Karababa, Eminegül2016-01-082016-01-081996http://hdl.handle.net/11693/17765Ankara : The Graduate School of Business Administration of Bilkent Univ., 1996.Thesis (Master's) -- Bilkent University, 1996.Includes bibliographical references leaves 49-50.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.vi, 74 leavesEnglishinfo:eu-repo/semantics/openAccessQualityService QualityMeasurement of Service QualitySERVQUALHF5415.5 .K37 1996Customer services--Research.Consumer satisfaction--Research.Marketing research.Services industries--Marketing.Services industries--Quality control.Hotels--Customer services--Research.ThesisBILKUTUPB053791