Methoden vergleichen

	American Customer Satisfaction Index (ACSI)	SERVPERF-Skala
Fachgebiet	Marketingmanagement	Marketingmanagement
Familie	Process / pipeline	Process / pipeline
Entstehungsjahr	1996	1992
Urheber	Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant	Joseph J. Cronin Jr., Steven A. Taylor
Typ	Structural equation model for satisfaction and loyalty	Performance-only service quality scale
Wegweisende Quelle	Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7-18.	Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
Aliasnamen	ACSI, National Customer Satisfaction Index	Perception-Only Service Quality Scale, SERVPERF-Performance Model
Verwandt	4	4
Zusammenfassung	The American Customer Satisfaction Index (ACSI), developed by Fornell and colleagues in 1996, is a structural equation modeling-based approach to measuring and predicting customer satisfaction across industries and over time. ACSI assesses customer expectations, perceived value, perceived quality, complaints, and loyalty in a unified framework. Since 1994, ACSI data has been collected quarterly on thousands of customers across diverse U.S. industries, making it a key economic indicator and benchmark for organizational performance.	SERVPERF, developed by Cronin and Taylor in 1992, is a streamlined service quality measurement instrument that evaluates perceived service performance only, without the expectation component. Using 22 items identical in content to SERVQUAL but applied to perception alone, SERVPERF reduces survey burden while maintaining dimensional coverage of Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Empirical evidence suggests SERVPERF performs equally well or better than SERVQUAL in explaining overall satisfaction.