dc.contributor.advisor | Sayın, Serpil | en_US |
dc.contributor.author | Cankat, Yasemin | en_US |
dc.date.accessioned | 2016-01-08T20:13:14Z | |
dc.date.available | 2016-01-08T20:13:14Z | |
dc.date.issued | 1996 | |
dc.identifier.uri | http://hdl.handle.net/11693/17764 | |
dc.description | Ankara : The Graduate School of Business Administration of Bilkent Univ., 1996. | en_US |
dc.description | Thesis (Master's) -- Bilkent University, 1996. | en_US |
dc.description | Includes bibliographical references leaves 49-50. | en_US |
dc.description.abstract | Together with the developments in the quality area, measuring service quality has
become an important issue. The aim of this study is to measure the service quality of
Bilkent Computer Center (BCC). BCC is responsible for providing computer services in
Bilkent University. SERVQUAL, which is a popular tool for measuring the service
quality of a company, is used for this purpose. SERVQUAL aims at measuring the
difference between the expectations and perceptions of the customers of a service. This
is achieved by conducting a questionnaire among the users and employees of the
organizations. The SERVQUAL scores for the organization show that the expectations of
students and the academic staff are not satisfied by BCC, especially in reliability,
responsiveness and assurance dimensions. Our results also suggest that there may be
different levels of dissatisfaction among various user groups. The results point out the
major problems to be the lack of 'Marketing Research' orientation, management's
commitment to service quality, goal setting, supervisory control systems, perceived
control and horizontal communications. | en_US |
dc.description.statementofresponsibility | Cankat, Yasemin | en_US |
dc.format.extent | vii, 129 leaves, tables | en_US |
dc.language.iso | English | en_US |
dc.rights | info:eu-repo/semantics/openAccess | en_US |
dc.subject | Quality | en_US |
dc.subject | Service Quality | en_US |
dc.subject | SERVQUAL | en_US |
dc.subject | Measurement of Service Quality | en_US |
dc.subject.lcc | HF5415.5 .C36 1996 | en_US |
dc.subject.lcsh | Customer services--Research. | en_US |
dc.subject.lcsh | Consumer satisfaction--Research. | en_US |
dc.subject.lcsh | Marketing research. | en_US |
dc.subject.lcsh | Services industries--Marketing. | en_US |
dc.subject.lcsh | Services industries--Quality control. | en_US |
dc.subject.lcsh | Computer industry--Customer services--Research. | en_US |
dc.title | Measurement of service quality of Bilkent Computer Center through SERVQUAL | en_US |
dc.type | Thesis | en_US |
dcterms.alternative | | |
dc.department | Department of Management | en_US |
dc.publisher | Bilkent University | en_US |
dc.description.degree | M.S. | en_US |
dc.identifier.itemid | BILKUTUPB053769 | |