Un estudio exploratorio de los factores determinantes de la calidad de los servicios

Abstract

This paper centres on to study how they influence different dimensions in different services and to know if common variables exist in the different services. The results of the empirical work, carried out on sample of 223 clients of services non educational university and 1008 users coming from different external services to the university, demonstrate that the used dimensions influence in the different services, being the dimensions tangible elements and empathy those that more impact causes in the analysis of quality, with independence of the evaluated service. Finally, main contributions of the study are discussed and practical implications.