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      • Dept. of Management - Bachelor's degree
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      •   BUIR Home
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      • Bilkent Theses
      • Theses - Department of Management
      • Dept. of Management - Bachelor's degree
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      A case study : measuring service quality of a bank using the SERVQUAL method

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      Author
      Erim, İdil
      Advisor
      Paşa, Mehmet
      Date
      1994
      Publisher
      Bilkent University
      Language
      English
      Type
      Thesis
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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.
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      http://hdl.handle.net/11693/18615
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      • Dept. of Management - Bachelor's degree 4
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