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Developing and Validating a Sustainable Banquet Service Quality Scale for Full-Service Hotels: The BANQSERV Framework

Author

Listed:
  • Sungpo Yi

    (Department of Restaurant and Foodservice Management, Dong-Eui University, 176 Eomgwangro, Busanjin-gu, Busan 47340, Republic of Korea)

  • Soon Hwa Kang

    (Department of Sports Marketing, Woosuk University, 43 Samnye-eup, Wanju-gun 55338, Republic of Korea)

Abstract

Banquet services are a strategically important yet underexplored component of full-service hotel operations, characterized by event-based delivery and complex coordination. Existing service quality frameworks inadequately capture the operational, spatial, and experiential features of banquet contexts. This study developed and validated a banquet-specific service quality measurement scale for full-service hotels. Using a modified DINESERV instrument, data were collected from 216 U.S. respondents who had attended a hotel banquet within the previous 36 months. Exploratory factor analysis identified four dimensions, Facilities & Operations, Service Performance, Guest Care, and Venue Quality, with acceptable-to-strong reliability. The findings conceptualized banquet services as integrated, episodic service systems rather than transactional dining encounters. Managerially, the scale provides a practical tool for prioritizing hygiene, operational reliability, and venue functionality while supporting sustainable service improvement. This study offers an empirically grounded framework that advances banquet service quality research and practice.

Suggested Citation

  • Sungpo Yi & Soon Hwa Kang, 2026. "Developing and Validating a Sustainable Banquet Service Quality Scale for Full-Service Hotels: The BANQSERV Framework," Sustainability, MDPI, vol. 18(5), pages 1-16, March.
    • Handle: RePEc:gam:jsusta:v:18:y:2026:i:5:p:2622-:d:1881863
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