Journal of Hotel and Business Management

Journal of Hotel and Business Management
Open Access

ISSN: 2169-0286

+44-1625-708989

Cemil Ceylan

Cemil Ceylan

Turkey

Publications
  • Research Article
    A Circular Approach to SERVQUAL and HOLSAT: An Implementation Suggestion
    Author(s): Cemil Ceylan and Ayse Bengi OzcelikCemil Ceylan and Ayse Bengi Ozcelik

    In today's competitive environment, analytical models should be specialized by sector. With this point of view, the HOLSAT model is developed especially for the tourism sector. In this research, new components are added to the HOLSAT model in light of the SERVQUAL approach. After collecting the data with an online survey, SEM was used to investigate the effects of dimensions of SERVQUAL on HOLSAT. Statistical analyses showed that transportation is affected by reliability, physical assets is affected by tangibles and assurance, accommodation is affected by tangibles and assurance, ability to solve problems is affected by reliability and responsiveness, social life is affected by tangibles and assurance, and heritage and culture is affected by reliability. With this research, a new customer satisfaction model is developed for tourism managers and a new approach is developed for rese.. Read More»
    DOI: 10.4172/2169-0286.1000125

    Abstract PDF

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