The Levels of Using Strategic Management Tools and Satisfaction with Them: A Case of Five-Star Hotels in Turkey

Ali Erbasi, Safak Unuvar


The main purpose of this research is to determine the levels of using strategic management tools (SMT) and
satisfaction with them in five star hotels in Turkey. In addition, the relationships between the characteristics of
managers and organizations in terms of using the SMT and satisfaction with term are investigated. The sample
includes 53 five-star hotels in Turkey. Results show that the levels of using SMT are high, but satisfactions with
them are low. While the tool with the highest usage is customer relationship management, the tool with the
lowest usage is Hoshin Kanri. On the other hand, while the SMT of Swot Analysis has highest satisfaction scores,
the Search conference has lowest. Thus, a matrix of the levels of using SMT and satisfaction with term is
presented. In this study, significant differences among organizations’ operation years and their decision making
levels in terms of using SMT are determined. No significant differences are determined among all demographic
characteristics in terms of satisfaction with the SMT.

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