방법 비교

	SERVQUAL 서비스 품질 척도	HEdPERF 고등교육 성과 척도
분야	마케팅 관리	마케팅 관리
계열	Process / pipeline	Process / pipeline
기원 연도	1988	2003
창시자	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry	Ganesan Srikanthan, John F. Dalrymple
유형	Multi-dimensional service quality scale	Multi-dimensional higher education service quality scale
원전	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.
별칭	Service Quality Instrument, Gap Model	HEdPERF, Educational Service Quality Scale
관련	4	4
요약	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.