Comparación de los modelos formativo, reflexivo y de antecedentes de evaluación estudiantil del servicio de docencia // Comparison of Formative, Reflective, and Antecedents Models of Students Evaluation of Teaching Service

Autores/as

  • Carlos Eduardo Valdivieso Taborga Departamento de Ciencias Exactas Universidad Privada Boliviana, UPB (Bolivia)

Palabras clave:

Calidad de servicio de docencia, valor percibido, satisfacción estudiantil, intenciones de comportamiento, modelos estructurales, enfoque formativo y reflexivo

Resumen

Se ha llevado a cabo un análisis comparativo entre un modelo con enfoque de medición formativo, otro reflexivo y un tercero de antecedentes, de las dimensiones de la calidad de servicio de docencia.

Previamente se diseñaron instrumentos válidos y fiables para la medición de la calidad de servicio y sus constructos relacionados, a través de un estudio exploratorio para obtener validez de contenido. Además, se llevaron a cabo un análisis factorial exploratorio (AFE) y otro confirmatorio (AFC), para obtener la estructura dimensional adecuada e ítems relevantes.

Usando modelos de estructuras de covarianza (MEC) se comprobó que el modelo de antecedentes, aunque presenta igual poder predictivo, tiene mejores índices de ajuste que los modelos reflexivo y formativo.

------------------------------------ 

A comparative analysis between three measurement models (with formative, reflective, and antecedents approach) has been conducted to measure the dimensions of the teaching service quality.

Previously valid and reliable instruments have been designed to measure the service quality and related constructs. An exploratory study has been performed to obtain content validity. Additionally, both exploratory and confirmatory factor analysis (EFA and CFA, respectively) have been conducted to obtain the appropriate dimensional structure and relevant items.

Using structural equations modeling (MEC) has been found that the antecedent model, although it has the same predictive power, has better fit indices than reflective and formative models.

Descargas

Los datos de descargas todavía no están disponibles.

Citas

Abdullah, F. (2006): “Measuring service quality in higher education: HEdPERF versus SERVPERF”, Marketing Intelligence & Planning, 24 (1): 31–47.

Alén, M.E.; Fraiz, J.A. (2006): “Evaluación de la relación existente entre la calidad de servicio, la satisfacción y las intenciones de comportamiento en el ámbito del turismo termal”,Revista Europea de Dirección y Economía de la Empresa, 15 (3): 171–184.

Asubonteng, P.; McCleary, K.J.; Swan, J.E. (1996): “SERVQUAL revisited: a critical review of service quality”, Journal of Service Marketing, 10 (6): 62–81.

Banwet, D.K.; Datta, B. (2003): “A study of the effect of perceived lecture quality on post-lecture intentions”, Work Study, 52 (5): 234–243.

Bollen, K. (1989): “Structural equations with latent variables”, John Wiley & Sons, New York, NY.

Boulding, W.; Kalra, A.; Staelin, R.; Zeithaml, V.A. (1993): “A dynamic process model of service quality: from expectations to behavioral intentions”, Journal of Marketing Research, 30: 7–27.

Brady, M.K.; Cronin, J.J.; Brand, R.R. (2002): “Performance-only measurement of service quality: a replication and extension”, Journal of Business Research, 55: 17–31.

Brady, M.K.; Knight, G.A.; Cronin, J. Jr.; Tomas G.; Hult, M.; Keillor, B.D. (2005): “Removing the contextual lens: a multinational, multi-setting comparison of service evaluation models”, Journal of Retailing, 81 (3): 215–230.

Carman, J.M. (1990): “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, 66 (1): 33–55.

Carman, J.M. (2000): “Patient perceptions of service quality: combining the dimensions”, Journal of Services Marketing, 14 (4): 337–352.

Choi, K.S; Cho, W.H; Lee S.; Lee, H.; Kim, C. (2004): “The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study”, Journal of Business Research, 57: 913–921.

