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

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.