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Psicothema was founded in Asturias (northern Spain) in 1989, and is published jointly by the Psychology Faculty of the University of Oviedo and the Psychological Association of the Principality of Asturias (Colegio Oficial de Psicólogos del Principado de Asturias).
We currently publish four issues per year, which accounts for some 100 articles annually. We admit work from both the basic and applied research fields, and from all areas of Psychology, all manuscripts being anonymously reviewed prior to publication.

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Psicothema, 2009. Vol. Vol. 21 (nº 3). 421-426




Un análisis transnivel de las relaciones de la calidad de servicio y la confirmación de expectativas con la satisfacción de los usuarios

Rosa M. Sánchez-Hernández, Vicente Martínez-Tur*, M. Gloria González-Morales**, José Ramos* y José M. Peiró*

Universidad Veracruzana (México), * Universidad de Valencia y ** George Mason University (Estados Unidos)

Este artículo examina las relaciones de la confirmación de expectativas y de la calidad de servicio funcional y relacional con la satisfacción de los usuarios que se atienden. Se contó con la participación de 156 empleados que estaban trabajando en 52 unidades de trabajo. Asimismo, se pasó un cuestionario a 517 usuarios que habían sido atendidos por dichas unidades de trabajo. Partiendo de un enfoque transnivel, se utilizó un modelo de coeficientes aleatorios para examinar las relaciones entre dichas variables. La confirmación de expectativas mantuvo una fuerte relación con la satisfacción. Además, los resultados confirmaron la existencia de una relación adicional estadísticamente significativa entre calidad de servicio funcional y satisfacción. En cambio, no se observaron relaciones estadísticamente significativas entre calidad de servicio relacional y satisfacción del usuario. El trabajo termina con una discusión de estos resultados.

A cross-level analysis of the links between service quality and disconfirmation of expectations and customer satisfaction. This article examines links between disconfirmation of expectations and functional and relational service quality perceived by employees and customer satisfaction. A total of 156 employees, who were working in 52 work units, participated in the research study. In addition, 517 customers who were assisted by these work units were surveyed. Using a cross-level approach, we used a random coefficient model to test the aforementioned relationships. A strong relationship between disconfirmation of expectations and customer satisfaction was observed. Also, the results confirmed that functional service quality maintains an additional and significant association with customer satisfaction. In contrast, there were no significant relationships between relational service quality and customer satisfaction. The article concludes with a discussion of these results.

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