مقایسهٔ روش‌ها

	مقیاس کیفیت خدمات در آموزش عالی HEdPERF	شاخص رضایت مشتریان آمریکا (ACSI)
حوزه	مدیریت بازاریابی	مدیریت بازاریابی
خانواده	Process / pipeline	Process / pipeline
سال پیدایش	2003	1996
پدیدآور	Ganesan Srikanthan, John F. Dalrymple	Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant
نوع	Multi-dimensional higher education service quality scale	Structural equation model for satisfaction and loyalty
منبع بنیادین	Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138.	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.
نام‌های دیگر	HEdPERF, Educational Service Quality Scale	ACSI, National Customer Satisfaction Index
مرتبط	4	4
خلاصه	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.	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.