A case study: measuring service quality of a hotel using SERVQUAL method

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buir.advisorMercan, Murat
dc.contributor.authorKarababa, Eminegül
dc.date.accessioned2016-01-08T20:13:14Z
dc.date.available2016-01-08T20:13:14Z
dc.date.issued1996
dc.descriptionAnkara : The Graduate School of Business Administration of Bilkent Univ., 1996.en_US
dc.descriptionThesis (Master's) -- Bilkent University, 1996.en_US
dc.descriptionIncludes bibliographical references leaves 49-50.en_US
dc.description.abstractIn 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.en_US
dc.description.provenanceMade available in DSpace on 2016-01-08T20:13:14Z (GMT). No. of bitstreams: 1 1.pdf: 78510 bytes, checksum: d85492f20c2362aa2bcf4aad49380397 (MD5)en
dc.description.statementofresponsibilityKarababa, Eminegülen_US
dc.format.extentvi, 74 leavesen_US
dc.identifier.itemidBILKUTUPB053791
dc.identifier.urihttp://hdl.handle.net/11693/17765
dc.language.isoEnglishen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectQualityen_US
dc.subjectService Qualityen_US
dc.subjectMeasurement of Service Qualityen_US
dc.subjectSERVQUALen_US
dc.subject.lccHF5415.5 .K37 1996en_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.subject.lcshHotels--Customer services--Research.en_US
dc.titleA case study: measuring service quality of a hotel using SERVQUAL methoden_US
dc.typeThesisen_US
thesis.degree.disciplineBusiness Administration
thesis.degree.grantorBilkent University
thesis.degree.levelMaster's
thesis.degree.nameMBA (Master of Business Administration)

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