手法を比較

	DINESERV Restaurant Service Quality Scale	HISTOQUAL Heritage Service Quality Scale
分野	Tourism Hospitality	Tourism Hospitality
系統	Latent structure	Latent structure
提唱年	1995	2000
提唱者	Pete Stevens; Bonnie Knutson; Mark Patton	Isabelle Frochot; Howard Hughes
種類	Multi-item perceived service-quality measurement scale	Multi-item perceived service-quality measurement scale
原典	Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A Tool for Measuring Service Quality in Restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56-60.	Frochot, I., & Hughes, H. (2000). HISTOQUAL: The development of a historic houses assessment scale. Tourism Management, 21(2), 157-167.
別名	DINESERV, Restaurant Service Quality Instrument, Dining Service Quality Scale, Foodservice SERVQUAL	HISTOQUAL, Historic Houses Assessment Scale, Heritage Attraction Service Quality Scale, Heritage Visitor Service Quality
関連	4	4
概要	DINESERV is a 29-item instrument developed by Stevens, Knutson, and Patton in 1995 to measure perceived service quality in restaurants. It adapts the five generic SERVQUAL dimensions of Parasuraman, Zeithaml, and Berry — tangibles, reliability, responsiveness, assurance, and empathy — to the specific realities of foodservice, where the meal experience blends physical surroundings, the dependability of order delivery, staff attentiveness, the competence and trustworthiness of servers, and individualized care. By administering DINESERV to diners, an operator obtains a structured reading of how customers perceive quality across these dimensions, can locate where the experience falls short, and can prioritize improvements. The scale has become one of the most widely used purpose-built measures of restaurant service quality.	HISTOQUAL is a service-quality assessment scale developed by Isabelle Frochot and Howard Hughes in 2000 specifically for historic houses and, by extension, heritage attractions. Recognizing that the generic SERVQUAL model did not fully capture the heritage visitor experience, the authors retained three SERVQUAL dimensions — tangibles, responsiveness, and empathy — and added two dimensions specific to the heritage context: communications (the quality of interpretation, signage, and information) and consumables (the supporting facilities such as catering, shops, and amenities). The result is a five-dimension instrument that measures perceived service quality at heritage sites in terms that matter to visitors, from the condition and atmosphere of the property to how well its story is told and how comfortable the visit is.