Lodgserv: A Service Quality Index for the Lodging Industry

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.