DINESERV Restaurant Service Quality Scale
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.
원본 기록
방법의 원본 기록에서 그대로 복사된 인용입니다. 이로부터 수준별 검증이 추론되지 않습니다.
- 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. · DOI 10.1177/001088049503600226
- 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. · URL
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관련 방법
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