| Ders Adı | Kodu | Yarıyıl | T+U Saat | Kredi | AKTS |
|---|---|---|---|---|---|
| Servıce Qualıty Management | ISL 433 | 7 | 2 + 0 | 2 | 5 |
| Ön Koşul Dersleri | |
| Önerilen Seçmeli Dersler | |
| Dersin Dili | Türkçe |
| Dersin Seviyesi | Lisans |
| Dersin Türü | Seçmeli |
| Dersin Koordinatörü | Dr.Öğr.Üyesi METİN BAYRAM |
| Dersi Verenler | Dr.Öğr.Üyesi METİN BAYRAM, |
| Dersin Yardımcıları | Res.Asst.Asuman ÜSTÜNDAĞ |
| Dersin Kategorisi | Alanına Uygun Öğretim |
| Dersin Amacı | The objective of this course is to give the students both the theoretical and practical aspects of Service Quality Management |
| Dersin İçeriği | İncreasing role of service sector in economy, service quality and its measurement,factors affecting successful service encounter and service supply chain |
| # | Ders Öğrenme Çıktıları | Öğretim Yöntemleri | Ölçme Yöntemleri |
|---|---|---|---|
| 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, |
| Hafta | Ders Konuları | Ön Hazırlık |
|---|---|---|
| 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 |
| Kaynaklar | |
|---|---|
| Ders Notu | |
| Ders Kaynakları | |
| Sıra | Program Çıktıları | Katkı Düzeyi | |||||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Our students will have fundamental knowledge in business administration. | X | |||||
| 2 | Our students will be able to work in teams, and share information with team members in tasks of business administration | X | |||||
| 3 | Our students will identify and analyse problems to offer solutions in tasks of business administration. | X | |||||
| 4 | Our students will participate in projects about business administration process and tasks. | X | |||||
| 5 | Our students will accept responsibility in order to conclude tasks of business administration. | X | |||||
| 6 | Our students will define ethical problems in work environment and generate solutions. | X | |||||
| 7 | Our students can transfer their knowledge and suggestions with technology supported tools and written communication skills. | X | |||||
| 8 | Our students can transfer their knowledge and suggestions by written and verbal communication skills. | X | |||||
| Değerlendirme Sistemi | |
|---|---|
| Yarıyıl Çalışmaları | Katkı Oranı |
| 1. Ara Sınav | 60 |
| 1. Kısa Sınav | 13 |
| 1. Ödev | 14 |
| 2. Kısa Sınav | 13 |
| Toplam | 100 |
| 1. Yıl İçinin Başarıya | 50 |
| 1. Final | 50 |
| Toplam | 100 |
| AKTS - İş Yükü Etkinlik | Sayı | Süre (Saat) | Toplam İş Yükü (Saat) |
|---|---|---|---|
| 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 |
| Toplam İş Yükü | 136 | ||
| Toplam İş Yükü / 25 (Saat) | 5,44 | ||
| Dersin AKTS Kredisi | 5 | ||