Measuring service quality and factors effecting the service quality: Application of Uşak Chamber of Commerce and Industry

Measuring Service Quality And Factors Effecting The Service Quality: Application ofUSAK Chamber of Commerce And IndustryNaci Utku YUMUSAKDokuz Eylul UniversityInstitute Of Social SciencesDepartment of ManagementThe service sector has rapidly grown than the manufacturing sector in not only ourcountry but also in rest of the world. But, it is very difficult to measure the servicequality using the measures the manufacturing sector, because service sector includespsychological, social and humanistic factors. For this purpose, the SERVQUAL modelhas been developed for measuring of the service quality. In this thesis, SERVQUALmethod is deeply explained. The service quality of the Usak Chamber of Commerce andIndustry and the factors, related with service quality are measured using this model.