مقایسهٔ روش‌ها

	مقیاس کیفیت خدمات الکترونیکی ای-اس-کوال (E-S-QUAL)	مقیاس کیفیت خدمات در آموزش عالی HEdPERF
حوزه	مدیریت بازاریابی	مدیریت بازاریابی
خانواده	Process / pipeline	Process / pipeline
سال پیدایش	2005	2003
پدیدآور	A. Parasuraman, Valerie A. Zeithaml, Anantharanthan Malhotra	Ganesan Srikanthan, John F. Dalrymple
نوع	Multi-dimensional electronic service quality scale	Multi-dimensional higher education service quality scale
منبع بنیادین	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.	Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138.
نام‌های دیگر	E-S-QUAL, Online Service Quality Scale	HEdPERF, Educational Service Quality Scale
مرتبط	3	4
خلاصه	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.