Course Name Code Semester T+U Hours Credit ECTS
Service Quality Management ISL 433 7 2 + 0 2 5
Precondition Courses
Recommended Optional Courses
Course Language Turkish
Course Level Bachelor's Degree
Course Type Optional
Course Coordinator Dr.Öğr.Üyesi METİN BAYRAM
Course Lecturers Dr.Öğr.Üyesi METİN BAYRAM,
Course Assistants Res.Asst.Asuman ÜSTÜNDAĞ
Course Category Field Proper Education
Course Objective The objective of this course is to give the students both the theoretical and practical aspects of Service Quality Management
Course Content İncreasing role of service sector in economy, service quality and its measurement,factors affecting successful service encounter and service supply chain
# Course Learning Outcomes Teaching Methods Assessment Methods
1 Describes service quality and its dimensions Lecture, Question-Answer, Discussion, Case Study, Testing, Homework,
2 Describes factors affecting service quality Lecture, Question-Answer, Discussion, Case Study, Testing, Homework,
3 Explains how to improve service quality Lecture, Question-Answer, Discussion, Case Study, Testing, Homework,
4 Gains oral and written communications skills about service quality Lecture, Question-Answer, Discussion, Case Study, Testing, Homework,
5 Measures service quality Lecture, Question-Answer, Discussion, Case Study, Testing, Homework,
6 Relates service quality to overall competitiveness of a firm Lecture, Question-Answer, Discussion, Case Study, Testing, Homework,
Week Course Topics Preliminary Preparation
1 Role of Services in Economy
2 The Nature of Services
3 Service Strategy
4 The Service Encounter
5 Service Quality
6 Service Quality
7 New Service Development
8 The Supporting Facility
9 The Supporting Facility
10 Performance Measurement
11 Managing Capacity and Demand
12 Managing Waiting Lines
13 Service Supply relationship and e-services
Resources
Course Notes
Course Resources
Order Program Outcomes Level of Contribution
1 2 3 4 5
1 Gains the required knowledge in production, marketing, management , accounting and finance. X
2 Can work in teams and share information with team members in tasks of production, marketing, management, accounting and finance. X
3 Identifies and analyzes problems also offers solutions in tasks of production, marketing, management, accounting and finance. X
4 Contributes to projects, takes responsibility and conduct researches in tasks of production, marketing, management, accounting and finance. X
5 Can define goals and objectives of organization in tasks of production, marketing, management, accounting and finance. X
6 Questions the acquired knowledge in tasks of production, marketing, management, accounting and finance. X
7 Believes to adapting new situations and meets the requirements of new tasks of production, marketing, management, accounting and finance. X
8 Can transfer knowledge and recommendations in tasks of production, marketing, management, accounting and finance via using necessery communication tools and a foreign language effectively . X
9 Open to occupational cooperation and sharing in tasks of production, marketing, management, accounting and finance. X
10 Can use necessary information systems in tasks of production, marketing, management, accounting and finance. X
11 Behaves in accordance with social and occupational ethic values in tasks of production, marketing, management, accounting and finance. X
12 Analyses and carries out relations with stake holders in tasks of production, marketing, management, accounting and finance. X
13 Follows the innovations and encourages team members in tasks of production, marketing, management, accounting and finance. X
14 Questions the position of the organization and offers suggestions in tasks of production, marketing, management, accounting and finance. X
16
Evaluation System
Semester Studies Contribution Rate
1. Ara Sınav 60
1. Kısa Sınav 13
1. Ödev 14
2. Kısa Sınav 13
Total 100
1. Yıl İçinin Başarıya 50
1. Final 50
Total 100
ECTS - Workload Activity Quantity Time (Hours) Total Workload (Hours)
Course Duration (Including the exam week: 16x Total course hours) 16 3 48
Hours for off-the-classroom study (Pre-study, practice) 16 3 48
Mid-terms 1 10 10
Quiz 2 5 10
Assignment 2 5 10
Final examination 1 10 10
Total Workload 136
Total Workload / 25 (Hours) 5.44
dersAKTSKredisi 5