Quality assessment of graduate services: Kano model application to a Peruvian university

Graduate higher education coverage has expanded world-wide due to globalisation, the demand for more specialised human resources and online education, exacerbated by the COVID-19 pandemic. This article validates an evaluation model of academic service quality in graduate studies that integrates HiEduQual instruments with the Kano method for graduate students at a Peruvian university. A survey was conducted among graduate students (masters pro-grammes and continuing education) at Universidad Continental, obtaining 326 responses. The study found that the attributes that have the greatest impact on student sat-isfaction include the presence of foreign professors, inter-national activities, continuous improvement of university infrastructure and constant evaluation; the dimension asso-ciated with internationalisation plays an essential role in the satisfaction of graduate students, particularly in a glo-balised context.