The measurement of service quality: an application of SERVQUAL method

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buir.advisorKarabatı, Selçuk
dc.contributor.authorBarın, Kardem
dc.date.accessioned2016-01-08T20:12:20Z
dc.date.available2016-01-08T20:12:20Z
dc.date.issued1995
dc.departmentDepartment of Managementen_US
dc.descriptionAnkara : The Department of Management and the 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 62.en_US
dc.description.abstractSERVQUAL 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.en_US
dc.description.degreeM.B.Aen_US
dc.description.provenanceMade available in DSpace on 2016-01-08T20:12:20Z (GMT). No. of bitstreams: 1 1.pdf: 78510 bytes, checksum: d85492f20c2362aa2bcf4aad49380397 (MD5)en
dc.description.statementofresponsibilityBarın, Kardemen_US
dc.format.extentvi, 62 leavesen_US
dc.identifier.itemidBILKUTUPB053814
dc.identifier.urihttp://hdl.handle.net/11693/17664
dc.language.isoEnglishen_US
dc.publisherBilkent Universityen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectQualityen_US
dc.subjectService Qualityen_US
dc.subjectMeasurement of Service Qualityen_US
dc.subjectSerqualen_US
dc.subject.lccHF5415.5 .B37 1995en_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.titleThe measurement of service quality: an application of SERVQUAL methoden_US
dc.typeThesisen_US

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