The purpose of this study was to enhance an understanding of service quality in the hotel industry by developing a conceptual framework and measurement scale. Based on an extensive literature review, qualitative and empirical research, a multi-dimensional and hierarchical model of service quality for the hotel industry is proposed. Analysis of data from a total of 622 customers revealed that the proposed model fit the data well. Reliability and validity of the measurement scale were established through a pilot test and the substantive survey. This study extends the literature on service quality in the fields of hospitality and tourism management by providing a comprehensive framework and measurement scale. Theoretical and managerial implications are discussed.
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