Comparar métodos

	Escala de Qualidade de Serviço SERVQUAL	Escala SERVPERF
Área	Gestão de marketing	Gestão de marketing
Família	Process / pipeline	Process / pipeline
Ano de origem	1988	1992
Autor original	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry	Joseph J. Cronin Jr., Steven A. Taylor
Tipo	Multi-dimensional service quality scale	Performance-only service quality scale
Fonte seminal	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.	Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
Outros nomes	Service Quality Instrument, Gap Model	Perception-Only Service Quality Scale, SERVPERF-Performance Model
Relacionados	4	4
Resumo	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.	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.