Genç, Pelin2016-01-082016-01-081995http://hdl.handle.net/11693/17714Ankara : The Department of Management and Graduate School of Business Administration of Bilkent Univ., 1995.Thesis (Master's) -- Bilkent University, 1995.Includes bibliographical references leaves 83-83In 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.vii, 84 leavesEnglishinfo:eu-repo/semantics/openAccessServiceQualityBankingHF5415.5 .G46 1995Quality control.Total quality management.Customer services--Research.ThesisBILKUTUPB053799