Browsing by Subject "Quality"
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Item Open Access A case study : measuring service quality of a hotel using SERVQUAL method(1996) Karababa, EminegülIn 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.Item Open Access A case study: measuring service quality of a hotel using SERVQUAL method(1996) Karababa, EminegülIn 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.Item Restricted Gelik Lokantası ve tarihi(Bilkent University, 2020) Şen, Mert; Demirkırkan, Ege; İbiş, Arda Atahan; Sezer, Zekiye Bersu; Özkara, DoraGelik Lokantası İstanbul’un köklü ve saygın bir lokantasıdır. 1972’den beri varlığını sürdürmektedir. Ünlü bir iş adamı olan Ömer Duruk ve aşçılık mesleğinde çalışan İbrahim Denizer ortaklığında kurulan lokantanın temelinde yatan prensipler, kalitenin öncelikli tutulmasını sağlamıştır. Gelik Lokantası işletmede ve yemeklerinde özgün bir kimlik oluşturarak Türk mutfağına çeşitli tatlar katmış ve Türk lokanta kültürünün gelişmesine büyük katkılarda bulunmuştur. Böylece Gelik ismi bir sembol haline dönüşmüştür. Gelik Lokantası elde ettiği başarı ile diğer lokantalara örnek olmuş, birçok insan yetiştirmiştir. Birçok olaya ve ünlü isme misafirlik eden Gelik Lokantası nesilden nesile aktarılan bir tarihi yaşatmaktadır.Item Open Access The internationalization of higher education in Turkey: creating an Index(TedMem, 2016-11-28) Kireçci, M. A.; Bacanlı, H.; Erişen, Y.; Karadağ, E.; Çeliköz, N.; Dombaycı, M.; Toprak, M.; Şahin, M.The aim of this study is to test the validity and reliability of the Internationalization Index of Higher Education in Turkey, which provides a ranking of institutions of higher education in Turkey according to their degree of internationalization. The item discrimination, construct validity (exploratory and confirmatory factor analyses), and internal consistencies of the index’s indicators and subindicators were tested using data obtained from 300 faculty members. The findings obtained showed that the index was made up of five indicators—(i) university research performance, (ii) curricular efficiency, (iii) international linkages, (iv) student support, and (v) urban sufficiency—as well as of 33 subindicators, and that the index was valid and reliable. The study then made use of the Delphi method to establish the weight of the index’s indicators and subindicators. In sum, it can be said that the study effectively constitutes a proof toward utilization of the Internationalization Index of Higher Education in Turkey for the ranking of institutions of higher education in terms of internationalization.Item Open Access ISO 9000 implementation in Turkish industry(Emerald, 1997) Erel, E.; Ghosh, J. B.Notes that it has become a competitive necessity for firms doing business globally to acquire the ISO 9000 certification, despite the misgivings many have with regard to its true effectiveness. Turkey, an emerging industrial economy, has a significant stake in the EU markets. At present, there is no systematic study documenting the status of ISO 9000 implementation in Turkey, the profile of the certified firms, their motivation, and their organizational experience during and after the certification process; whereas such studies have begun to emerge in other countries. Provides a background on the Turkish quality movement, and reports the results of a survey conducted among large Turkish companies that attempts to provide answers to the issues raised above. The findings are revealing and should help an international manager doing or planning to do business in Turkey, or his Turkish counterpart thinking about getting certification.Item Open Access Measurement of service quality of Bilkent Computer Center through SERVQUAL(1996) Cankat, YaseminTogether 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.Item Open Access The measurement of service quality: an application of SERVQUAL method(1995) Barın, KardemSERVQUAL which calculates the differences between expectations and perceptions of the customers for a specific service is currently the most popular measure of service quality. This study aims to apply SERVQUAL at a Turkish company which operates in apparel manufacturing business and has many stores where these products are sold in. The interviews that are made with the company managers help to discuss the SERVQUAL results. The SERVQUAL score of the company shows that the customers' expectations are well satisfied by the services delivered by the company. However the small shortfall still provides a