Abstract

ALCANTAR ENRIQUEZ, Víctor Manuel; MALDONADO-RADILLO, Sonia Elizabeth  and  ARCOS VEGA, José Luis. Measuring Service Quality in Financial Area of a Public University: Scale Development and Validation. REDIE [online]. 2015, vol.17, n.1, pp.146-160. ISSN 1607-4041.

This research is characterized as non-experimental descriptive design, it's reports on the construction of a service quality scale. User perceptions of service quality of financial area in a public university serve as the study setting. The questionnaire 17-item four dimensional scale consisting of tangibility, reliability, responsiveness and empathy. The methodological strategy contemplated the design of the measuring instrument, verification of content validity and construct also analysis of internal consistency by Cronbach's alpha. The instrument obtain a reliability coefficient of 0.943 , the results reveal that the items have good clarity regarding the specific concept, however the relocation of the items and renaming of variables is said resulting valid and reliable as a tool to measure service quality in the context studied.

Keywords : Quality service; ISO 9001:2008; public universities.