Literature review and example: Quality of university services using Servperf and statistical techniques to reduce variables in latent variables

• Autores: Cano Lengua, Miguel Ángel, Moquillaza Henríquez, Santiago Domingo
• Formato: artículo
• Fecha de Publicación: 2023
• Institución: Universidad Tecnológica del Perú
• Repositorio: UTP-Institucional
• Lenguaje: inglés
• OAI Identifier: oai:repositorio.utp.edu.pe:20.500.12867/7193
• Enlace del recurso: https://hdl.handle.net/20.500.12867/7193; https://doi.org/10.14445/22315381/IJETT-V71I4P225
• Nivel de acceso: acceso abierto
• Materia: Quality of services; University services; Factor analysis; https://purl.org/pe-repo/ocde/ford#1.01.03; https://purl.org/pe-repo/ocde/ford#5.03.01

To know the quality of university services, it was necessary to inquire with university students. It is known that to reduce variables in a survey, and there are statistical techniques, such as exploratory and confirmatory factor analysis, to find the most representative items. However, the interaction of these statistical techniques with oriented methodologies to measure the quality of university services was not found in the reviewed literature. Therefore, the objective of the research was to first carry out a literature review study according to the research string, interacting the known statistical techniques with the Servperf methodology and the quality of university services. To investigate, research questions were raised, which were acquitted; also, to consolidate the study as a practical contribution, a model is made with its respective example of how to carry out the reduction of items based on the statistical techniques mentioned, for which a survey was prepared in based on the Servperf methodology, then experts validated these questions, the survey was deployed, and the reliability was seen to do then the exploratory factor analysis and then the confirmatory one so that they were left with the necessary items for the latent variables. Conclusions: It contributes to the literature review regarding the quality of university services using the model Servperf and statistical techniques like Exploratory and Confirmatory factor analysis; a model is generated that can serve as an example for other investigations.