Measuring service quality of the science education workshop using the SERVPERF model

Bringing science closer to the general public is a constant task that academics and researchers have the social commitment to perform with quality. This research evaluated the quality of the service provided by teachers during the “Educational Workshop Magic of Chemistry” at the Institute of Astronomy and Meteorology of the University of Guadalajara, using the SERVPERF model. The research had a quantitative, crosssectional, descriptive and non-experimental approach. The sampling was nonprobabilistic by convenience with 110 people, with a ratio of 5 questionnaires in relation to the 22 items of the instrument (Hair et al., 1999). The measurement instrument was validated with values above 0.700 of Cronbach's Alpha (Nunnally, 1978) and descriptive statistics were used to corroborate the normality of the data, the correlation between items and the five variables measured with the SERVPERF model.