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| E-S-QUAL Skala elektroničke kvalitete usluge× | Indeks zadovoljstva američkih kupaca (ACSI)× | |
|---|---|---|
| Područje | Upravljanje marketingom | Upravljanje marketingom |
| Obitelj | Process / pipeline | Process / pipeline |
| Godina nastanka≠ | 2005 | 1996 |
| Tvorac≠ | A. Parasuraman, Valerie A. Zeithaml, Anantharanthan Malhotra | Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant |
| Vrsta≠ | Multi-dimensional electronic service quality scale | Structural equation model for satisfaction and loyalty |
| Temeljni izvor≠ | 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. DOI ↗ | 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. DOI ↗ |
| Drugi nazivi | E-S-QUAL, Online Service Quality Scale | ACSI, National Customer Satisfaction Index |
| Srodne≠ | 3 | 4 |
| Sažetak≠ | 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). | 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. |
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