Developing the Contextualized SERVQUAL Instrument for Measuring the Service Quality of Nepali Resorts: An Application of the Modified Delphi Technique

Abstract

In resorts, service quality refers to the overall level of guest satisfaction during their stay. This includes a variety of factors, such as the friendliness and helpfulness of the staff, the cleanliness and condition of the rooms and common areas, the availability of amenities and activities, the efficiency of check-in and check-out procedures, and the resort’s overall atmosphere. To address above gap, this study aims to develop contextual service quality (SERVQUAL) instrument for resorts to obtain the consensus benchmark to measure the service quality of Nepali tourist standard resorts. The SERVQUQL is a measuring tool of service quality of different organizational settings, more importantly, in the hospitality and service sector. Therefore, to contextualize and align to SERVQUAL, the Modified Delphi Technique (MDT) was used to develop this instrument based on SERVQUAL theory. The instrument development was performed among 10 anonymous experts and stakeholders who have experience, knowledge, and expertise in the area of the hospitality and leisure industries. The findings identified that one more key construct is essential to realize the service quality of the tourist standard resorts. To carry out the mutual consensus among the experts and stakeholders, the interquartile range (IQR) value was taken from three points Likert scale to conduct the MDT from the second stage until the mutual consensus of experts and stakeholders. The IQR value was taken from each set of questions which was evaluated by the exports to obtain a consensus benchmark on the contextualized SERVQUQL construct and items. The data were presented using Microsoft Excel. In the final stage, 29 question statements out of 31 were found to have a high consensus benchmark among the experts and stakeholders. Therefore, 29 items from six constructs were accepted and included in the actual questionnaire to measure the service quality of Nepali tourist standard resorts. Our findings contribute to the SERVQUAL theory, practice, and future research.