DINESERV Scale

What it measures

A restaurant-specific service quality scale adapted from SERVQUAL for food service contexts. The most widely used service quality measure in restaurant and food service research, with restaurant-specific item wording covering physical environment, food delivery reliability, staff responsiveness, knowledge, and personal attention.

Representative items

• This restaurant has visually attractive dining areas. (Tangibles)
• This restaurant delivers services as promised. (Reliability)
• Employees give you prompt service. (Responsiveness)
• Employees have the knowledge to answer your questions. (Assurance)
• This restaurant gives customers individual attention. (Empathy)

Citation

Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell Hospitality Quarterly, 36(2), 56–60.