Comprender la intención conductual de los estudiantes en los gimnasios universitarios: el papel de la calidad del servicio y la satisfacción
DOI:
https://doi.org/10.55040/zd850933Palabras clave:
calidad del servicio, satisfacción estudiantil, intención de comportamiento, gimnasio universitario, educación superior, SEMResumen
Este estudio investiga las relaciones entre la calidad del servicio, la satisfacción estudiantil y la intención de comportamiento en el gimnasio de la Universidad Nacional de Agricultura de Vietnam. La muestra estuvo compuesta por 200 estudiantes usuarios de las instalaciones. Los datos se analizaron mediante estadística descriptiva, análisis factorial confirmatorio de orden superior, modelado de ecuaciones estructurales y remuestreo (bootstrapping). Los resultados muestran que la calidad del servicio influye significativamente en la satisfacción estudiantil y la intención de comportamiento. Asimismo, la satisfacción estudiantil también afecta positivamente la intención de comportamiento y media parcialmente la relación entre la calidad del servicio y el uso futuro. Entre las dimensiones de primer orden, la seguridad, la capacidad de respuesta y la tangibilidad contribuyeron de manera más significativa al constructo de calidad del servicio de orden superior. Los hallazgos indican que tanto el juicio evaluativo como la valoración directa del servicio influyen en la intención de comportamiento de los estudiantes en los servicios de gimnasio del campus. Al validar un constructo de calidad del servicio de orden superior ampliado, el estudio sugiere que los administradores universitarios deberían mejorar la profesionalidad del personal, la capacidad de respuesta del servicio y las condiciones físicas, al tiempo que adaptan la accesibilidad al servicio a las rutinas diarias de los estudiantes.
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