Assessment of the quality of the food assistance service with the SERVPERF model

Abstract

Assessing service quality based on user satisfaction is an unavoidable task. That implies not only knowing the perception of users, but also generating new knowledge. That is why the main objective of this research was to evaluate the quality of the food assistance service through the SERVPERF model of Cronin and Taylor (1992) adapted to the public social assistance sector. As well as identifying the dimensions most valued by the user, corroborating the validity of the model in the sector studied. This research was developed under a quantitative, cross-sectional, descriptive and non-experimental approach (Hernández, et al., 2014; and Bernal, 2016). The sampling was non-probabilistic for convenience with 154 participants, whose ratio was 7 questionnaires in relation to the 22 items of the measurement instrument, fulfilling the criteria of Hair et al. (1999). With this investigation, the SERVPERF instrument was validated for the public sector, with acceptable levels of Cronbach's Alpha greater than 0.700 according to Nunnally (1978) and through descriptive statistics, the normality of the data was identified, in addition to verifying the correlation between elements and by each variable studied.