Comparer des méthodes

	Échelle SERVPERF	Échelle E-S-QUAL de Qualité de Service Électronique	Échelle de performance de l'enseignement supérieur HEdPERF	Échelle de Qualité de Service SERVQUAL
Domaine	Gestion du marketing	Gestion du marketing	Gestion du marketing	Gestion du marketing
Famille	Process / pipeline	Process / pipeline	Process / pipeline	Process / pipeline
Année d'origine	1992	2005	2003	1988
Auteur d'origine	Joseph J. Cronin Jr., Steven A. Taylor	A. Parasuraman, Valerie A. Zeithaml, Anantharanthan Malhotra	Ganesan Srikanthan, John F. Dalrymple	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry
Type	Performance-only service quality scale	Multi-dimensional electronic service quality scale	Multi-dimensional higher education service quality scale	Multi-dimensional service quality scale
Source fondatrice	Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.	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.	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.
Alias	Perception-Only Service Quality Scale, SERVPERF-Performance Model	E-S-QUAL, Online Service Quality Scale	HEdPERF, Educational Service Quality Scale	Service Quality Instrument, Gap Model
Apparentées	4	3	4	4
Résumé	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.	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.	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.