Validación de la escala SERVQUALing en la población de estudiantes de ingeniería de la Universidad de Boyacá. Caso servicios bibliográficos

The metric properties of the SERVQUALing scale were determined in order to measure the perception of the quality of service in the management Process of the Bibliographic Resources in the student population of the University of Boyaca. The results showed the model’s structure and the validity indicators grouped into two categories: internal and external validity. For the first case, with the support of an exploratory factor analysis, the items that compose each of the dimensions of the model are obtained. Subsequently, using the Cronbach’s alpha coefficient of reliability, a global value of 0.93 was confirmed, which showed that the scale has internal validity. The external validity was obtained by means of the use of statistical techniques with favorable results towards concurrent, predictive, convergent and discriminant validity; thus, the scale has desirable properties in order to measure the perception of the quality of service.