Comparer des méthodes

	SERVQUAL for Public Services	Mesure de performance du Tableau de Bord Prospectif
Domaine	Public Administration	Management stratégique
Famille	Process / pipeline	Process / pipeline
Année d'origine	1988	1992
Auteur d'origine	A. Parasuraman, Valarie A. Zeithaml & Leonard L. Berry	Robert S. Kaplan and David P. Norton
Type	Multi-item service-quality survey scale	Organizational performance measurement and management system
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.	Kaplan, R. S., & Norton, D. P. (1992). The balanced scorecard: Measures that drive performance. Harvard Business Review, 70(1), 71–79.
Alias	Public Service Quality Gap Model, Government SERVQUAL, Public-Sector Service Quality Assessment, Citizen Service Quality Survey	BSC, Balanced Scorecard Framework, Kaplan-Norton Scorecard
Apparentées	4	5
Résumé	SERVQUAL is a multi-item survey instrument for measuring perceived service quality as the gap between what service users expect and what they perceive they received. Developed by A. Parasuraman, Valarie Zeithaml and Leonard Berry — conceptually in their 1985 gap model and operationally in the 1988 22-item scale — it assesses quality along five dimensions: tangibles, reliability, responsiveness, assurance and empathy. Applied to public services such as healthcare, licensing, social services and local government, SERVQUAL reframes citizens as service users whose expectations and perceptions can be measured, producing diagnostic gap scores that pinpoint where a public service is falling short of what the public expects.	The Balanced Scorecard (BSC) is a strategic management system that translates organizational strategy into a coherent set of performance measures across four perspectives: Financial, Customer, Internal Process, and Learning and Growth. Developed by Kaplan and Norton (1992) in Harvard Business Review, the BSC addresses a fundamental management gap: most organizations measure what is easy to measure (financial results) while neglecting what drives results (customer satisfaction, operational efficiency, employee capability). By balancing financial outcomes with non-financial drivers, the BSC enables organizations to understand and manage strategy execution, identify causal relationships between performance drivers, and align organizational actions with strategic objectives.