Service quality in a commercial bank - a case study
| buir.advisor | Karabatı, Selçuk | |
| dc.contributor.author | Genç, Pelin | |
| dc.date.accessioned | 2016-01-08T20:12:47Z | |
| dc.date.available | 2016-01-08T20:12:47Z | |
| dc.date.issued | 1995 | |
| dc.description | Ankara : The Department of Management and Graduate School of Business Administration of Bilkent Univ., 1995. | en_US |
| dc.description | Thesis (Master's) -- Bilkent University, 1995. | en_US |
| dc.description | Includes bibliographical references leaves 83-83 | en_US |
| dc.description.abstract | 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. | en_US |
| dc.description.provenance | Made available in DSpace on 2016-01-08T20:12:47Z (GMT). No. of bitstreams: 1 1.pdf: 78510 bytes, checksum: d85492f20c2362aa2bcf4aad49380397 (MD5) | en |
| dc.description.statementofresponsibility | Genç, Pelin | en_US |
| dc.format.extent | vii, 84 leaves | en_US |
| dc.identifier.itemid | BILKUTUPB053799 | |
| dc.identifier.uri | http://hdl.handle.net/11693/17714 | |
| dc.language.iso | English | en_US |
| dc.rights | info:eu-repo/semantics/openAccess | en_US |
| dc.subject | Service | en_US |
| dc.subject | Quality | en_US |
| dc.subject | Banking | en_US |
| dc.subject.lcc | HF5415.5 .G46 1995 | en_US |
| dc.subject.lcsh | Quality control. | en_US |
| dc.subject.lcsh | Total quality management. | en_US |
| dc.subject.lcsh | Customer services--Research. | en_US |
| dc.title | Service quality in a commercial bank - a case study | en_US |
| dc.type | Thesis | en_US |
| thesis.degree.discipline | Business Administration | |
| thesis.degree.grantor | Bilkent University | |
| thesis.degree.level | Master's | |
| thesis.degree.name | MBA (Master of Business Administration) |
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