Measurement of service quality of Bilkent Computer Center through SERVQUAL

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buir.advisorSayın, Serpil
dc.contributor.authorCankat, Yasemin
dc.date.accessioned2016-01-08T20:13:14Z
dc.date.available2016-01-08T20:13:14Z
dc.date.issued1996
dc.departmentDepartment of Managementen_US
dc.descriptionAnkara : The Graduate School of Business Administration of Bilkent Univ., 1996.en_US
dc.descriptionThesis (Master's) -- Bilkent University, 1996.en_US
dc.descriptionIncludes bibliographical references leaves 49-50.en_US
dc.description.abstractTogether 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.degreeM.B.Aen_US
dc.description.statementofresponsibilityCankat, Yaseminen_US
dc.format.extentvii, 129 leaves, tablesen_US
dc.identifier.itemidBILKUTUPB053769
dc.identifier.urihttp://hdl.handle.net/11693/17764
dc.language.isoEnglishen_US
dc.publisherBilkent Universityen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectQualityen_US
dc.subjectService Qualityen_US
dc.subjectSERVQUALen_US
dc.subjectMeasurement of Service Qualityen_US
dc.subject.lccHF5415.5 .C36 1996en_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.subject.lcshComputer industry--Customer services--Research.en_US
dc.titleMeasurement of service quality of Bilkent Computer Center through SERVQUALen_US
dc.typeThesisen_US
dcterms.alternative
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