Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument
This research, consisting of a descriptive study with a non-experimental design, involved an analysis to determine the validity and reliability of an instrument composed of seventeen items aimed at assessing the quality of service in the financial area of a public university by means of four variabl...
| Authors: | ; ; |
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| Format: | Article |
| Status: | Published version |
| Publication date: | 2014 |
| Country: | México |
| Institution: | UABC |
| Repository: | Revista Electrónica de Investigacion Educativa |
| Language: | Spanish |
| OAI Identifier: | oai:ojs.redie.uabc.mx:article/560 |
| Online Access: | https://redie.uabc.mx/redie/article/view/560 |
| Access Level: | Open access |
| Keyword: | Quality service ISO 9001 2008 public universities Calidad del servicio ServPERF universidades públicas |
| Summary: | This research, consisting of a descriptive study with a non-experimental design, involved an analysis to determine the validity and reliability of an instrument composed of seventeen items aimed at assessing the quality of service in the financial area of a public university by means of four variables: tangibility, reliability, responsiveness and empathy. The methodological strategy included the design of the measuring instrument; verification of the validity of content and construct; and analysis of internal consistency by means of Cronbach’s alpha. The instrument was applied to 152 users of the service, attaining a reliability coefficient of 0.943. The results show that with respect to specific concepts, the questions were clear; nevertheless we found it necessary to relocate items and rename variables, which resulted in a valid and reliable instrument for measuring the quality of service in the context under study. |
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