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| 美国客户满意度指数 (ACSI)× | SERVPERF量表× | |
|---|---|---|
| 领域 | 营销管理 | 营销管理 |
| 方法族 | Process / pipeline | Process / pipeline |
| 起源年份≠ | 1996 | 1992 |
| 提出者≠ | Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant | Joseph J. Cronin Jr., Steven A. Taylor |
| 类型≠ | Structural equation model for satisfaction and loyalty | Performance-only service quality scale |
| 开创性文献≠ | 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. DOI ↗ | Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68. DOI ↗ |
| 别名 | ACSI, National Customer Satisfaction Index | Perception-Only Service Quality Scale, SERVPERF-Performance Model |
| 相关 | 4 | 4 |
| 摘要≠ | 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. | 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. |
| ScholarGate数据集 ↗ |
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