手法を比較

	SERVPERF尺度	HEdPERF高等教育パフォーマンス尺度
分野	マーケティング・マネジメント	マーケティング・マネジメント
系統	Process / pipeline	Process / pipeline
提唱年	1992	2003
提唱者	Joseph J. Cronin Jr., Steven A. Taylor	Ganesan Srikanthan, John F. Dalrymple
種類	Performance-only service quality scale	Multi-dimensional higher education service quality scale
原典	Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.	Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138.
別名	Perception-Only Service Quality Scale, SERVPERF-Performance Model	HEdPERF, Educational Service Quality Scale
関連	4	4
概要	SERVPERF, developed by Cronin and Taylor in 1992, is a streamlined service quality measurement instrument that evaluates perceived service performance only, without the expectation component. Using 22 items identical in content to SERVQUAL but applied to perception alone, SERVPERF reduces survey burden while maintaining dimensional coverage of Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Empirical evidence suggests SERVPERF performs equally well or better than SERVQUAL in explaining overall satisfaction.	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.