Can we measure service quality?

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buir.advisorKarabatı, Selçuk
dc.contributor.authorAlpaslan, Can Murat
dc.date.accessioned2016-01-08T20:12:47Z
dc.date.available2016-01-08T20:12:47Z
dc.date.issued1995
dc.departmentDepartment of Managementen_US
dc.descriptionAnkara : The Department of Management and Graduate School of Business Administration of Bilkent Univ., 1995.en_US
dc.descriptionThesis (Master's) -- Bilkent University, 1995.en_US
dc.descriptionIncludes bibliographical references leaves 81-84en_US
dc.description.abstractAffected 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.en_US
dc.description.degreeM.B.Aen_US
dc.description.statementofresponsibilityAlpaslan, Can Muraten_US
dc.format.extentiii, 84 leavesen_US
dc.identifier.itemidBILKUTUPB053798
dc.identifier.urihttp://hdl.handle.net/11693/17713
dc.language.isoEnglishen_US
dc.publisherBilkent Universityen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subject.lccHF5415.5 .A47 1995en_US
dc.subject.lcshQuality control.en_US
dc.subject.lcshCustomer services--Management.en_US
dc.subject.lcshCustomer services--Quality control.en_US
dc.subject.lcshTotal quality management.en_US
dc.titleCan we measure service quality?en_US
dc.typeThesisen_US

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