Validación de la escala SERVQUALing en la población de estudiantes de Administración de Empresas de la Universidad de Cuenca: caso servicios académicos

Abstract

Higher education quality in Latin America has become more relevant in the last years, that is why the present article is based on the validation of SERVQUALing scale for academic services within the population of Business Administration students at University of Cuenca. Therefore, the main objectives are to determine the dimensions and variables of the scale representing the service quality in the study case. For information gathering, the SERVQUALing survey was applied through probabilistic sampling of the studied population. Afterwards, upon the corresponding factorial study, dimensions and variables of the scale were determined, on which, statistical tests were applied determining their internal and external validity, thus concluding that the scale has enough characteristics as per reliability and validity for its application.