Resumo

SOTELO ASEF, Jesús Guillermo. Instrument to measure satisfaction of users based on the ISO 9001:2008 standard. RIDE. Rev. Iberoam. Investig. Desarro. Educ [online]. 2016, vol.7, n.13, pp.607-620. ISSN 2007-7467.

The present work aims at developing an instrument that allows measuring the satisfaction of users at an institution of higher education according to the points of the ISO standard 9001: 2008. He was the review of the existing literature on the concept and the ISO standard where there are four dimensions of the variable satisfaction of users that are expectations of service, time, tangible aspects and quality. Held an expert panel where the proposed dimensions are confirmed leaving 19 items in the questionnaire, the instrument is used the Likert scale and obtained a reliability of 0.895 cronbach alpha.

Palavras-chave : satisfaction of users; ISO 9001:2008 standard; measuring instrument.

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