手法を比較

	SERVQUAL サービス品質尺度	HEdPERF高等教育パフォーマンス尺度	SERVPERF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	マーケティング・マネジメント
系統	Process / pipeline	Process / pipeline	Process / pipeline
提唱年	1988	2003	1992
提唱者	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry	Ganesan Srikanthan, John F. Dalrymple	Joseph J. Cronin Jr., Steven A. Taylor
種類	Multi-dimensional service quality scale	Multi-dimensional higher education service quality scale	Performance-only service quality scale
原典	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.	Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138.	Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
別名	Service Quality Instrument, Gap Model	HEdPERF, Educational Service Quality Scale	Perception-Only Service Quality Scale, SERVPERF-Performance Model
関連	4	4	4
概要	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.	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.