Comparar métodos

	Escala Eletrônica de Qualidade de Serviço E-S-QUAL	Escala SERVPERF
Área	Gestão de marketing	Gestão de marketing
Família	Process / pipeline	Process / pipeline
Ano de origem	2005	1992
Autor original	A. Parasuraman, Valerie A. Zeithaml, Anantharanthan Malhotra	Joseph J. Cronin Jr., Steven A. Taylor
Tipo	Multi-dimensional electronic service quality scale	Performance-only service quality scale
Fonte seminal	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.	Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
Outros nomes	E-S-QUAL, Online Service Quality Scale	Perception-Only Service Quality Scale, SERVPERF-Performance Model
Relacionados	3	4
Resumo	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).	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.