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.
Downloads
Metrics
References
ASUBONTEG, P., McCLEARY, K. y SWAN, J., SERVQUAL
revisited: a critical review of service quality, Journal of
Service Marketing. 10 (6), 62-81, 1996.
BUTTLE, F., SERVQUAL: review, critique, research agen-
da, European Journal of Marketing. 30 (1), 8-32, 1996.
CHI, C .; LEWIS, B. y PARK, W., Service Quality Measure-
ment in the Banking Sector in South Korea, International
Journal of Bank Marketing. 21 (4), 191-201, 2003.
CRONIN, J. y TAYLOR, S., SERVPERF vs. SERVQUAL Re-
conciling Performance-Based and Perceptions-Minus
Expectations Measurement of Service Quality, Journal
of Marketing. 58 (1), 125-131, 1994.
GRANDE, I. y ABASCAL, E., Análisis de Encuestas. Ma-
drid: Esic editorial, 291 pp., 2005.
GRONROOS, C., Marketing y Gestión de Servicios. Ma-
drid: Ediciones Diaz Santos, 291 pp., 1994.
MEJÍAS, A., REYES, O. y MANEIRO, N., Calidad de los Ser-
vicios en la Educacion Superior Mexicana: Aplicación
del SERVQUALing en Baja California, Investigacion y
Ciencia de la Universidad Autónoma de Aguascalien-
tes. 14 (34), 34-39, 2006.
PARASURAMAN, A., ZEITHAML, V. y BERRY, L., A Con-
ceptual Model of Service Quality and Its Implications
for Future Research, Journal of Marketing, 49 (5), 41-50,
PARASURAMAN, A., ZEITHAML, V. y BERRY, L., SERVQUAL:
A Multiple-Item Scale for Measuring Consumer Percep-
tions of Service Quality, Journal of Retailing. 64, 12-40,
PARASURAMAN, A., ZEITHAML, V. y BERRY, L., Refinement
and Reassessment of the SERVQUAL Scale, Journal of
Retailing. 67 (4), 420-450, 1991.
PÉREZ, C., Técnicas de Análisis Multivariante de Datos.
Madrid: Pearson Educación, 646 pp., 2004.
PRAT, R. y DOVAL, E., Construccion y análisis estadístico
de escalas, en Análisis Multivariante para las Ciencias
Sociales (Comp. Lèvy, J. y Valera, J.). Madrid: Pearson
Prentice Hall, 43-89, 2005.
SANTIAGO, J., La Calidad de Servicio Bancario: una es-
cala de medida específica, ESIC MARKET. 110, 119-142,
SUARINA, C., Medida de la calidad: Adaptación de la
escala SERVQUAL al ámbito financiero, Revista Espa-
ñola de Financiación y Contabilidad. 31(113), España:
Asociacion Española de Contabilidad y Administración
de Empresas, 803-831, 2002.
VALDUNCIEL, L .; FLÓREZ, M. y MIGUEL, J. A., Análisis de
la calidad del servicio que prestan las entidades ban-
carias y su repercusión en la satisfacción del cliente y
la lealtad hacia la lealtad, Revista Asturiana de Econo-
mía, 38, 79-107, 2007.
VICENTE Y OLIVA, Mª de y MANERA, J., El análisis facto-
rial y por componentes principales, en Lévy, J. y Valera,
J. (Comp.), Análisis Multivariable para las Ciencias So-
ciales. Madrid: Pearson Educación, 327-360, 2003.
ZEITHAML, V. y PARASURAMAN, A., Service Quality. USA:
Marketing Science Institute, 86 pp., 2004.
Downloads
Published
How to Cite
Issue
Section
Categories
License
Copyright (c) 2009 Agustín Mejías Acosta
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Las obras publicadas en versión electrónica de la revista están bajo la licencia Creative Commons Atribución-NoComercial-CompartirIgual 4.0 Internacional (CC BY-NC-SA 4.0)
