Resumo

VERGARA SCHMALBACH, Juan Carlos  e  QUESADA IBARGUEN, Víctor Manuel. Analysis of the Quality of Service and Student Satisfaction at the School of Economics, University of Cartagena, Using a Structural Equation Model. REDIE [online]. 2011, vol.13, n.1, pp. 108-122. ISSN 1607-4041.

Structural equation models have been widely used to analyze the quality of service in various organizations, demonstrating their adaptability and efficacy in determining the variables that affect customer satisfaction. This article proposes the use of a structural equation model to determine the quality of service offered by the different academic units of the School of Economics, University of Cartagena, combining Oh's model (1999) with the original instrument of Parasuraman, Valarie, and Berry Zeithalm, presented in 1985. The result is a general diagnosis of the variables that exert the most influence on students' satisfaction, and that motivate them to recommend their institution to others.

Palavras-chave : SERVQUAL; structural equations models; service quality; customer satisfaction.