Hotel Service Quality Scale
The Hotel Service Quality Scale (HSQS), including the Lodging Quality Index (LQI) developed by Getty & Getty (2003), measures guest perceptions of hotel service quality across multiple dimensions (room comfort, staff responsiveness, facilities, value). Using expectancy-disconfirmation theory, it captures not only perceived quality but the gap between expectations and reality, enabling precise diagnosis of service strengths and improvement priorities. Essential for hospitality managers seeking competitive positioning through service excellence and for franchisees maintaining brand standards.
원본 기록
방법의 원본 기록에서 그대로 복사된 인용입니다. 이로부터 수준별 검증이 추론되지 않습니다.
- Getty, J. M., & Getty, R. L. (2003). Lodging quality index (LQI): Assessing Expectations and Perceptions of Lodging Quality. Cornell Hotel and Restaurant Administration Quarterly, 44(2), 33-46. · URL
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. · URL
- Rauch, D. A., Collins, M. D., Nale, R. D., & Barr, P. B. (2015). Measuring Service Quality in Mid-Scale Hotels. International Journal of Contemporary Hospitality Management, 27(1), 119-106. · DOI 10.1108/ijchm-06-2013-0254
- Lockyer, T. (2005). The perceived importance of price as one hotel selection factor. International Journal of Hospitality Management, 24(4), 617-628. · URL
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