USERS’ SATISFACTION DIAGNOSIS OF SCHOOL SERVICES DEPARTMENT SCHOOL AT THE ESCUELA SUPERIOR DE AGRICULTURA DEL VALLE DEL FUERTE, DIAGNOSTICO DE SATISFACCION DE LOS USUARIOS DEL DEPARTAMENTO DE SERVICIOS ESCOLARES DE LA ESCUELA SUPERIOR DE AGRICULTURA DEL VALLE DEL FUERTE

Diana Carolina Perez Sierra and Maria Concepción Ramirez Baron

Revista Global de Negocios, 2016, vol. 4, issue 6, 13-25

Abstract: This paper presents data related to the design, construction and validation of an instrument that measures student perception of the service they receive from the department of school services of the Universidad Autónoma de Sinaloa in the city of Juan José Ríos. The instrument was designed based on Parasuraman, Zeithaml, V. & Berry, a. l. (1992) and modified by Cronin & Taylor (1994). The instrument has 22 items and five dimensions (tangible elements, reliability, responsiveness, security and empathy). To attain validation, two processes were carried out. First, the instrument was subjected to a construct validation process, where the instrument’s viability was obtained by means of the expert opinions. Subsequently, a pilot study was conducted to measure the instrument’s reliability. The pilot study resulted in a Cronbach's Alpha coefficient of 0.949. We conclude that the instrument has validity and reliability needed to measure the subject population

Keywords: Satisfaction; Instrument Validation; Perception; Quality Services (search for similar items in EconPapers)
JEL-codes: I2 I20 I29 (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:ibf:rgnego:v:4:y:2016:i:6:p:13-25

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