DOI: 10.36347/sjahss.2018.v06i02.004

Pages: 295-310

An empirical study was carried out at the Universidad Privada Boliviana (UPB) in order to analyze the influence of the introduction of antecedent constructs in a structural equations model of university service evaluation. Previously, instruments were designed to measure the investigated constructs of class service evaluation with adequate validity and reliability. Three models of class service evaluation were analyzed through the structural equation modeling (SEM): 1) comprehensive, 2) service quality antecedents, and 3) antecedents of service quality and value. The comparison of the values of the direct and indirect paths and the predictive power between the three models allowed testing positively the three hypotheses raised in the investigation. The most important finding is that if antecedent constructs (either the quality of service or the value) are introduced to the comprehensible model, they produce an increase in the intensity of their routes with their constructs consequence. On the other hand, the hierarchical superiority of the perceived value over the service quality in its influence with the mediator construct (student satisfaction) and the predictive construct (behavioral intentions of postclass) was verified. These conclusions are particular to the specific context in which the research was carried out and will require the contribution of other specific research in other universities to achieve generalization.