SERVICE QUALITY MEASUREMENT IN PUBLIC UNIVERSITY CAFETERIAS, FACTORES DETERMINANTES DE LA CALIDAD DEL SERVICIO DE UNA CAFETERIA EN EL CAMPUS DE UNA UNIVERSIDAD PUBLICA

Sonia Elizabeth Maldonado-Radillo, Ana Ma. Guillen Jimenez and Rafael Ernesto Carranza Prieto

Revista Internacional Administracion & Finanzas, 2013, vol. 6, issue 1, 109-118

Abstract: This work describes the development of a multiple-item scale to measure the service quality of university cafeterias. The objective of this study is to develop and validate an instrument that can be used by all users from public university cafeterias to evaluate the quality of the service provided. We study a sample of 297 users, in which the properties were evaluated on a scale of three variables. Logical and content validity was evaluated by a multidisciplinary group of experts. To determine the construct validity an analysis of Varimax rotation with principal components was used. The initial main-components analysis revealed the existence of three variables that explain 63% of the variation. Tests of validity and internal consistency of the scale are satisfactory. The instrument was composed of 19 items which Cronbach's alpha was 0.932. Therefore, we can say that the instrument is valid and useful for assessing the quality of the services of the cafeterias on campus where the research was conducted.

Keywords: Service Quality; University Cafeterias; Public Universities (search for similar items in EconPapers)
JEL-codes: I2 M0 (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:ibf:riafin:v:6:y:2013:i:1:p:109-118

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