<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0186-1042</journal-id>
<journal-title><![CDATA[Contaduría y administración]]></journal-title>
<abbrev-journal-title><![CDATA[Contad. Adm]]></abbrev-journal-title>
<issn>0186-1042</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional Autónoma de México, Facultad de Contaduría y Administración]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0186-10422018000500001</article-id>
<article-id pub-id-type="doi">10.22201/fca.24488410e.2018.1106</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Medir desempeño del servicio de bancos detallistas en México: una adaptación del Servperf]]></article-title>
<article-title xml:lang="en"><![CDATA[Measuring service performance of retail banks in Mexico: A Servperf adaptation]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Vera]]></surname>
<given-names><![CDATA[Jorge]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Trujillo]]></surname>
<given-names><![CDATA[Andrea]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Instituto Tecnológico y de Estudios Superiores de Monterrey  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2018</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2018</year>
</pub-date>
<volume>63</volume>
<numero>4</numero>
<fpage>0</fpage>
<lpage>0</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0186-10422018000500001&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0186-10422018000500001&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0186-10422018000500001&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El propósito es ofrecer un instrumento para medir desempeño del servicio de bancos detallistas en México. Este instrumento está basado en la escala SERVPERF propuesta por Cronin y Taylor (1992). El artículo se enmarca dentro del área de medición de la calidad y del desempeño del servicio. Se parte de una adaptación previa en inglés del SERVPERF a esta industria. Se narra el proceso de adaptación de los reactivos al idioma español en el contexto mexicano. Para esta adaptación se utilizó tanto consulta con especialistas, como entrevistas a profundidad con clientes de bancos, para verificar que entendieran la redacción de los reactivos. Se presenta una prueba empírica del cuestionario con n=201 clientes de bancos detallistas. Se realizaron diversas pruebas para corroborar confiabilidad y validez del instrumento. Se muestra que la escala cumple con criterios de validez convergente y discriminante mediante análisis factorial y análisis estructural confirmatorio. Se analizan y se discuten las dimensiones de la escala donde estas se comparan con planteamientos anteriores. Adicionalmente se lleva a cabo una prueba de validez predictiva mediante análisis de regresión.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract The purpose of this work is to offer a scale to measure service performance of retail banks in Mexico. It is based on the SERVPERF scale by Cronin and Taylor (1992). The article is framed in the service quality and performance literature. This instrument is initially based on a previous adaptation of the SERVPERF scale in English to retail banks. It is explained how the items were contextually adapted to the Spanish language. For a correct translation-adaptation interviews with specialists and clients were carried over. This procedure helped to ensure that the writing of the items was understandable end to verify that they were measuring what was intended. The result of an n=201 retail bank clients empirical test is presented. Several test to verify reliability and validity were performed. Using an factorial analysis and a confirmatory structural analysis it is presented how the scale accomplish convergent and discriminant validity criteria as well. In comparison with previous approaches, the dimensionality of the scale is analyzed. Also, an assessment of the scale&#8217;s predictive validity was performed.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Desempeño del servicio]]></kwd>
<kwd lng="es"><![CDATA[Calidad del servicio]]></kwd>
<kwd lng="es"><![CDATA[Servicio bancario detallista]]></kwd>
<kwd lng="es"><![CDATA[Banco detallista]]></kwd>
<kwd lng="en"><![CDATA[Accruals: Service performance]]></kwd>
<kwd lng="en"><![CDATA[Service quality]]></kwd>
<kwd lng="en"><![CDATA[Retail bank service]]></kwd>
<kwd lng="en"><![CDATA[Retail bank]]></kwd>
</kwd-group>
</article-meta>
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