room to make further improvements. The areas where the company can make improvements are also identified in the study for setting effective service quality goals; modifying the evaluation, reward and control systems for employees which will be based on service quality delivery; giving employees flexibility and initiative in handling problems; taking competition more seriously and acting accordingly.Item Open Access A producer survey on Turkish furniture industry(1996) Öğün, Emir PolatTurkish furniture industry has been growing steadily since the liberalization of Turkish economy in early 1980’s. However, the industry faces some technological and economical problems which affects the competitiveness of the firms in the global market. The major problems of the firms in the furniture sector is availability and quality of raw materials, and the productivity of labor. Turkish furniture manufacturers can be classified into two categories; small job-shops (workshops) and big firms. Small job-shops are scattered all over the country and their major market is domestic. Whereas big firms market their products domectically, and internationally. In this thesis we have investigasted Turkish furniture industryItem Open Access A qualitative analysis of Turkish stakeholders perspective for improving medical tourism(John Wiley & Sons Ltd., 2022-06) Collins, Ayşe; Medhekar, A.; Göknil Şanal, Z.This qualitative study explores from Turkish medical tourism stakeholders' perspective the supply-side driving factors for improving medical tourism services in Turkey and provides positive healthcare experience to medical travelers. Five groups of stakeholders (27 participants) were interviewed: hospitals/medical centers, medical travel-agencies, medical-legal regulators, government, and non-government organizations. Findings show that Turkey has a dual-sector public and private model of medical tourism service providers. Four interrelated themes with policy implications were generated: medical tourism promotion, logistics and development initiatives, medical cost, hospital quality accreditation, and other issues related to medical-legal, government incentives for Turkish diaspora, and promoting Turkish medical tourism overseas.Item Restricted Sedef Kakma Sanatı'nın tarihi ve günümüzdeki yeri(Bilkent University, 2018) Eker, Süeda; Kayalıca, Özlem; Sakar, Anıl; Türkoğlu, Arif Yasin; Satıç, Miraç BaranBu yazıda sedef kakmacılığının tarihi, kullanılan malzemeleri ve yöntemleri, ekonomisi, kalite unsurları, Gaziantep’te bu sanatın icra edilişi ve sedef kakmacılığının sürdürülmesi için sağlanan destekleri araştırması amaçlanmıştır. Bunun yanı sıra Gaziantep ilindeki bir ustamız ile yapılan ve Gaziantep üniversitesi El Sanatlarını Koruma ve Geliştirme Merkezinde yapılan röportajlarda kapsama alınmıştır.Item Open Access Service quality in a commercial bank - a case study(1995) Genç, PelinIn tlie service sector, in tlie environments where tlie rivalry is very intense and the pioclucts are similar, in order for a firm to have a strong position in the sector with respect to its competitors, delivering quality service should be its distinctive competence. In this study, a real life example from banking sector, Interbank is analyzed. I’hc study aims at demonstrating the importance of delivering quality service for a firm to succeed in a competitive environment. Gaps that obstruct delivering service quality and the causes of those gaps arc investigated, and suggestions to eliminate them are made.Item Restricted Türk mutfağında baklavanın yeri ve Koçak Baklava(Bilkent University, 2020) Işıksaçan, Hazal; Karaçay, Güney; Akay, Mehmet Akif; Ünalan, Gökçe; Eser, Osman NuriTatlıların sultanı unvanını almış olan “baklava”, Türk kültürünün geçmişten başlayıp günümüzde hâlâ önemini koruyan kültürel bir değeridir. Osmanlı mutfak kültüründe de çok önemli bir yeri olan baklava, günümüzde hem ülke içinde hem ülke dışında sevilerek tüketilmektedir. 1993 yılından bu yana hizmet vermekte olan ve kalitesiyle ön plana çıkan Koçak Baklava, bu hizmetini aynı özenle 27 yıldır devam ettirmektedir. Yenilikçi bir anlayışa sahip olan Koçak ailesi, baklavacılığın püf noktalarının yeni nesillere doğru bir şekilde aktarılarak bu kültürün aynı kalitede devam etmesini hedeflemektedir. Bu çalışmada Koçak ailesinin bu sektöre nasıl giriş yaptığı ve Koçak Baklava’nın kuruluş hikâyesi anlatılmıştır. Ayrıca Koçak Baklava’nın markalaşma süreci, sektördeki konumu, geleceğe yönelik planları ve yenilikçi yaklaşımları da bu çalışmada yer almaktadır.