방법 비교

	HEdPERF 고등교육 성과 척도	SERVQUAL 서비스 품질 척도
분야	마케팅 관리	마케팅 관리
계열	Process / pipeline	Process / pipeline
기원 연도	2003	1988
창시자	Ganesan Srikanthan, John F. Dalrymple	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry
유형	Multi-dimensional higher education service quality scale	Multi-dimensional service quality scale
원전	Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138.	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.
별칭	HEdPERF, Educational Service Quality Scale	Service Quality Instrument, Gap Model
관련	4	4
요약	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.	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.