VALIDATION OF A SERVICE PERFORMANCE SCALE IN A TOXICOLOGY CENTER FROM CHILE
Objective: To assess construct validity and SERVPERF scale reliability in users requiring information by phone at the Toxicology Information Center of the Pontifical Catholic University of Chile (CITUC, Spanish acronym).Methodology: Instrument validation study for telephone service. The sample was m...
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| Autores principales: | , , |
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| Formato: | Artículo revista |
| Lenguaje: | Español |
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Escuela de Salud Pública y Ambiente. Fac. Cs. Médicas UNC
2017
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| Acceso en línea: | https://revistas.unc.edu.ar/index.php/RSD/article/view/17702 |
| Aporte de: |
| Sumario: | Objective: To assess construct validity and SERVPERF scale reliability in users requiring information by phone at the Toxicology Information Center of the Pontifical Catholic University of Chile (CITUC, Spanish acronym).Methodology: Instrument validation study for telephone service. The sample was made up of 180 users who required telephone information in a three-month period. Internal consistency of the instrument was determined using Cronbach´s alpha (?). Construct validity was assessed by exploratory factor analysis. Results: Factor analysis yield a 6-factor structure and showed that some items tend to blend among dimensions. When determining reliability for the dimensions we obtained: reliability, ?= 0.678; responsibility, ?=0.852; assurance, ?=0.878 and empathy, ?=0.887. Service provided by CITUC professionals was given the maximum score when assessed by users. Conclusions: SERVPERF scale gets adequate reliability levels; thus, the instrument has consistency and stability. Further analysis of construct validity would be interesting since empirical evidence is not consistent with theoretical evidence. |
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