Dining consumers determine which restaurants meet their quality and value standards. Restaurateurs who fail to measure up will soon see declining customer counts as guests switch to competing restaurants. “Dineserv” is proposed as a reliable, relatively simple tool for determining how consumers view a restaurant's quality. The 29-item Dineserv questionnaire comprises service-quality standards that fall into five categories: assurance, empathy, reliability, responsiveness, and tangibles. By administering the Dineserv questionnaire to guests, a restaurant operator can get a reading on how customers view the restaurant's quality, identify where problems are, and get an inkling of how to resolve them. Dineserv also provides restaurateurs with a quantified measure of what consumers expect in a restaurant. Those expectations are important, because unfulfilled expectations drive guests away.

LODGSERV is a 26-item index (alpha P .92) designed to measure consumers' expectations for service quality in the hotel experience. The index confirms the five generic dimensions of service quality hypothesized by Parsuraman, Zeithaml and Berry ( I 986): Tangibiiity, Reliability, Responsiveness, Assurance, and Empathy. This paper describes fhe development of the index and discusses its use as a management tool.

No abstract

No abstract

No abstract