I'd be interesting to know your opinion between this two concepts.

User Experience, as defined by Don Norman:

"User experience" encompasses all aspects of the end-user's interaction with the company, its services, and its products.

And Service Quality, from Wikipedia: in its contemporary conceptualisation, is a comparison of perceived expectations of a service with perceived performance.

It's important to me to clearly outline the difference between this to terms because I have to explain the UX concept to a group of industrial engineering students. I usually get questions on how UX is difference and/or better than regular service quality approaches such as SERVQUAL.

1 Answer 1


They are extremely different. For starters, Quality Service refers to services, while UX refers to services, products, systems, living experiences and so on.

But more important than that: User Experience is a vast environment with tons of disciplines, including psychology, computer science, design, architecture, statistics and so on. It also includes CX (customer Experience)

On the other hand, Service Quality is just a process belonging to CX. As a matter of fact, it can be reduced to an equation (from the same Wikipedia definition you mention):


(Where SQ = Service Quality, P=Perceived Performance and E= Perceived Expectations

Of course, UX can't be reduced to a single equation, because it's a complex net of interlinked disciplines.

As an example: you can measure Service Quality using the SERVQUAL method, as you correctly mention. Now, think about this: which of the many steps, processes, instances, paradigms and business scenarios are you going to measure in UX? Just to mention a few: user research, prototype, CX, usability, accessibility, marketing, statistical analysis, information architecture.... as you can see, it's absolutely impossible to measure all of it. You can measure PARTS of the UX process (for example, customer satisfaction would be quite similar to Quality Service and as a matter of fact, it's very common to use SERVQUAL as methodology), but you can't measure UX as a whole

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