विधियों की तुलना करें

	ई-एस-क्वाल इलेक्ट्रॉनिक सेवा गुणवत्ता पैमाना	SERVQUAL सेवा गुणवत्ता पैमाना
क्षेत्र	विपणन प्रबंधन	विपणन प्रबंधन
परिवार	Process / pipeline	Process / pipeline
उद्भव वर्ष	2005	1988
प्रवर्तक	A. Parasuraman, Valerie A. Zeithaml, Anantharanthan Malhotra	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry
प्रकार	Multi-dimensional electronic service quality scale	Multi-dimensional service quality scale
मौलिक स्रोत	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.	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.
उपनाम	E-S-QUAL, Online Service Quality Scale	Service Quality Instrument, Gap Model
संबंधित	3	4
सारांश	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).	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.