Lodgserv: A Service Quality Index for the Lodging Industry
- 1 May 1990
- journal article
- research article
- Published by SAGE Publications in Hospitality Research Journal
- Vol. 14 (2) , 277-284
- https://doi.org/10.1177/109634809001400230
Abstract
LODGSERV is a 26-item index (alpha = .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 (1986): Tangibility, Reliability, Responsiveness, Assurance, and Empathy. This paper describes the development of the index and discusses its use as a management tool.Keywords
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