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| SERVQUAL skala kvalitete usluge× | HEdPERF Skala kvalitete visokoškolskih usluga× | |
|---|---|---|
| Područje | Upravljanje marketingom | Upravljanje marketingom |
| Obitelj | Process / pipeline | Process / pipeline |
| Godina nastanka≠ | 1988 | 2003 |
| Tvorac≠ | A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry | Ganesan Srikanthan, John F. Dalrymple |
| Vrsta≠ | Multi-dimensional service quality scale | Multi-dimensional higher education service quality scale |
| Temeljni izvor≠ | Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. link ↗ | Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138. DOI ↗ |
| Drugi nazivi | Service Quality Instrument, Gap Model | HEdPERF, Educational Service Quality Scale |
| Srodne | 4 | 4 |
| Sažetak≠ | SERVQUAL is a 22-item, multi-dimensional scale developed by Parasuraman, Zeithaml, and Berry in 1988 to measure consumer perceptions of service quality. It captures the gap between customer expectations and actual service performance across five core dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The instrument has become the most widely used tool for service quality assessment in marketing research and practice. | 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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