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

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