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.
Rekod sumber
Petikan disalin secara verbatim daripada rekod sumber kaedah. Tiada pengesahan peringkat tuntutan disimpulkan daripadanya.
- 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
Tuntutan yang dikurasi
Tuntutan disimpan dalam lejar bukti, setiap satu dengan penilaiannya sendiri.
Pandangan ini tidak mencipta penilaian tuntutan apabila lejar tiada.
Kaedah berkaitan
Dijana daripada graf kaedah dan ditunjukkan sebagai perhubungan yang dicadangkan mesin — tiada tuntutan bukti disimpulkan.