alexa A Circular Approach to SERVQUAL and HOLSAT: An Implementation Suggestion
ISSN: 2169-0286

Journal of Hotel & Business Management
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Research Article

A Circular Approach to SERVQUAL and HOLSAT: An Implementation Suggestion

Cemil Ceylan1 and Ayse Bengi Ozcelik*2

1Assistant Professor, Istanbul Technical University, Faculty of Management, Macka, Istanbul / Turkey

2Research assistant, Istanbul Bilgi University, Faculty of Communication, Kazim Karabekir Cad. No: 2, Eyup, Istanbul / Turkey

*Corresponding Author:
Ozcelik AB
Research assistant, Istanbul Bilgi University
Hacıahmetler Pir Husain Sk. No: 20
34440 Beyoğlu/Istanbul, Turkey
Tel: +90 212 311 5000
E-mail: [email protected]

Received Date: Mar 24, 2016, Accepted Date: May 4, 2016, Published Date: May 12, 2016

Citation: Ceylan C, Ozcelik AB (2016) A Circular Approach to SERVQUAL and HOLSAT: An Implementation Suggestion. J Hotel Bus Manage 4: 125. doi: 10.4172/2169-0286.1000125

Copyright: © 2016 Ozcelik AB, et al. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.



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 researchers.


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