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| American Customer Satisfaction Index (ACSI)× | HEdPERF Korkeakoulupalveluiden Laatumittari× | |
|---|---|---|
| Tieteenala | Markkinoinnin johtaminen | Markkinoinnin johtaminen |
| Menetelmäperhe | Process / pipeline | Process / pipeline |
| Syntyvuosi≠ | 1996 | 2003 |
| Kehittäjä≠ | Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant | Ganesan Srikanthan, John F. Dalrymple |
| Tyyppi≠ | Structural equation model for satisfaction and loyalty | Multi-dimensional higher education service quality scale |
| Alkuperäislähde≠ | 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. DOI ↗ | Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138. DOI ↗ |
| Rinnakkaisnimet | ACSI, National Customer Satisfaction Index | HEdPERF, Educational Service Quality Scale |
| Liittyvät | 4 | 4 |
| Tiivistelmä≠ | 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. | 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. |
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