A case study : measuring service quality of a bank using the SERVQUAL method
Author
Erim, İdil
Advisor
Paşa, Mehmet
Date
1994Publisher
Bilkent University
Language
English
Type
ThesisItem Usage Stats
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39
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Abstract
Today the importance of quality management is also being understood by the service
industries. However, most managers still see it as something qualitative, and so do not
employ it as part of their organizational culture. This study attempts to measure the level
of service quality of one branch of a Turkish private bank by using the SERVQUAL
method. Servqual is a method to measure the quality of service organizations
quantitatively. The aim is not to search the relevance of the Servqual method, but to use it
as part of a case study.