A Procedure for Scaling Perceptions of Lodging Quality

Juliet M. Getty · Kenneth Neil Thompson

194 citations0/0 files storedJournal of Hospitality & Tourism Research

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Psychometric Methodologies and Testing

Abstract

The concept of quality is receiving a large amount of attention from the lodging industry. However, the development of procedures and scales for accurately assessing the level of quality perceived by customers is still in its infancy. The purpose of this research was to provide researchers with a process whereby a reliable and valid instrument can be generated that will measure customers’ perceptions of delivered quality within the lodging industry. The procedures proposed are based on those suggested by Churchill. Convenience data were used to illustrate the process of scale development.

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References

1951Coefficient Alpha and the Internal Structure of Tests 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1979A Paradigm for Developing Better Measures of Marketing Constructs 1992Measuring Service Quality: A Reexamination and Extension 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective

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