The lodging quality index: an independent assessment of validity and dimensions

The purposes of this study are: to examine the reliability and validity of the lodging quality index (LQI); and to assess the relative importance of the five dimensions of the LQI in the Canadian hotel context. The LQI was developed by Getty and Getty and published in 2003 in the International Journal of Contemporary Hospitality Management.

Data are collected from 200 Canadian respondents who had stayed in a hotel in Canada within the preceding three months. Data are examined using confirmatory factor analysis and regression analysis.

The findings support the reliability and the validity of the LQI's structure of five dimensions. The scale is shown to be a reliable instrument for measuring overall service quality and for predicting the satisfaction and behavioral intentions of hotel guests. In terms of the importance of the five dimensions, the study finds that “tangibility” and “communication” are the most important.

This is the first independent assessment of the reliability and validity of the LQI scale. The research provides valuable insights for hotel managers in Canada. Hoteliers should focus their efforts on the provision of good service quality on “tangibility” and “communication”.