Σύγκριση μεθόδων

	Δείκτης Αμερικανικής Ικανοποίησης Πελατών (ACSI)	Κλίμακα Ηλεκτρονικής Ποιότητας Υπηρεσιών E-S-QUAL	HEdPERF Κλίμακα Αξιολόγησης Ποιότητας Ανώτατης Εκπαίδευσης
Πεδίο	Διοίκηση Μάρκετινγκ	Διοίκηση Μάρκετινγκ	Διοίκηση Μάρκετινγκ
Οικογένεια	Process / pipeline	Process / pipeline	Process / pipeline
Έτος προέλευσης	1996	2005	2003
Δημιουργός	Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant	A. Parasuraman, Valerie A. Zeithaml, Anantharanthan Malhotra	Ganesan Srikanthan, John F. Dalrymple
Τύπος	Structural equation model for satisfaction and loyalty	Multi-dimensional electronic service quality scale	Multi-dimensional higher education service quality scale
Θεμελιώδης πηγή	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.	Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213-233.	Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138.
Εναλλακτικές ονομασίες	ACSI, National Customer Satisfaction Index	E-S-QUAL, Online Service Quality Scale	HEdPERF, Educational Service Quality Scale
Συναφείς	4	3	4
Σύνοψη	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.	E-S-QUAL is a 22-item scale developed by Parasuraman, Zeithaml, and Malhotra (2005) to measure service quality in electronic commerce and digital service environments. Adapting the foundational SERVQUAL dimensions to online contexts, E-S-QUAL assesses four core dimensions: Efficiency (ability to complete transactions quickly), Fulfillment (accurate order fulfillment and on-time delivery), System Availability (website uptime and technical performance), and Privacy (security of customer data and transactions). The scale captures both service delivery (how the website functions) and service recovery (how problems are handled).	HEdPERF is a 41-item scale designed specifically to measure service quality in higher education contexts, developed by Srikanthan and Dalrymple (2003). Extending SERVQUAL's framework to academic environments, HEdPERF captures unique dimensions of educational service: Academic Aspects (teaching quality, curriculum relevance), Non-Academic Aspects (administrative efficiency, physical facilities), Reputation (institutional prestige, employability), Access (availability of information, ease of enrollment), and Programme Issues (program content, skill development). The scale addresses the distinctive characteristics of educational services, which blend academic content delivery with student support and institutional experience.