“…Nowadays, universities are looking for new alternatives and strategies to improve the quality of higher education through the analysis and evaluation of the service provided (Salazar & Cabrera, 2016;Tartaglia & Walker, 2015). In fact, quality seeks to satisfy the needs and expectations of consumers (Fernández, González, Fernández, & Segura, 2010;Lizarzaburu, 2016;Salas, 2018) in various sectors such as education (Bryant, 2013;Maffini & Toth, 2017;Salas & Vázquez, 2017;Treagust, Won, Petersen, & Wynne, 2015), health (Alexander, Weiner, Shortell, & Baker, 2007), logistics (He, Xu, Xu,& Wu, 2016) and production (Chang, 2017).…”