Erim, İdil2016-01-082016-01-081994http://hdl.handle.net/11693/18615Cataloged from PDF version of article.Includes bibliographical references leaves 56-57.Today the importance of quality management is also being understood by the service industries. However, most managers still see it as something qualitative, and so do not employ it as part of their organizational culture. This study attempts to measure the level of service quality of one branch of a Turkish private bank by using the SERVQUAL method. Servqual is a method to measure the quality of service organizations quantitatively. The aim is not to search the relevance of the Servqual method, but to use it as part of a case study.85 leavesEnglishinfo:eu-repo/semantics/openAccessHF5415.5 .E75 1994Customer services--Research.Consumer satisfaction--Research.Marketing research.Services industries--Marketing.Services industries--Quality control.ThesisBILKUTUPB026986