LODGSERV is a 26-item index (alpha P .92) designed to measure consumers' expectations for service quality in the hotel experience. The index confirms the five generic dimensions of service quality hypothesized by Parsuraman, Zeithaml and Berry ( I 986): Tangibiiity, Reliability, Responsiveness, Assurance, and Empathy. This paper describes fhe development of the index and discusses its use as a management tool.

Researchers commonly use Expforatoty FactorAnalysls to help produce a valid yetparsimonious index. Another technique, Confirmatoly Factor Analysis, provides a subsequent direction and additional ins$hts into the task of deveropins an index that has validity, reliability and utility. Utilking the Sewhe Expectation Index (designed to measure consumers' expectations for service quality in hotels) as a vehicle, this paper compares the two analytical technfques. Implications for hospitality research are presented.