Table 2.

Service quality dimensions and models by researchers.

Author/year	Service quality dimensions
Grönroos [51]	Technical, functional dimensions
Johns & Lee-Ross [52,53]	Tangibles and intangibles, satisfiers and dissatisfiers
Parasuraman et al. [42]	SERVQUAL scale: reliability, responsiveness, assurance, empathy, and tangibles
Knutson, Steven, Wullaert & Yokoyama [54,55]	LODGSERV: reliability, assurance, responsiveness, tangibles, empathy
Getty & Thompson [56]	LODGUAL: tangibles, reliability, contact
Steven, Knutson & Patton [57]	DINESERV: reliability, tangibles, assurance, responsiveness, empathy
Dean & White [58]	HOLSER: employees, tangibles, reliability
Frochot & Hughes [46]	HISTOQUAL: responsiveness, tangibles, communication, consumables, empathy
Khan [47]	ECOSERV: eco-tangibles, assurance, reliability, responsiveness, empathy, tangibles