Bibliographic citations
Chumpitaz, D., (2021). Factores que determinan la calidad de servicio y su relación con la satisfacción estudiantil universitaria estatal utilizando ecuaciones estructurales [Universidad Nacional Agraria La Molina]. https://hdl.handle.net/20.500.12996/4642
Chumpitaz, D., Factores que determinan la calidad de servicio y su relación con la satisfacción estudiantil universitaria estatal utilizando ecuaciones estructurales []. PE: Universidad Nacional Agraria La Molina; 2021. https://hdl.handle.net/20.500.12996/4642
@mastersthesis{renati/1113942,
title = "Factores que determinan la calidad de servicio y su relación con la satisfacción estudiantil universitaria estatal utilizando ecuaciones estructurales",
author = "Chumpitaz Ramos, Domingo Guzmán",
publisher = "Universidad Nacional Agraria La Molina",
year = "2021"
}
Structural Equation Models (SEMs), is an extension of several multivariate techniques, including Factorial Analysis, has been used in almost all fields of study, mainly in the area of education, this technique provides us with a direct method to treat multiple connections of observable and non-observable variables. The main objective of the investigation was to determine the connection between the quality of services and the factors that determine it (such as safety, reliability, empathy, tangible aspects and responsiveness); and college student satisfaction using Structural Equation Models (SEMs). The research designed a questionnaire based on the SERVQUAL quality of service instrument related to a theoretical structural model of the author Lobos y Sepúlveda. A reliability analysis of the questionnaire was made, and the exploratory factor analysis proved its validity. Information was then collected from 158 students in the Economic Sciences and Management Area of UNMSM. To develop the investigation, Confirmatory Factorial Analysis (CFA) and Structural Equation Models (SEMs) were applied. In the initial structural model, the empathy and reliability constructs were not significant, so the model was respecified with the modification rates. In structural model 2, the variables observed X5, X6 and X12 were not significant in the reliability and empathy constructs, therefore they were removed from the model. In the respecified structural model 3, empathy was not significant, so it was not considered in the next model. In the final structural model the safety, reliability constructs and tangible aspects were meaningful with a significance level of 0.05. Expected quality of service has a direct connection with student satisfaction, and the safety, reliability and tangible constructs of service are positively related to the expected quality of service.
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