So sánh phương pháp

	Thang đo chất lượng dịch vụ điện tử E-S-QUAL	Chỉ số Hài lòng Khách hàng Hoa Kỳ (ACSI)	Thang đo SERVPERF
Lĩnh vực	Quản trị tiếp thị	Quản trị tiếp thị	Quản trị tiếp thị
Họ	Process / pipeline	Process / pipeline	Process / pipeline
Năm ra đời	2005	1996	1992
Người khởi xướng	A. Parasuraman, Valerie A. Zeithaml, Anantharanthan Malhotra	Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara E. Bryant	Joseph J. Cronin Jr., Steven A. Taylor
Loại	Multi-dimensional electronic service quality scale	Structural equation model for satisfaction and loyalty	Performance-only service quality scale
Công trình gốc	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.	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.	Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
Tên gọi khác	E-S-QUAL, Online Service Quality Scale	ACSI, National Customer Satisfaction Index	Perception-Only Service Quality Scale, SERVPERF-Performance Model
Liên quan	3	4	4
Tóm tắt	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.	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.