Original Article

Measuring hospital food service quality: Adaptation and validation of the SERVQUAL–HF scale

  • Tania S.G. Barros 1 *
  • Karl J. McCleary 1
  • W. Lawrence Beeson 1
  • Celine E. Heskey 1
  • Gurinder S. Bains 2
  • 1. Loma Linda University, School of Public Health, United States
  • 2. Loma Linda University, School of Allied Health Professions, United States
Abstract:

Objective: To adapt and psychometrically evaluate the SERVQUAL-HF instrument for hospital food service quality assessment by validating its dimensional structure, reliability, and ability to identify key predictors of patient satisfaction.
Methods: This study uses the SERVQUAL framework to assess hospital food service quality, adding variables geared toward meal-specific aspects. A 7-point Likert-scale survey was performed in two hospitals to compare patient expectations to actual reality.
Results: Statistical validation, including multilinear regression and correlation analysis, revealed that responsiveness, food quality, perceived value, empathy, and meal variety are all significant predictors of customer satisfaction. SERVQUAL for Hospital Food Service (SERVQUAL-HF)’s dependability in assessing service quality across hospital settings was proven by a psychometric examination. The study emphasizes methodological modifications, such as the significance of empathy and perceived value, and suggests directions for future research in healthcare service measuring.
Conclusions: The findings add to the literature by improving the use of SERVQUAL in non-traditional hospital settings, ensuring comprehensive evaluation of patient-centered food service models.

  • Keywords:
  • Food perception; Hospital food service; Instrument validation; Patient experience; Patient satisfaction; Service quality; SERVQUAL
DOI: 10.63564/jha.v15n1p1
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  • How to cite this article: Tania S.G. Barros, Karl J. McCleary, W. Lawrence Beeson, et al. Measuring hospital food service quality: Adaptation and validation of the SERVQUAL–HF scale. Journal of Hospital Administration. 2026;15(1):1-11.

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