Browsing by Subject "Quality control."

Now showing 1 - 4 of 4

Open Access
Can we measure service quality?
(1995) Alpaslan, Can Murat
Affected by the motto "you cannot improve what you cannot measure" and joining the enthusiasm of TQM movement, service companies are trying to measure their service quality. SERVQUAL is an intrument to measure service quality quantitatively. This study attempts to test the validity of SERVQUAL instrument. Three qualitative techniques in addition to SERVQUAL are used and all the four questionaires are applied to 12 different services in Bilkent University. The aim of the study is not only to criticize the deficiencies of SERVQUAL instrument but also to make the reader aware of the complexity of measuring quality in service settings.
Open Access
Self-assessment based on the EFQM model for business excellence in a middle-scale Turkish organization
(1998) Eti, C. Onur
By taking a hard look at the current health of the organization, the SelfAssessment framework allows an organization to clearly identify its strengths and areas for improvement, and provides the basis for future strategy and improvement plans which are then monitored for progress. Through the Self-Assessment process, an organization is better able to balance its priorities, allocate resources and generate realistic business plans. To help companies in their way to excellence, a real life case which analyzes a middle-scale Turkish firm trying to adopt the EFQM model as a Self-Assessment framework is presented in this study
Open Access
Service quality : a case study on the comparative measurement of service quality in a commercial bank
(1997) Dorsan, İdil
Increased competition and Turkey's entrance to the Customs Union with the European Union has boosted a quality movement throughout all sectors. In the service sector, banks have been the leaders for grasping the importance of quality issues. This study attempts to measure customers' satisfaction and personnel's understanding and implementation of service quality in a commercial bank. The study innovates with respect to former studies undertaken at Bilkent, as for the first time in the University, the Service Quality assessment is undertaken at two distinct locations and the results compared. The specific tool used in this study is the SERVQUAL instrument, a valuable tool for assessing both customers' degree of satisfaction with the service, and for finding out the eventual service quality gaps occurring at the service providers' side of the transaction.
Open Access
Service quality in a commercial bank - a case study
(1995) Genç, Pelin
In 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.