Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation model

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Research has developed a methodology to measure the quality and develop a model of service quality using structural equations. The research was applied at the student’s cafeteria of San Marcos University. The methodology is to develop a survey technique according to SERVQUAL of 22 questions and appl...

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Detalles Bibliográficos
Autor: Cevallos Ampuero, Juan Manuel
Formato: artículo
Fecha de Publicación:2016
Institución:Universidad Nacional Mayor de San Marcos
Repositorio:Revistas - Universidad Nacional Mayor de San Marcos
Lenguaje:español
OAI Identifier:oai:ojs.csi.unmsm:article/12064
Enlace del recurso:https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12064
Nivel de acceso:acceso abierto
Materia:quality of services
SERVQUAL
quality of service
factor analysis
structural equation
calidad de servicios
calidad de servicio
análisis factorial
ecuaciones estructurales
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network_acronym_str REVUNMSM
network_name_str Revistas - Universidad Nacional Mayor de San Marcos
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spelling Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation modelMedición de la calidad del servicio de un comedor universitario utilizando SERVQUAL y desarrollo de un modelo de ecuaciones estructuralesCevallos Ampuero, Juan Manuelquality of servicesSERVQUALquality of servicefactor analysisstructural equationcalidad de serviciosSERVQUALcalidad de servicioanálisis factorialecuaciones estructuralesResearch has developed a methodology to measure the quality and develop a model of service quality using structural equations. The research was applied at the student’s cafeteria of San Marcos University. The methodology is to develop a survey technique according to SERVQUAL of 22 questions and apply them to a representative sample. Following the exploratory factor analysis (AFE) in order to determine the dimensions of service quality is made, then confirmatory factor analysis (AFC) is applied in order to quantify the relationships between variables and dimensions; and finally, is performed the structural equation model (MEE) to find out the relationship between the dimensions, which is the model of service quality. To prepare the AFE the Lisrel and SPSS software were used; and for AFC and MEE the Lisrel software was used.La investigación ha desarrollado una metodología para medir la calidad y elaborar un modelo de calidad del servicio mediante el uso de ecuaciones estructurales. La investigación se aplicó en el comedor de estudiantes de la UNMSM. La metodología consiste en elaborar una encuesta según la técnica SERVQUAL de 22 preguntas y aplicarlas a una muestra representativa. Seguidamente se elabora el Análisis Factorial Exploratorio (AFE) con el objeto de determinar las dimensiones de la calidad del servicio, luego se realiza en Análisis Factorial Confirmatorio (AFC) con el objeto de cuantificar las relaciones entre las variables y las dimensiones; y finalmente, se realiza la determinación del Modelo de Ecuaciones Estructurales (MEE) que permite conocer la relación entre las dimensiones, lo cual constituye el modelo de la calidad del servicio. Para elaborar el AFE se utilizaron los software SPSS y Lisrel; y para el AFC y el MEE se utilizó el software Lisrel.Facultad de Ingeniería Industrial, Universidad Nacional Mayor de San Marcos2016-06-23info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/1206410.15381/idata.v18i1.12064Industrial Data; Vol. 18 No. 1 (2015); 31-39Industrial Data; Vol. 18 Núm. 1 (2015); 31-391810-99931560-9146reponame:Revistas - Universidad Nacional Mayor de San Marcosinstname:Universidad Nacional Mayor de San Marcosinstacron:UNMSMspahttps://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12064/10779Derechos de autor 2015 Juan Manuel Cevallos Ampuerohttps://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessoai:ojs.csi.unmsm:article/120642019-07-11T17:25:59Z
dc.title.none.fl_str_mv Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation model
Medición de la calidad del servicio de un comedor universitario utilizando SERVQUAL y desarrollo de un modelo de ecuaciones estructurales
title Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation model
spellingShingle Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation model
Cevallos Ampuero, Juan Manuel
quality of services
SERVQUAL
quality of service
factor analysis
structural equation
calidad de servicios
SERVQUAL
calidad de servicio
análisis factorial
ecuaciones estructurales
title_short Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation model
title_full Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation model
title_fullStr Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation model
title_full_unstemmed Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation model
title_sort Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation model
dc.creator.none.fl_str_mv Cevallos Ampuero, Juan Manuel
author Cevallos Ampuero, Juan Manuel
author_facet Cevallos Ampuero, Juan Manuel
author_role author
dc.subject.none.fl_str_mv quality of services
SERVQUAL
quality of service
factor analysis
structural equation
calidad de servicios
SERVQUAL
calidad de servicio
análisis factorial
ecuaciones estructurales
topic quality of services
SERVQUAL
quality of service
factor analysis
structural equation
calidad de servicios
SERVQUAL
calidad de servicio
análisis factorial
ecuaciones estructurales
description Research has developed a methodology to measure the quality and develop a model of service quality using structural equations. The research was applied at the student’s cafeteria of San Marcos University. The methodology is to develop a survey technique according to SERVQUAL of 22 questions and apply them to a representative sample. Following the exploratory factor analysis (AFE) in order to determine the dimensions of service quality is made, then confirmatory factor analysis (AFC) is applied in order to quantify the relationships between variables and dimensions; and finally, is performed the structural equation model (MEE) to find out the relationship between the dimensions, which is the model of service quality. To prepare the AFE the Lisrel and SPSS software were used; and for AFC and MEE the Lisrel software was used.
publishDate 2016
dc.date.none.fl_str_mv 2016-06-23
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://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12064
10.15381/idata.v18i1.12064
url https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12064
identifier_str_mv 10.15381/idata.v18i1.12064
dc.language.none.fl_str_mv spa
language spa
dc.relation.none.fl_str_mv https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/12064/10779
dc.rights.none.fl_str_mv Derechos de autor 2015 Juan Manuel Cevallos Ampuero
https://creativecommons.org/licenses/by-nc-sa/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Derechos de autor 2015 Juan Manuel Cevallos Ampuero
https://creativecommons.org/licenses/by-nc-sa/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Facultad de Ingeniería Industrial, Universidad Nacional Mayor de San Marcos
publisher.none.fl_str_mv Facultad de Ingeniería Industrial, Universidad Nacional Mayor de San Marcos
dc.source.none.fl_str_mv Industrial Data; Vol. 18 No. 1 (2015); 31-39
Industrial Data; Vol. 18 Núm. 1 (2015); 31-39
1810-9993
1560-9146
reponame:Revistas - Universidad Nacional Mayor de San Marcos
instname:Universidad Nacional Mayor de San Marcos
instacron:UNMSM
instname_str Universidad Nacional Mayor de San Marcos
instacron_str UNMSM
institution UNMSM
reponame_str Revistas - Universidad Nacional Mayor de San Marcos
collection Revistas - Universidad Nacional Mayor de San Marcos
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 13.95948
Measuring the quality of service of a university dining using SERVQUAL and development of a structural equation model
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