Comparer des méthodes

	Échelle de Qualité de Service SERVQUAL	American Customer Satisfaction Index (ACSI)
Domaine	Gestion du marketing	Gestion du marketing
Famille	Process / pipeline	Process / pipeline
Année d'origine	1988	1996
Auteur d'origine	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry	Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant
Type	Multi-dimensional service quality scale	Structural equation model for satisfaction and loyalty
Source fondatrice	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.	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.
Alias	Service Quality Instrument, Gap Model	ACSI, National Customer Satisfaction Index
Apparentées	4	4
Résumé	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.	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.