Compară metode

	Scala SERVPERF	Indexul American de Satisfacție a Clienților (ACSI)	HEdPERF Scara de performanță în învățământul superior
Domeniu	Managementul marketingului	Managementul marketingului	Managementul marketingului
Familie	Process / pipeline	Process / pipeline	Process / pipeline
Anul apariției	1992	1996	2003
Autorul original	Joseph J. Cronin Jr., Steven A. Taylor	Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant	Ganesan Srikanthan, John F. Dalrymple
Tip	Performance-only service quality scale	Structural equation model for satisfaction and loyalty	Multi-dimensional higher education service quality scale
Sursa seminală	Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.	Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7-18.	Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138.
Denumiri alternative	Perception-Only Service Quality Scale, SERVPERF-Performance Model	ACSI, National Customer Satisfaction Index	HEdPERF, Educational Service Quality Scale
Înrudite	4	4	4
Rezumat	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.	The American Customer Satisfaction Index (ACSI), developed by Fornell and colleagues in 1996, is a structural equation modeling-based approach to measuring and predicting customer satisfaction across industries and over time. ACSI assesses customer expectations, perceived value, perceived quality, complaints, and loyalty in a unified framework. Since 1994, ACSI data has been collected quarterly on thousands of customers across diverse U.S. industries, making it a key economic indicator and benchmark for organizational performance.	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.