Examinando por Autor "Morales, Miguel"

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    10 years of service quality measurement: reviewing the use of the SERVQUAL instrument
    (Universidad ESAN. ESAN Ediciones, 2002-12-30) Nyeck, Simon; Morales, Miguel; Ladhari, Riadh; Pons, Frank
    In 1988, Parasuraman, Zeithaml, and Berry developed an instrument to measure the quality of service. Since that date, this instrument has been used in numerous studies on different industries and in different countries, both by academics and professionals. However, despite its wide dissemination, few studies deal with the dimensionality and validity aspects of this measurement scale. This article describes the practices observed in relation to these aspects through the analysis of the studies that SERVQUAL has used during the last ten years. From a sample of 60 empirical studies using the SERVQUAL scale, the main aspects of validity dealt with by each author are analysed, using an analysis template adapted from the study of Stokes and Miller (1975). Based on the available data, the study suggests that the scale developed by Parasuraman, Zeithaml, and Berry (1988) does not present a stable dimensional structure of five factors. Finally, the article evaluates the influence of the characteristics of the research design on the reliability of SERVQUAL.
  • Miniatura
    ÍtemSolo Metadatos
    Assessing service quality in schools of business: dimensions of service quality in continuing professional education (CPE)
    (Universidad ESAN. ESAN Ediciones, 2021-09-03) Morales, Miguel; Calderón, Luis Felipe
    This paper reports the results of a study on service quality in a business school. We examine the concept of service quality with data collected from 205 executive students. The results obtained from applying exploratory factor analysis to our data suggest that the theoretical factor structure consisting of five factors could not be empirically replicated. The empirical factor structure consist of four factors (tangibles faculty administration and reliability-empathy) being reliability-empathy the most important dimension for professional students. Confirmatory factor analysis results provide strong support for the four-dimensional structure of service quality in a business school setting.