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.

Representative items

• A good hotel should have modern, attractive facilities. (Tangibles)
• A good hotel should deliver services as promised. (Reliability)
• A good hotel should have knowledgeable, confident staff. (Assurance)
• A good hotel should provide prompt service. (Responsiveness)
• A good hotel should give guests individual attention. (Empathy)

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.