IDEAS home Printed from https://ideas.repec.org/a/ibf/rgnego/v4y2016i6p13-25.html
   My bibliography  Save this article

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

Author

Listed:
  • Diana Carolina Perez Sierra
  • Maria Concepción Ramirez Baron

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

Suggested Citation

  • Diana Carolina Perez Sierra & Maria Concepción Ramirez Baron, 2016. "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 Servicio," Revista Global de Negocios, The Institute for Business and Finance Research, vol. 4(6), pages 13-25.
    • Handle: RePEc:ibf:rgnego:v:4:y:2016:i:6:p:13-25
    as

    Download full text from publisher

    File URL: http://www.theibfr2.com/RePEc/ibf/rgnego/rgn-v4n6-2016/RGN-V4N6-2016-2.pdf
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    Satisfaction; Instrument Validation; Perception; Quality Services;
    All these keywords.

    JEL classification:

    • I2 - Health, Education, and Welfare - - Education
    • I20 - Health, Education, and Welfare - - Education - - - General
    • I29 - Health, Education, and Welfare - - Education - - - Other

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibf:rgnego:v:4:y:2016:i:6:p:13-25. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Mercedes Jalbert (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.