Page 7 - revista Ingeniantes 4 No1 Vol 1 Interectivo
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Revista Ingeniantes 2017 Año 4 No.1 Vol.1
Implementation of the SERVPERF
model in a university using multi-
variate statistic’s tools
Colaboración
Manuel Baro Tijerina, Carmen Lorena Posada, Gerar-
do Duran Medrano, Instituto Tecnológico Superior de
Nuevo Casas Grandes
ABSTRACT: The quality of servi- INTRODUCTION
ces has been a subject of interest Due to the special nature and characteristics of services over
to several authors. Due to the com- products, quality service cannot be measured in the same manner
plexities of measuring an intangible as tangible products. In service, the important thing is the quality
asset, various scales attempting to perceived by the client that can be broken down into different
measure and compare customer ex- dimensions, so that a more operational concept is created for the
pectations against the perceptions organization. On the other hand, measuring the quality of service
of a service have emerged. Among differs substantially from the measurement of product quality, be-
the models used in the efficient me- ing more difficult to assess and having to consider two aspects:
asurement of quality services, is the the process and the result of service [1].
SERVPERF model, which measures The quality of service concept reveals a shift from the classic
the perception of the service re- concept of quality in an objective sense to a subjective concept
ceived by the customer within five of quality based on customer perception. Nowadays, the quality
dimensions, generating indicators is defined by the customer. Quality is what the consumer says it
to implement improvements. In this is, and the quality of a particular product or service is what the
research, the SERVPERF model was consumer perceives it is, or what is the same, the quality is what
applied to a university, and through the customer says it is from their perception [2]. The tolerance
this model, an improvement propo- zone is delimited by two levels of service: the desired service, the
sal for increasing the service qua- service level that the customer expects, and the right service, the
lity provided by the institution was level of service that the customer considers acceptable.
determined. On the other hand, ours Among the most used in measuring customer expectations mo-
can check the correct operation dels are the SERVQUAL and SERVPERF models, in this study we
SERVPERF model for measuring chose to use the SERVPERF model because this model only takes
the quality perceived by customers, into account customer perceptions, which decreases the number
with the use of qualitative variables of items to be performed and provides simple interpretation [3].
and the Cronbach coefficient; the On the other hand, measuring the quality of service in an educa-
proposals and improvement in the tional institution and analyze the results using statistical models,
service’s quality will be significant allows for the generation of improvement strategies.
for the university.
KEYWORDS: Cronbach coefficient, 03
customer satisfaction, experience
of quality, measurement of service
quality, perception of quality, quali-
tative variables, scale, service, ser-
vperf, servqual.
