The DOI matches its Crossref record.
Development of SERVQUAL and DINESERV for Measuring Meal Experiences in Eating Establishments
Abstract
During the last two decades, SERVQUAL and DINESERV have been widely used to measure service quality in the hospitality industry. At the same time, interest in and research of meal experiences have increased. This article develops a measurement tool for meal experiences by combining SERVQUAL, DINESERV, and meal experience models. By measuring the meal experience, eating establishment owners should be able to increase the number of customers returning to their restaurants. Three sets of statements based on SERVQUAL were discussed in terms of six meal experience aspects, resulting in 14 new statements covering different parts of the meal experience; 11 were included in the new set of statements. Both old statements and new statements were assembled into a list of 89 statements and then randomized; the entire list was presented to three professional experts in the hospitality industry who favored statements that would cover an entire meal experience. This resulted in 29 new and old statements that together cover six meal experience aspects: core product, restaurant interior, personal social meeting, company, restaurant atmosphere, and management control system. This article develops new statements that will be adjusted to meal experience and its complexity in eating establishments. This instrument needs testing in real settings, which will be reported on in future research.
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“This study adapted the DINESERV framework, originally developed by Stevens, Knutson, and Patton (1995) and refined in subsequent applications as a restaurant-specific extension of the SERVQUAL model, to capture how diners evaluate the quality of a meal experience across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy (Hansen, 2014).”
From Restaurant Service Quality in Relation to Customer Satisfaction (2026) · cites this paper as Hansen, 2014
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Cited by
Sorted by citations
Restaurant Service Quality in Relation to Customer Satisfaction
Cabanday, F., & Estrosas, J. L. (2026) · The International Review of Multidisciplinary Research · doi:10.67167/vertex.656
“Building on this tradition, the DINESERV instrument was developed as a restaurant-specific extension of the SERVQUAL model, refining the generic service-quality dimensions into a tool explicitly suited to capturing how diners evaluate a meal experience (Hansen, 2014).”
Metadata
- Authors
- Hansen, K. V.
- Affiliations
- University of Stavanger (NO)
- Corresponding author
- Hansen, Kai Victor
- ORCID
- Hansen, Kai Victor
- Venue
- Scandinavian Journal of Hospitality and Tourism
- Publisher
- Informa UK Limited
- Published
- 2014-02-28
- Volume
- 14
- Issue
- 2
- Pages
- 116-134
- ISSN
- 1502-2250 (ISSN-L)
- 1502-2269
- OpenAlex
- W1972341803
- Cited by
- 62
- References
- 0
- Citations by year
- 2026: 1 · 2025: 1 · 2024: 3 · 2023: 6 · 2022: 6 · 2021: 9 · 2020: 14 · 2019: 7 · 2018: 4 · 2017: 3 · 2016: 8
- FWCI
- 8.06
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Scandinavian Journal of Hospitality and Tourism (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Tourism, Leisure and Hospitality Management › Culinary Culture and Tourism
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- dining experience, service quality evaluation, SERVQUAL, DINESERV, restaurants, customer returns, customer satisfaction, scale development, restaurant interior design, restaurant atmosphere, management control systems, hospitality industry
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- Hansen, K. V. (2014). Development of SERVQUAL and DINESERV for Measuring Meal Experiences in Eating Establishments. Scandinavian Journal of Hospitality and Tourism. https://doi.org/10.1080/15022250.2014.886094
