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...
| Autores: | ; ; |
|---|---|
| Tipo de documento: | Artículo |
| Estado: | Published version |
| Fecha de publicación: | 2014 |
| País: | México |
| Institución: | UABC |
| Repositorio: | Revista Electrónica de Investigacion Educativa |
| Lenguaje: | Español |
| OAI Identifier: | oai:ojs.redie.uabc.mx:article/560 |
| Acceso en línea: | https://redie.uabc.mx/redie/article/view/560 |
| Nivel de acceso: | Acceso abierto |
| Palabra clave: | Quality service ISO 9001 2008 public universities Calidad del servicio ServPERF universidades públicas |
| _version_ | 1878409739409293312 |
|---|---|
| author | Alcantar Enríquez, Víctor Manuel |
| author2 | Maldonado-Radillo, Sonia Elizabeth Arcos Vega, José Luis |
| author2_role | author author |
| author_browse | Alcantar Enríquez, Víctor Manuel Arcos Vega, José Luis Maldonado-Radillo, Sonia Elizabeth |
| author_facet | Alcantar Enríquez, Víctor Manuel Maldonado-Radillo, Sonia Elizabeth Arcos Vega, José Luis |
| author_role | author |
| collection | Revista Electrónica de Investigacion Educativa |
| description | 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. |
| eu_rights_str_mv | openAccess |
| format | article |
| id | MX_d3f2f72d12d0caeb9da415dbccc8e5b8 |
| institution | UABC |
| instname_str | UNIVERSIDAD AUTÓNOMA DE BAJA CALIFORNIA |
| language | spa |
| network_acronym_str | MX |
| network_name_str | México |
| oai_identifier_str | oai:ojs.redie.uabc.mx:article/560 |
| publishDate | 2014 |
| publishDateSort | 2014 |
| publisher | Universidad Autónoma de Baja California. Instituto de Investigación y Desarrollo Educativo |
| publisherStr | Universidad Autónoma de Baja California. Instituto de Investigación y Desarrollo Educativo |
| reponame_str | Revista Electrónica de Investigacion Educativa |
| spelling | Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument Medición de la calidad del servicio en el área financiera de una universidad pública: Desarrollo y validación del instrumento Alcantar Enríquez, Víctor Manuel Maldonado-Radillo, Sonia Elizabeth Arcos Vega, José Luis Quality service ISO 9001 2008 public universities Calidad del servicio ServPERF universidades públicas 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. Esta investigación, descriptiva con diseño no experimental, tiene como objetivo presentar el análisis de la validez y confiabilidad de un instrumento constituido por 17 ítems que evalúan la calidad del servicio del área financiera de una universidad pública mediante cuatro variables: Tangibilidad, Confiabilidad, Capacidad de Respuesta y Empatía. La estrategia metodológica contempló el diseño del instrumento de medición, la verificación de la validez de contenido y de constructo, así como el análisis de la consistencia interna a través del alfa de Cronbach. El instrumento se aplicó a una muestra de 152 usuarios del servicio obteniendo un coeficiente de confiabilidad de 0.943; los resultados revelan que los ítems tienen buena claridad en relación al concepto específico, no obstante, se precisó la reubicación de los ítems y renombramiento de variables resultando válido y confiable como instrumento para medir la calidad del servicio en el contexto estudiado. Universidad Autónoma de Baja California. Instituto de Investigación y Desarrollo Educativo https://redie.uabc.mx/redie/article/view/560 |
| spellingShingle | Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument Alcantar Enríquez, Víctor Manuel Quality service ISO 9001 2008 public universities Calidad del servicio ServPERF universidades públicas |
| status_str | publishedVersion |
| title | Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument |
| title_full | Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument |
| title_fullStr | Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument |
| title_full_unstemmed | Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument |
| title_short | Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument |
| title_sort | Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument |
| topic | Quality service ISO 9001 2008 public universities Calidad del servicio ServPERF universidades públicas |
| topic_facet | Quality service ISO 9001 2008 public universities Calidad del servicio ServPERF universidades públicas |
| url | https://redie.uabc.mx/redie/article/view/560 |