Developing and Validating the Guest Perception and Satisfaction Measurement Scale (GPSMS): A Multi-Dimensional Instrument for Casual Dining Outlets in a Tourism Destination

Vishal kaushal; Suryaman Chauhan

doi:10.36948/ijfmr.2024.v06i01.86172

Developing and Validating the Guest Perception and Satisfaction Measurement Scale (GPSMS): A Multi-Dimensional Instrument for Casual Dining Outlets in a Tourism Destination

Author(s)	Dr. Vishal kaushal, Ms. Suryaman Chauhan
Country	India
Abstract	Purpose. Generic service-quality instruments such as SERVQUAL and DINESERV are widely used in restaurant research, yet they were not designed to capture the mixed clientele—travelling tourists and resident non-tourists—that characterises casual dining outlets in tourism destinations. This paper reports the construction and psychometric validation of the Guest Perception and Satisfaction Measurement Scale (GPSMS), a purpose-built instrument for measuring guest perception and satisfaction in casual dining food outlets. Design/methodology/approach. The scale was developed through a structured nine-stage procedure comprising content analysis of the literature, formulation of measurement objectives, item generation, expert and supervisor review for content and face validity, a preliminary try-out (n = 150), a secondary try-out for item analysis (n = 250), and reliability estimation. The final instrument was administered to 500 guests (300 tourists and 200 non-tourists) at selected casual dining outlets in Himachal Pradesh, India, using a five-point Likert format. Findings. The procedure yielded a 30-item instrument organised into five conceptually distinct dimensions—services offered, cuisines served, overall guest satisfaction, the impact of food and services on satisfaction, and the comparative satisfaction of tourists versus non-tourists—with six items each. The scale demonstrated high internal consistency (Cronbach's α = 0.913; standardised α = 0.912) and satisfactory content and face validity. Originality/value. GPSMS offers researchers and restaurateurs a reliable, context-sensitive tool for benchmarking guest satisfaction in casual dining settings where tourist and resident expectations coexist. The paper also documents the instrument's limitations and outlines an agenda for further construct validation.
Keywords	scale development; guest satisfaction; casual dining; service quality; Cronbach's alpha; culinary tourism; Himachal Pradesh
Field	Business Administration
Published In	Volume 6, Issue 1, January-February 2024
Published On	2024-01-04
DOI	https://doi.org/10.36948/ijfmr.2024.v06i01.86172

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Developing and Validating the Guest Perception and Satisfaction Measurement Scale (GPSMS): A Multi-Dimensional Instrument for Casual Dining Outlets in a Tourism Destination

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