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Generative Artificial Intelligence and Perceived Quality of Educational Services in Higher Education Institutions

Riquez Livia D.P.; Mantari Mincami L.D.; Villa Ricapa L.F.; Velarde Dávila L. · Revista Venezolana de Gerencia (2026) · DOI: 10.52080/rvgluz.31.e15.4

Resumen

Generative artificial intelligence has been rapidly incorporated into higher education, generating challenges not only in pedagogy but also in management, related to governance, academic integrity, risk management, and quality assurance of educational services. The objective of this study was to analyze the relationship between perceived institutional management of the use of generative artificial intelligence and perceived quality of educational services at a university in Peru. A quantitative approach was used, with a non-experimental, cross-sectional design, through the application of a structured questionnaire to undergraduate students (n = 312). Perceived quality was measured using an adaptation of established service quality scales in higher education, while perceived institutional management was operationalized in the dimensions of policies and expectations, support and training, integrity and controls, and risk management. The data were analyzed using partial least squares structural equation modeling, evaluating the reliability, validity, and structural relationships of the model. The results showed a positive association between perceived institutional management and perceived quality of educational services, with significant effects from the dimensions of policies and expectations, integrity, and risk management, while support and training did not show a significant association. Taken together, the findings suggest that the visible institutionalization of rules, controls, and risk management mechanisms in the analyzed context contributes to more favorable perceptions of the quality of educational services.

Instituciones: Universidad Peruana de Ciencias Aplicadas; Universidad Peruana Los Andes; Universidad Nacional de Educación Enrique Guzmán y Valle