The hospitality industry is a multibillion-dollar industry that depends on customer satisfaction. Schools that provide training for students entering the hospitality industry must recognize the importance of quality of service. This research study will explore the quality of service at an independent living facility using SERVQUAL, DINSERV, and LODGESERV within the senior population. A survey research design will be used in this research and will be given to senior residents at an independent living facility.

There are five SERVQUAL dimensions that measure consumer perceptions of service quality, it includes reliability, assurance, responsiveness, tangibles, and empathy (Parasuraman, et al, 1988). DINESERV on the other hand is an adapted version of SERVQUAL that measures customer’s perception of restaurant service quality (Markovic, 2010). Furthermore, LODGESERV measures customer’s perception of service quality in the lodging industry (Keith, 2011).

Up to this point, there has been little or no in-depth research in service quality at an independent living facility using SERVQUAL, DINESERV, and LODGESERV instruments. This study would provide valuable association between quality services in dining, lodging, and program services as they relate to service quality for students who are graduating and entering into the hospitality service industry. In addition, the Findings and Recommendations section will provide result findings and make recommendations on hospitality curriculum, training, and education in customer service and satisfaction for future hospitality students.

Authors:
Erick Kong, California State University East Bay, United States
Saehya Ann, California State University East Bay, United States
Keelin Jardin, California State University East Bay, United States

About the Presenter(s)
Dr Erick Kong is a University Assistant Professor/Lecturer at California State University East Bay, United States

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