DINESERVE : How to evaluate a restaurant

A restaurant

I already wrote earlier about the SERVQUAL model. This model has been adapted into a questionaire called DINESERVE to see what guest think of a restaurant  (#/*). There are 29 items, each judged on a scale from 1 to 7. DINESERV items fall into five service quality dimensions. Reliability was found to be the most important dimension, followed by tangibles, assurance, responsiveness, and empathy. After the jump you’ll find the questionaire!

Dimension 1. Tangibles

  • The restaurant has a visually attractive parking area and building exterior
  • The restaurant has a visually attractive dining area
  • The restaurant has staff members who are clean, neat, and appropriately dressed
  • The restaurant has a decor in keeping with its image and price range
  • The restaurant has a menu that is easily readable
  • The restaurant has a visually attractive menu that reflects the restaurant’s image
  • The restaurant has a dining area that is comfortable and easy to move around in
  • The restaurant has rest rooms that are thoroughly clean
  • The restaurant has dining areas that are thoroughly clean
  • The restaurant has comfortable seats in the dining room

Dimension 2. Reliability

  • The restaurant serves you in the time promised
  • The restaurant quickly corrects anything that is wrong
  • The restaurant is dependable and consistent
  • The restaurant provides an accurate guest check
  • The restaurant serves your food exactly as you ordered it

Dimension 3. Responsiveness

  • The restaurant during busy times has employees shift to help each other maintain speed and quality of service
  • The restaurant provides prompt and quick service
  • The restaurant gives extra effort to handle your special requests

Dimension 4. Assurance

  • The restaurant has employees who can answer your questions completely
  • The restaurant makes you feel comfortable and confident in your dealings with them
  • The restaurant has personnel who are both able and willing to give you information about menu items, their ingredients, and methods of preparation
  • The restaurant makes you feel personally safe
  • The restaurant has personnel who seem well trained, competent, and experienced
  • The restaurant seems to give employees support so that they can do their jobs well

Dimension 5. Empathy

  • The restaurant has employees who are sensitive to your individual needs and wants, rather than always relying on policies and procedures
  • The restaurant makes you feel special
  • The restaurant anticipates your individual needs and wants
  • The restaurant has employees who are sympathetic and reassuring if something goes wrong
  • The restaurant seems to have the customer’s best interests at heart

Source for the introduction: Markovic 2013. Source for the questionaire: Ladhari, 2007

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