BANKACILIK SEKTÖRÜNDE TOPLAM HİZMET KALİTESİNİN SERVQUAL ANALİZİ İLE ÖLÇÜMÜ

Authors : Şenol ALTAN, Murat ATAN

Pages : 17-32

View : 15 | Download : 9

Publication Date : 2004-06-01

Article Type : Research Paper

Abstract :Today the quality of products and services consumed is of great importance. it is widely accepted that surviving in difficult and competitive conditions of a market economy requires good quality production. To understand and assess the results of the efforts realized for good quality production, quality should be measurable. While the qual-ity of goods can easily be measured by taking into account of certain physical properties, the measurement for serv­ices is rather difficult, because the quality in this case depends on large number of factors.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 the service sector, comparing the perceived serv­ice quality levels of two banks with different management structures. The paper evaluates the findings obtained from various statistical analyses with regard to their significance and consistency.
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