Search results

No matter how much effort is placed into producing quality service, the true test lies in the perception of customers. To assess this perception, lodging executives have only a few quantitative instruments available from which to choose, since the development of such scales is still in its infancy. This study takes the reader through the step‐by‐step development of a reliable and valid quantitative measuring tool that lodging practitioners can implement to measure their customers’ perception of delivered quality. The procedures followed begin with the same original dimensions that were used to develop SERVQUAL. The resulting lodging quality index (LQI) emphasizes five clearly defined dimensions of service quality.