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| مقياس جودة الخدمة الإلكترونية E-S-QUAL× | مقياس جودة التعليم العالي HEdPERF× | |
|---|---|---|
| المجال | إدارة التسويق | إدارة التسويق |
| العائلة | Process / pipeline | Process / pipeline |
| سنة النشأة≠ | 2005 | 2003 |
| صاحب الطريقة≠ | A. Parasuraman, Valerie A. Zeithaml, Anantharanthan Malhotra | Ganesan Srikanthan, John F. Dalrymple |
| النوع≠ | Multi-dimensional electronic service quality scale | Multi-dimensional higher education service quality scale |
| المصدر التأسيسي≠ | Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213-233. DOI ↗ | Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138. DOI ↗ |
| الأسماء البديلة | E-S-QUAL, Online Service Quality Scale | HEdPERF, Educational Service Quality Scale |
| ذات صلة≠ | 3 | 4 |
| الملخص≠ | E-S-QUAL is a 22-item scale developed by Parasuraman, Zeithaml, and Malhotra (2005) to measure service quality in electronic commerce and digital service environments. Adapting the foundational SERVQUAL dimensions to online contexts, E-S-QUAL assesses four core dimensions: Efficiency (ability to complete transactions quickly), Fulfillment (accurate order fulfillment and on-time delivery), System Availability (website uptime and technical performance), and Privacy (security of customer data and transactions). The scale captures both service delivery (how the website functions) and service recovery (how problems are handled). | 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. |
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