A Procedure for Scaling Perceptions of Lodging Quality

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.

[1]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[2]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[3]  Lawrence A. Crosby,et al.  Relationship Quality in Services Selling: An Interpersonal Influence Perspective: , 1990 .

[4]  Measuring and Improving Your Service Quality , 1986 .

[5]  J. Paul Peter,et al.  Construct Validity: A Review of Basic Issues and Marketing Practices , 1981 .

[6]  J. R. Walker,et al.  The Q.A. Payoff , 1990 .

[7]  G. Tellis,et al.  Best Value, Price-Seeking, and Price Aversion: The Impact of Information and Learning on Consumer Choices: , 1990 .

[8]  Gilbert A. Churchill.  A Paradigm for Developing Better Measures of Marketing Constructs , 1979 .

[9]  L. Cronbach.  Coefficient alpha and the internal structure of tests , 1951 .

[10]  Jonathan D. Barsky,et al.  Theory S: total customer service. , 1990 .

[11]  A. R. Oxenfeldt,et al.  Consumer Knowledge: Its Measurement and Extent , 1950 .

[12]  J. Carman.  Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions , 1990 .

[13]  Todd Comen.  Making Quality Assurance Work for You , 1989 .

[14]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .

[15]  Mary Jo Bitner,et al.  The Service Encounter: Diagnosing Favorable and Unfavorable Incidents: , 1990 .

[16]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[17]  C. Lamb,et al.  Marketing's role in product and service quality , 1988 .