文章基本信息

标题：TOPLAM HİZMET KALİTESİNİN SERVQUAL ANALİZİ İLE ÖLÇÜMÜ: BANKACILIK SEKTÖRÜNDE BİR ARAŞTIRMA
本地全文：下载
作者：Mustafa YÜCEL
期刊名称：Electronic Journal of Social Sciences
电子版ISSN：1304-0278
出版年度：2013
卷号：44
期号：44
语种：Turkish
出版社：University of Dicle
摘要：Abstract It is very important to know how service is valued by customers in banking sector where the product is the service. Consequently, it becomes an unavoidable burden to improve the services in which they determined any dissatisfaction by measuring customer satisfaction continuously. In this study, with the aim of measuring service quality, we examine Servqual service quality measuring model developed by Parasuraman, Zeithhmal and Berry. The model is based on the average servqual score formulated in the form of perceived quality - expected quality. The servqual score was calculated within the framework of service quality dimensions derived from factor analysis of 22 categories related to services. The model is applied for the banks that are leading institutions of service. Key Words: Bank, Customer, Satisfaction Servqual Method
关键词：Bank, Customer, Satisfaction Servqual Method;Banka, Müşteri, Memnuniyet, Servqual Yöntemi.