Determinants of the quality of banking services on a Venezuelan university campus
DOI:
https://doi.org/10.33064/iycuaa2009455008Keywords:
Quality, services, banking, entities, SERVQUAL, university campusAbstract
The objective of this research is to identify the factors that determine the quality of banking services in entities located on the campus of a Venezuelan university. For this purpose, a survey was designed based on the SERVQUAL model, adapted to the requirements of the university institution, taking as a reference research carried out in the banking sector.
The data obtained were analyzed by applying the factor analysis technique. As a result, five dimensions were identified: Customer service, infrastructure, functional aspects, service management and general aspects. The survey proved to be reliable and valid for measuring the quality of banking services on the university campus where the research was carried out and could be used for other campuses after adapting it to the needs of each university and/or banking institution.
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