Uporedite metode

	E-S-QUAL Skala elektronskog kvaliteta usluge	HEdPERF Skala kvaliteta usluga u visokom obrazovanju	Lestvica SERVPERF
Oblast	Marketing menadžment	Marketing menadžment	Marketing menadžment
Porodica	Process / pipeline	Process / pipeline	Process / pipeline
Godina nastanka	2005	2003	1992
Tvorac	A. Parasuraman, Valerie A. Zeithaml, Anantharanthan Malhotra	Ganesan Srikanthan, John F. Dalrymple	Joseph J. Cronin Jr., Steven A. Taylor
Tip	Multi-dimensional electronic service quality scale	Multi-dimensional higher education service quality scale	Performance-only service quality scale
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.	Srikanthan, G., & Dalrymple, J. F. (2003). Developing a Holistic Model for Quality in Higher Education. Quality in Higher Education, 9(2), 123-138.	Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
Drugi nazivi	E-S-QUAL, Online Service Quality Scale	HEdPERF, Educational Service Quality Scale	Perception-Only Service Quality Scale, SERVPERF-Performance Model
Srodne	3	4	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).	HEdPERF is a 41-item scale designed specifically to measure service quality in higher education contexts, developed by Srikanthan and Dalrymple (2003). Extending SERVQUAL's framework to academic environments, HEdPERF captures unique dimensions of educational service: Academic Aspects (teaching quality, curriculum relevance), Non-Academic Aspects (administrative efficiency, physical facilities), Reputation (institutional prestige, employability), Access (availability of information, ease of enrollment), and Programme Issues (program content, skill development). The scale addresses the distinctive characteristics of educational services, which blend academic content delivery with student support and institutional experience.	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.