Churchill, G.A.Jr. (1979): “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, 16 (1): 64–73.

Coltman, T.; Devinney, T.M.; Midgley, D.F.; Venai, S. (2008): “Formative versus reflective measurement models: Two applications of formative measurement”, Journal of Business Research, 61(12): 1250–1262.

Cronin, J.J.; Taylor, S.A. (1992): “Measuring Service Quality: a reexamination and extension”, Journal of Marketing, 56: 55–68.

Cupani, M. (2012): “Análisis de Ecuaciones Estructurales: conceptos, etapas de desarrollo y un ejemplo de aplicación”, Revista Tesis, 1: 186–199.

Dabholkar, P.A.; Sheperd, C.D.; Thorpe, D.I. (2000): “A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study”, Journal of Retailing, 76 (2): 139–173.

Dabholkar, P.A.; Thorpe, D.I.; Rentz, J.O. (1996): “A measure of service quality for retail stores”, Journal of the Academy of Marketing Science, 24: 3–16.

Diamantopoulos, A. (2008): “Formative indicators: Introduction to the special issue”, Journal of Business Research, 61(12): 1201–1202.

Domínguez, M.; Blancas, F.J; Guerrero, F.M.; González, M. (2011): “A Critical Review to Construct Composite Indicators”, Revista de Métodos Cuantitativos para la Economía y la Empresa, 11: 41–70.

Fedriani, E.M.; Martín, A.M. (2011): “A Multidimensional Poverty Indicator Based on Euclidean Geometry”, Revista de Ciencias Sociales (RCS), XVII (4): 625–639.

García, M.A. (2011): “Análisis causal con ecuaciones estructurales de la satisfacción ciudadana con los servicios municipales”. Proyecto Fin de Máster. Universidad de Santiago de Compostela.

Grönroos, C. (1984): “A service quality model and its marketing implications”, European Journal of Marketing, 18 (4): 36–44.

Howell, R.D.; Breivik, E.; Wilcox, J.B. (2007): “Is Formative Measurement Really Measurement? Reply to Bollen (2007) and Bagozzi (2007)”, Psychological Methods, 12 (2): 238–245.

Janda, S.; Trocchia, P.J.; Gwinner, K.P. (2002): “Consumer perceptions of internet retail service quality”, International Journal of Service Industry Management”, 13 (5): 412–431.

Jarvis, C.B.; MacKenzie, S.B.; Podsakoff, P.M. (2003): “A critical review of construct indicators and measurement model misspecification in marketing and consumer research”, Journal of Consumer Research, 30:199–218.

Johnson, R.A.; Wichern, D.W. (1998): “Applied multivariate statistical analysis”. Upper Saddle River, NJ: Prentice Hall.

Kahn, J.H. (2006): Factor analysis in Counseling Psychology research, training and practice: Principies, advances and applications. The Counseling Psychologist, 34, 1–36.

Kline, R.B. (2005): Principles and practice of structural equation modeling. New York: Guilford.

Ladhari, R. (2008): “Alternative measures of service quality: a review”, Managing Service Quality, 18 (1): 65–86.

Ladhari, R. (2009): “Service quality, emotional satisfaction, and behavioral intentions: A study in the hotel industry”, Managing Service Quality, 19 (3), 308–331.

LeBlanc, G.; Nguyen, N. (1997): “Searching for excellence in business education: an exploratory study of customer impressions of service quality”, International Journal of Educational Management, 11 (2): 72–79.

Lin, C.H.; Sher, P.J.; Shih, H.Y. (2005): “Past progress and future directions in conceptualizing customer perceived value”, International Journal of Service Industry Management, 16 (4), 318– 336.

Long, J.S. (1983): “Covariance structure models: an introduction to LISREL”, Sage University Paper Series on Quantitative Applications in the Social Sciences, N° 07-034, Newbury Park, CA: Sage.

