The quality of university services: reflections from a case study in the latin american context

• Autores: Mejías Acosta, Agustín, Valle Barra, Mauricio, Vega Robles, Arturo
• Formato: artículo
• Fecha de Publicación: 2013
• Institución: Universidad Nacional Mayor de San Marcos
• Repositorio: Revista UNMSM - Industrial Data
• Lenguaje: español
• OAI Identifier: oai:ojs.csi.unmsm:article/11869
• Enlace del recurso: https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/11869
• Nivel de acceso: acceso abierto
• Materia: Service quality; University; factor analysis; SERVQUALing; Industrial Engineering; calidad de servicio; universidad; análisis de factores; Ingeniería Industrial

The objective of this research is to identify factors that determine the quality of academic services in universities , from three case studies in the context of Latin America ( Venezuela , Mexico and Chile). Model survey SERVQUALing was used , and upon proof of sampling adequacy, the multivariate statistical technique of Factor Analysis , where the dimensions underlying quality of services as perceived by students were identified was used highlighting Safety , Responsiveness and Empathy as a key and common elements. The survey used was reliable and valid , as evidenced by the statistical tests performed ( significant at 5%). The results confirm the dynamic and multidimensional nature of quality of academic services , allowing present some thoughts for discussion.