Comparar métodos

	Escala Eletrônica de Qualidade de Serviço E-S-QUAL	Escala SERVPERF	Escala de Qualidade de Serviço SERVQUAL
Área	Gestão de marketing	Gestão de marketing	Gestão de marketing
Família	Process / pipeline	Process / pipeline	Process / pipeline
Ano de origem	2005	1992	1988
Autor original	A. Parasuraman, Valerie A. Zeithaml, Anantharanthan Malhotra	Joseph J. Cronin Jr., Steven A. Taylor	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry
Tipo	Multi-dimensional electronic service quality scale	Performance-only service quality scale	Multi-dimensional 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.	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.
Outros nomes	E-S-QUAL, Online Service Quality Scale	Perception-Only Service Quality Scale, SERVPERF-Performance Model	Service Quality Instrument, Gap Model
Relacionados	3	4	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.	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.