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...

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Autores: Alcantar Enríquez, Víctor Manuel, Maldonado-Radillo, Sonia Elizabeth, Arcos Vega, José Luis
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2014
País:México
Institución:UNIVERSIDAD AUTÓNOMA DE BAJA CALIFORNIA
Repositorio:Revista Electrónica de Investigacion Educativa
Idioma:español
OAI Identifier:oai:ojs.redie.uabc.mx:article/560
Acceso en línea:https://redie.uabc.mx/redie/article/view/560
Access Level:acceso abierto
Palabra clave:Quality service
ISO 9001
2008
public universities
Calidad del servicio
ServPERF
universidades públicas
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spelling Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the InstrumentMedición de la calidad del servicio en el área financiera de una universidad pública: Desarrollo y validación del instrumentoAlcantar Enríquez, Víctor ManuelMaldonado-Radillo, Sonia ElizabethArcos Vega, José LuisQuality serviceISO 90012008public universitiesCalidad del servicioServPERFuniversidades públicasThis 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 Educativo2014-12-19info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiontext/htmlapplication/pdfhttps://redie.uabc.mx/redie/article/view/560Revista Electrónica de Investigación Educativa; Vol. 17 No. 1 (2015)Revista Electrónica de Investigación Educativa; Vol. 17 Núm. 1 (2015)1607-4041reponame:Revista Electrónica de Investigacion Educativainstname:UNIVERSIDAD AUTÓNOMA DE BAJA CALIFORNIAinstacron:UABCspahttps://redie.uabc.mx/redie/article/view/560/1003https://redie.uabc.mx/redie/article/view/560/1014Derechos de autor 2019 Revista Electrónica de Investigación Educativainfo:eu-repo/semantics/openAccessoai:ojs.redie.uabc.mx:article/5602024-08-22T16:52:56Z
dc.title.none.fl_str_mv 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
title Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument
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
title_short 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_sort Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument
dc.creator.none.fl_str_mv Alcantar Enríquez, Víctor Manuel
Maldonado-Radillo, Sonia Elizabeth
Arcos Vega, José Luis
author Alcantar Enríquez, Víctor Manuel
author_facet Alcantar Enríquez, Víctor Manuel
Maldonado-Radillo, Sonia Elizabeth
Arcos Vega, José Luis
author_role author
author2 Maldonado-Radillo, Sonia Elizabeth
Arcos Vega, José Luis
author2_role author
author
dc.subject.none.fl_str_mv Quality service
ISO 9001
2008
public universities
Calidad del servicio
ServPERF
universidades públicas
topic Quality service
ISO 9001
2008
public universities
Calidad del servicio
ServPERF
universidades públicas
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.
publishDate 2014
dc.date.none.fl_str_mv 2014-12-19
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://redie.uabc.mx/redie/article/view/560
url https://redie.uabc.mx/redie/article/view/560
dc.language.none.fl_str_mv spa
language spa
dc.relation.none.fl_str_mv https://redie.uabc.mx/redie/article/view/560/1003
https://redie.uabc.mx/redie/article/view/560/1014
dc.rights.none.fl_str_mv Derechos de autor 2019 Revista Electrónica de Investigación Educativa
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Derechos de autor 2019 Revista Electrónica de Investigación Educativa
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv text/html
application/pdf
dc.publisher.none.fl_str_mv Universidad Autónoma de Baja California. Instituto de Investigación y Desarrollo Educativo
publisher.none.fl_str_mv Universidad Autónoma de Baja California. Instituto de Investigación y Desarrollo Educativo
dc.source.none.fl_str_mv Revista Electrónica de Investigación Educativa; Vol. 17 No. 1 (2015)
Revista Electrónica de Investigación Educativa; Vol. 17 Núm. 1 (2015)
1607-4041
reponame:Revista Electrónica de Investigacion Educativa
instname:UNIVERSIDAD AUTÓNOMA DE BAJA CALIFORNIA
instacron:UABC
instname_str UNIVERSIDAD AUTÓNOMA DE BAJA CALIFORNIA
instacron_str UABC
institution UABC
reponame_str Revista Electrónica de Investigacion Educativa
collection Revista Electrónica de Investigacion Educativa
repository.name.fl_str_mv
repository.mail.fl_str_mv
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