Analysis of the Quality of Service and Student Satisfaction at the School of Economics, University of Cartagena, Using a Structural Equation Model

Analysis of the Quality of Service and Student Satisfaction at the School of Economics, University of Cartagena, Using a Structural Equation Model

Structural equation models have been widely used to analyze the quality of service in various organizations, demonstrating their adaptability and efficacy in determining the variables that affect customer satisfaction. This article proposes the use of a structural equation model to determine the...

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Hauptverfasser: Vergara Schmalbach, Juan Carlos, Quesada Ibargüen, Víctor Manuel
Format: Online
Sprache:spa
Veröffentlicht: REDIE es una publicación del Instituto de Investigación y Desarrollo Educativo (IIDE). 2011
Online Zugang:https://redie.uabc.mx/index.php/redie/article/view/274
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spelling redie-article-2742017-04-19T01:04:54Z Analysis of the Quality of Service and Student Satisfaction at the School of Economics, University of Cartagena, Using a Structural Equation Model Análisis de la calidad en el servicio y satisfacción de los estudiantes de Ciencias Económicas de la Universidad de Cartagena mediante un modelo de ecuaciones estructurales Vergara Schmalbach, Juan Carlos Quesada Ibargüen, Víctor Manuel SERVQUAL structural equations models service quality customer satisfaction. SERVQUAL modelos de ecuaciones estructurales calidad en el servicio satisfacción del cliente. Structural equation models have been widely used to analyze the quality of service in various organizations, demonstrating their adaptability and efficacy in determining the variables that affect customer satisfaction. This article proposes the use of a structural equation model to determine the quality of service offered by the different academic units of the School of Economics, University of Cartagena, combining Oh (1999) model with the original instrument of Parasuraman, Valarie, and Berry Zeithalm, presented in 1985. The result is a general diagnosis of the variables that exert the most influence on students’ satisfaction, and that motivate them to recommend their institution to others. Los modelos de ecuaciones estructurales se han utilizado ampliamente para el análisis de la calidad del servicio en diversas entidades, demostrando su adaptabilidad y eficacia a la hora de determinar las variables que afectan la satisfacción del cliente. Este artículo propone el uso de un modelo de ecuaciones estructurales para determinar la calidad en el servicio ofrecido por las distintas unidades académicas pertenecientes a la Facultad de Ciencias Económicas de la Universidad de Cartagena, combinando el modelo de Oh (1999), con el instrumento original de Parasuraman, Valarie, Zeithalm y Berry planteado en 1985. El resultado es un diagnóstico general de las variables que mayor influencia ejercen sobre la satisfacción del estudiante y la motivación a recomendar a su institución a otras personas. REDIE es una publicación del Instituto de Investigación y Desarrollo Educativo (IIDE). 2011-05-01 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion text/html application/pdf https://redie.uabc.mx/index.php/redie/article/view/274 Revista Electrónica de Investigación Educativa; Vol. 13 No. 1 (2011) Revista Electrónica de Investigación Educativa; Vol. 13 Núm. 1 (2011) 1607-4041 spa https://redie.uabc.mx/index.php/redie/article/view/274/715 https://redie.uabc.mx/index.php/redie/article/view/274/438 Derechos de autor 2019 Revista Electrónica de Investigación Educativa
institution REDIE
collection OJS
language spa
format Online
author Vergara Schmalbach, Juan Carlos
Quesada Ibargüen, Víctor Manuel
spellingShingle Vergara Schmalbach, Juan Carlos
Quesada Ibargüen, Víctor Manuel
Analysis of the Quality of Service and Student Satisfaction at the School of Economics, University of Cartagena, Using a Structural Equation Model
author_facet Vergara Schmalbach, Juan Carlos
Quesada Ibargüen, Víctor Manuel
author_sort Vergara Schmalbach, Juan Carlos
title Analysis of the Quality of Service and Student Satisfaction at the School of Economics, University of Cartagena, Using a Structural Equation Model
title_short Analysis of the Quality of Service and Student Satisfaction at the School of Economics, University of Cartagena, Using a Structural Equation Model
title_full Analysis of the Quality of Service and Student Satisfaction at the School of Economics, University of Cartagena, Using a Structural Equation Model
title_fullStr Analysis of the Quality of Service and Student Satisfaction at the School of Economics, University of Cartagena, Using a Structural Equation Model
title_full_unstemmed Analysis of the Quality of Service and Student Satisfaction at the School of Economics, University of Cartagena, Using a Structural Equation Model
title_sort analysis of the quality of service and student satisfaction at the school of economics, university of cartagena, using a structural equation model
description Structural equation models have been widely used to analyze the quality of service in various organizations, demonstrating their adaptability and efficacy in determining the variables that affect customer satisfaction. This article proposes the use of a structural equation model to determine the quality of service offered by the different academic units of the School of Economics, University of Cartagena, combining Oh (1999) model with the original instrument of Parasuraman, Valarie, and Berry Zeithalm, presented in 1985. The result is a general diagnosis of the variables that exert the most influence on students’ satisfaction, and that motivate them to recommend their institution to others.
publisher REDIE es una publicación del Instituto de Investigación y Desarrollo Educativo (IIDE).
publishDate 2011
url https://redie.uabc.mx/index.php/redie/article/view/274
_version_ 1715723527178420224

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