A case study: measuring service quality of a hotel using SERVQUAL method
Author
Karababa, Eminegül
Advisor
Mercan, Murat
Date
1996Publisher
Bilkent University
Language
English
Type
ThesisItem Usage Stats
26
views
views
12
downloads
downloads
Metadata
Show full item recordAbstract
In this study, service quality of Bilkent Hotel is measured. The study starts with the literature survey on the quality and the service quality. The different definitions of service quality is given and file most popular and appreciated one which is "satisfying the customer expectations" is chosen for the analysis.
The differences between the service quality and manufacturing quahty is examined and the i difficulty in measuring service quality is mentioned in this thesis. Then the different models on measuring service quality was searched.
The model used is named as SERVQUAL. It is a comprehensive model and it not only diagnosed the situation of the company but offers solutions to the problems. These problems identified by the mefiiod and obtained by the gap measurements. There are five gaps. These are measured by some questionnaires which are presented in the appendices.