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	HEdPERF Škála výkonnosti vysokého školstva	Škála kvality služieb SERVQUAL
Odbor	Marketingový manažment	Marketingový manažment
Rodina	Process / pipeline	Process / pipeline
Rok vzniku	2003	1988
Tvorca	Ganesan Srikanthan, John F. Dalrymple	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry
Typ	Multi-dimensional higher education service quality scale	Multi-dimensional service quality scale
Pôvodný zdroj	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.
Ďalšie názvy	HEdPERF, Educational Service Quality Scale	Service Quality Instrument, Gap Model
Príbuzné	4	4
Zhrnutie	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.