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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Päätekijät:	Alcantar Enríquez, Víctor Manuel, Maldonado-Radillo, Sonia Elizabeth, Arcos Vega, José Luis
Aineistotyyppi:	info:eu-repo/semantics/article
Kieli:	spa
Julkaistu:	REDIE es una publicación del Instituto de Investigación y Desarrollo Educativo (IIDE). 2014
Aiheet:	Quality service ISO 9001 2008 public universities Calidad del servicio ServPERF universidades públicas
Linkit:	https://redie.uabc.mx/index.php/redie/article/view/560
Tagit:	Lisää tagi Ei tageja, Lisää ensimmäinen tagi!

id	repositorioinstitucional-20.500.12930-6131
record_format	dspace
spelling	repositorioinstitucional-20.500.12930-61312023-05-09T15:04:33Z 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. 2014-12-19 2021-06-03T03:04:55Z 2021-06-03T03:04:55Z info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion https://redie.uabc.mx/index.php/redie/article/view/560 https://hdl.handle.net/20.500.12930/6131 spa https://redie.uabc.mx/index.php/redie/article/view/560/1003 https://redie.uabc.mx/index.php/redie/article/view/560/1014 Derechos de autor 2019 Revista Electrónica de Investigación Educativa text/html application/pdf REDIE es una publicación del Instituto de Investigación y Desarrollo Educativo (IIDE). Revista Electrónica de Investigación Educativa; Vol. 17 No. 1 (2015) Revista Electrónica de Investigación Educativa; Vol. 17 Núm. 1 (2015) 1607-4041
institution	Repositorio Institucional
collection	DSpace
language	spa
topic	Quality service ISO 9001 2008 public universities Calidad del servicio ServPERF universidades públicas
spellingShingle	Quality service ISO 9001 2008 public universities Calidad del servicio ServPERF universidades públicas Alcantar Enríquez, Víctor Manuel Maldonado-Radillo, Sonia Elizabeth Arcos Vega, José Luis Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument
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.
format	info:eu-repo/semantics/article
author	Alcantar Enríquez, Víctor Manuel Maldonado-Radillo, Sonia Elizabeth Arcos Vega, José Luis
author_facet	Alcantar Enríquez, Víctor Manuel Maldonado-Radillo, Sonia Elizabeth Arcos Vega, José Luis
author_sort	Alcantar Enríquez, Víctor Manuel
title	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_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
publisher	REDIE es una publicación del Instituto de Investigación y Desarrollo Educativo (IIDE).
publishDate	2014
url	https://redie.uabc.mx/index.php/redie/article/view/560
_version_	1792608881830002688

Measuring the Quality of Service in the Financial Area of a Public University: Development and Validation of the Instrument

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