方法对比

	SERVQUAL 服务质量量表	HEdPERF 高等教育绩效量表
领域	营销管理	营销管理
方法族	Process / pipeline	Process / pipeline
起源年份	1988	2003
提出者	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry	Ganesan Srikanthan, John F. Dalrymple
类型	Multi-dimensional service quality scale	Multi-dimensional higher education service quality scale
开创性文献	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.
别名	Service Quality Instrument, Gap Model	HEdPERF, Educational Service Quality Scale
相关	4	4
摘要	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.