Markovic, S. (2006): “Students' expectations and perceptions in Croatian tourism and hospitality higher education: SERVQUAL versus UNIQUAL”, South East European Journal of Economics and Business, 1 (1): 78–88.

Martínez, R. (1995): “Psicometría: teoría de los test psicológicos y educativos”. Madrid: Síntesis Psicología S.A.

Martínez-López, F.J.; Gázquez-Abad, J.C.; Sousa, C.M.P. (2012): “Structural Equation Modeling in Marketing and Business Research: Critical Issues and Practical Recommendations”, European Journal of Marketing, 47 (1): 1–33.

Oh, H. (1999): “Service quality, customer satisfaction and customer value: a holistic perspective”, International Journal of Hospitality Management, 18: 67–82.

Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. (1985): “A conceptual model of service quality and its implications for future research”, Journal of Marketing, 49 (4): 41–50.

Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. (1988): “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, 64 (1): 12–40.

Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. (1991): “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, 67 (4): 420–450.

Podsakoff, N.; Shen, W.; Podsakoff, P.M. (2006):“The role of formative measurement models in strategic management research: review, critique and implications for future research”. En Ketchen, D.J.; Bergh, D.D. (eds.): “Research Methodology in Strategic Management”, Vol. 3. JAI Press, Amsterdam, pp. 197–252.

Poza, C.; Fernández, J.A. (2011): “What Factors Explain the Multimensional Poverty in Spain? An Approach by Means of Structural Equation Models”, Revista de Métodos Cuantitativos para la Economía y la Empresa, 12: 81–110.

Sharma, S. (1996): “Applied multivariate techniques”. Nueva York: John Wiley & Sons, Inc.

Snipes, R.L.; Thomson, N.F.; Oswald, S.L. (2006):“Gender bias in customer evaluations of service quality: an empirical investigation”, Journal of Services Marketing, 20/4: 274–284.

Spreng, R.A.; Mackoy, R.D. (1996): “An empirical examination of a model of perceived service quality and satisfaction”, Journal of Retailing, 722: 201–214.

Taylor, S.A.; Baker, T.L. (1994): “An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions”, Journal of Retailing, 70 (2): 163–178.

Taylor S.A.; Nicholson, J.D.; Milan, J.; Valencia Martinez, R. (1997): “Assessing the roles of service quality and customer satisfaction in the formation of the purchase intentions of Mexican consumers”, Journal of Marketing: Theory and Practice, 5 (1): 78–90.

Teas, R.K. (1993): “Expectations, performance evaluation, and consumers' perceptions of quality”, Journal of Marketing, 57 (4): 18–34.

Ullman, J.D. (1996): “Structural equation modeling”. En Tabachnick B.G. y Fidell L.S. (eds.): “Using multivariable statistics”, New York: HarperCollins, 709–780.

Uriel, E.; Aldás, J. (2005): “Análisis multivariante aplicado”. Madrid: Thomson.

Wang, Y.; Lo H.P. (2002): “Service quality, customer satisfaction and behavior intentions”, Info, 4 (6): 50–60.

Wilcox, J.B.; Howell, R.D.; Breivik, E. (2008): “Questions about formative measurement”, Journal of Business Research, 61 (12): 1219–1228.

Zeithaml, V.A.; Berry, L.L.; Parasuraman, A. (1996): “The behavioral consequences of service quality”, Journal of Marketing, 60 (2): 31–46.

Publicado

2016-11-04

Cómo citar

Valdivieso Taborga, C. E. (2016). Comparación de los modelos formativo, reflexivo y de antecedentes de evaluación estudiantil del servicio de docencia // Comparison of Formative, Reflective, and Antecedents Models of Students Evaluation of Teaching Service. Revista De Métodos Cuantitativos Para La Economía Y La Empresa, 16, Páginas 95 a 120. Recuperado a partir de https://www.upo.es/revistas/index.php/RevMetCuant/article/view/2182

Número

Sección

Artículos