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

Journal of Hotel & Business Management
Open Access

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Research Article Open Access

Abstract

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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Author(s): Cemil Ceylan and Ayse Bengi Ozcelik

Keywords

SERVQUAL, HOLSAT, Tourism, Business and Management, Corporate Governance, Manufacturing business, Hotel Management, Production & Operations Management, Manufacturing Operations, Internet role and telecommunications, Managerial Economics, Decision Analysis, Strategic Management, Manufacturing and investment, Information Technology Management, Human Resource, Customer Satisfaction, Leadership, Management Development, Finance management, E-Tourism, Food Service, Advertising

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