Service quality scales
| Scale (Authors and year) | Domains | Dimensions | Items | Industry context |
|---|---|---|---|---|
| SERVQUAL (Parasuraman et al., 1988) | 5 | Tangibles, reliability, responsiveness, assurance, empathy | 22 | General service industries |
| LODGSERV (Knutson et al., 1990) | 5 | Tangibles, reliability, responsiveness, assurance, empathy | 26 | Hospitality industry |
| SERVPERF (Cronin and Taylor, 1992) | 5 | Tangibles, reliability, responsiveness, assurance, empathy | 22 | General service industries |
| DINESERV (Stevens et al., 1995) | 5 | Tangibles, reliability, responsiveness, assurance, empathy | 29 | Restaurants |
| 3D[1] (Brady and Cronin, 2001) | 3 | Interaction quality, physical environment quality, outcome quality | 35 | Different service industries |
| TANGSERV (Raajpoot, 2002) | 3 | Layout/design, product/service, ambiance/social | 13 | Foodservice industry (focused on tangible elements) |
| DINESCAPE (Ryu and Jang, 2008) | 6 | Facility aesthetics, ambience, lighting, table settings, layout, service staff | 21 | Upscale restaurants (focused on physical environment elements) |
| DinEX (Antun et al., 2010) | 5 | Food, service, atmosphere, social, health | 20 | Foodservice industry (scarcely used in further studies) |
| Hierarchical (Wu and Mohi, 2015) | 3 | Outcome quality, interaction quality, physical environment quality | 46 | Fast-food restaurants |
| Scale (Authors and year) | Domains | Dimensions | Items | Industry context |
|---|---|---|---|---|
| SERVQUAL ( | 5 | Tangibles, reliability, responsiveness, assurance, empathy | 22 | General service industries |
| LODGSERV ( | 5 | Tangibles, reliability, responsiveness, assurance, empathy | 26 | Hospitality industry |
| SERVPERF ( | 5 | Tangibles, reliability, responsiveness, assurance, empathy | 22 | General service industries |
| DINESERV ( | 5 | Tangibles, reliability, responsiveness, assurance, empathy | 29 | Restaurants |
| 3D[1] ( | 3 | Interaction quality, physical environment quality, outcome quality | 35 | Different service industries |
| TANGSERV ( | 3 | Layout/design, product/service, ambiance/social | 13 | Foodservice industry (focused on tangible elements) |
| DINESCAPE ( | 6 | Facility aesthetics, ambience, lighting, table settings, layout, service staff | 21 | Upscale restaurants (focused on physical environment elements) |
| DinEX ( | 5 | Food, service, atmosphere, social, health | 20 | Foodservice industry (scarcely used in further studies) |
| Hierarchical ( | 3 | Outcome quality, interaction quality, physical environment quality | 46 | Fast-food restaurants |
Note(s): [1] (Since No previous specific denomination, authors used the 3D label)