Browsing by Subject "SERVQUAL"

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    A case study : measuring service quality of a hotel using SERVQUAL method
    (1996) Karababa, Eminegül
    In 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.
  • Thumbnail Image
    ItemOpen Access
    A case study: measuring service quality of a hotel using SERVQUAL method
    (1996) Karababa, Eminegül
    In 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.
  • Thumbnail Image
    ItemOpen Access
    Measurement of service quality of Bilkent Computer Center through SERVQUAL
    (1996) Cankat, Yasemin
    Together 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.