Reliability of service systems and an application in student office

Service processes have different performance requirements than those of production processes because of their characteristics. In literature, a few studies can be seen in the field of reliability of service processes. Generally, reliability of service processes is taken into consideration in a verbal sense and regarded that “reliability is satisfied by delivering service to customers on time.” In this study, a procedure to determine the reliability of service processes is suggested and the procedure is applied in a student’s office.