השוואת שיטות
סקרו את השיטות שבחרתם זו לצד זו; שורות שבהן יש הבדל מודגשות.
| מדד שביעות רצון הלקוחות האמריקאי (ACSI)× | HEdPERF סולם ביצועי השכלה גבוהה× | |
|---|---|---|
| תחום | ניהול שיווק | ניהול שיווק |
| משפחה | Process / pipeline | Process / pipeline |
| שנת המקור≠ | 1996 | 2003 |
| הוגה השיטה≠ | Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant | Ganesan Srikanthan, John F. Dalrymple |
| סוג≠ | Structural equation model for satisfaction and loyalty | Multi-dimensional higher education service quality scale |
| מקור מכונן≠ | 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 ↗ |
| כינויים | ACSI, National Customer Satisfaction Index | HEdPERF, Educational Service Quality Scale |
| קשורות | 4 | 4 |
| תקציר≠ | 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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