A case study : measuring service quality of a bank using the SERVQUAL method

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buir.advisorPaşa, Mehmet
dc.contributor.authorErim, İdil
dc.date.accessioned2016-01-08T20:20:53Z
dc.date.available2016-01-08T20:20:53Z
dc.date.issued1994
dc.departmentDepartment of Managementen_US
dc.descriptionAnkara : Department of Management and Graduate School of Business Administration Bilkent University, 1994.en_US
dc.descriptionThesis -- Bilkent University, 1994.en_US
dc.descriptionIncludes bibliographical references leaves 56-57.en_US
dc.description.abstractToday 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.en_US
dc.description.degreeM.B.Aen_US
dc.description.statementofresponsibilityErim, İdilen_US
dc.format.extent85 leavesen_US
dc.identifier.itemidBILKUTUPB026986
dc.identifier.urihttp://hdl.handle.net/11693/18615
dc.language.isoEnglishen_US
dc.publisherBilkent Universityen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subject.lccHF5415.5 .E75 1994en_US
dc.subject.lcshCustomer services--Research.en_US
dc.subject.lcshConsumer satisfaction--Research.en_US
dc.subject.lcshMarketing research.en_US
dc.subject.lcshServices industries--Marketing.en_US
dc.subject.lcshServices industries--Quality control.en_US
dc.titleA case study : measuring service quality of a bank using the SERVQUAL methoden_US
dc.typeThesisen_US
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