Percepción de la calidad del servicio de ChatGPT como tecnología educativa: un análisis SERVQUAL con estudiantes universitarios de Mérida Yucatán.

Un Enfoque SERVQUAL

Abstract

This study examines university students' satisfaction with ChatGPT as an educational tool, applying the SERVQUAL model to assess service quality across its five key dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Using a quantitative approach, data were collected through an online survey distributed to a representative sample of students across various disciplines. The results reveal a predominantly positive evaluation, highlighting the platform's usability, ability to provide immediate responses, and adaptability to different learning styles. However, significant concerns persist, particularly regarding the accuracy of generated information and the protection of personal data. Additionally, some participants expressed doubts about ChatGPT's ability to replace human interaction in complex educational processes. The study concludes with recommendations for optimizing the use of this technology in academic settings, emphasizing the need to complement its implementation with content verification strategies and digital literacy training. These findings provide relevant evidence for future research on artificial intelligence applied to higher education.