Determination of Factors that Measure the Quality of Service in Computer Centers of the Caborca Campus of ``Universidad de Sonora``

Abstract

: The purpose of this work is to identify the factors that determine the quality of the services offered by the computer centers of the Caborca Campus of ``Universidad de Sonora``, Mexico. For this purpose, a survey was designed to find out the perception of the services from the point of view of the users. This instrument consists of twenty-four variables that constitute SERVQUALing (which is also a variation of SERVQUAL, a model that measures service quality), and was applied to users of computer centers, seeking to determine the dimensions that constitute the quality of services construct for the computer centers under study. Thus, the variables and criteria that allowed measuring the quality of the service were established, from which the survey was designed, which was applied to 181 users, out of the 1,201 that make up the population, which allowed determining the structure of the variables using the multivariate statistical method of Factor Analysis. The results indicate that the scale obtained is reliable and valid to evaluate the quality of service in information centers and the construct is made up of three dimensions, which were called elementary services, complementary services and tangible elements and image.