Lo que no debe obviarse al evaluar la calidad del servicio: contextos de aplicación, herramientas y factores
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https://doi.org/10.17533/udea.redin.13711Palabras clave:
revisión sistemática, estado del arte, calidad del servicioResumen
Este artículo localiza un Espacio Literario Relevante (ELR) sobre la evaluación de la calidad del servicio, entre 2006 y 2011, con el fin de caracterizarlo desde: tipologías de servicio, enfoques de evaluación, modelos de medición, índices de fiabilidad, técnicas cuantitativas, factores (o dimensiones de calidad) y posibles variables afectadas por ellos. Se utilizó una metodología de revisión sistemática, empleando la base de datos Scopus para la localización de los estudios. El procedimiento fue llevado a cabo mediante el ciclo planear-hacer-verificar-actuar. Los resultados mostraron al e-service como la tipología más estudiada; los modelos híbridos, la escala Likert de 7 puntos y el coeficiente Alpha de Cronbach (media 0.87) resultaron ser los de mayor uso. Además, la mayoría de los estudios aplicaron la técnica de Modelos de Ecuaciones Estructurales. Desde una interpretación holística, se propone una estructura general de la calidad del servicio. Este artículo ofrece resultados derivados de métodos reproducibles, abiertos al escrutinio y libres de sesgos de inclusión/exclusión de estudios.
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