LODGSERV Scale

What it measures

A hotel-specific service quality measure adapted from SERVQUAL for the lodging industry with items specifically worded for hotel contexts. The most widely used service quality measure in hotel management research, used to benchmark quality, identify service gaps, and compare across hotel categories and brands.

Response format

Likert (1–7) for expectations and perceptions sections

Scale items

Tangibles — physical facilities, equipment, and appearance (Likert 1–5, strongly disagree to strongly agree)

• Hotel staff should be well dressed and appear neat.
• Hotel lobbies and public areas should be physically attractive.
• Hotel rooms should be comfortable and inviting.
• Hotel facilities and equipment should look up-to-date.
• Hotel public areas should be clean and well maintained.
• Hotel printed materials (menus, brochures) should be visually appealing.

Reliability — consistent and accurate service delivery

• When hotel staff promise to do something by a certain time, they should do so.
• When guests have a problem, hotel staff should show a sincere interest in solving it.
• Hotel services should be performed right the first time.
• Hotels should provide their services at the times they promise to do so.
• Hotel guest records should be error-free.

Responsiveness — willingness to help and provide prompt service

• Hotel staff should keep guests informed about when services will be performed.
• Hotel staff should give prompt service to guests.
• Hotel staff should always be willing to help guests.
• Hotel staff should never be too busy to respond to guest requests.
• Hotel staff should give personalised attention to each guest.

Assurance — knowledge and courtesy and ability to inspire trust

• The behaviour of hotel staff should instil confidence in guests.
• Guests should feel safe in their interactions with hotel staff.
• Hotel staff should be consistently courteous with guests.
• Hotel staff should have the knowledge to answer guests' questions.
• Hotel staff should be properly trained to perform their jobs.

Empathy — caring, individualised attention

• Hotel staff should give guests individual attention.
• Hotels should have operating hours convenient to all their guests.
• Hotels should understand the specific needs of their guests.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Gap model scoring: quality = perception minus expectation. Reliability and Assurance are typically the most important dimensions for hotel guests. Tangibles matter for first impressions.

Recommended companion scales

Citation

Knutson, B., Stevens, P., Wullaert, C., Patton, M., & Yokoyama, F. (1990). LODGSERV: A service quality index for the lodging industry. Hospitality Research Journal, 14(2), 277–284.

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