HOLSERV Scale

What it measures

A hotel-specific service quality scale derived from confirmatory factor analysis of SERVQUAL in hospitality contexts. HOLSERV identified that the five SERVQUAL dimensions collapse into three factors for hotels: a dominant Employees factor (combining responsiveness, assurance, and empathy into a unified 'people quality' dimension), Tangibles (physical environment quality), and Reliability (consistent, accurate service delivery). The consolidation reflects that hotel guests process all interpersonal service elements — helpfulness, knowledge, courtesy, and personalisation — as a single holistic employee quality judgment rather than as distinct sub-dimensions. The Employees factor consistently accounts for the largest share of variance in hotel guest satisfaction.

Representative items

• Hotel staff are willing to help guests at any time. (Employees)
• Hotel staff are polite and respectful to all guests. (Employees)
• Hotel staff have the knowledge to answer guests' questions. (Employees)
• Hotel staff give individual attention to each guest. (Employees)
• The hotel's physical facilities and surroundings are clean and tidy. (Tangibles)

Citation

Mei, A.W.O., Dean, A.M., & White, C.J. (1999). Analysing service quality in the hospitality industry. Managing Service Quality, 9(2), 136–143.