Course Name Code Semester T+U Hours Credit ECTS
Quality Management In Service Companies KAL 515 0 3 + 0 3 6
Precondition Courses
Recommended Optional Courses
Course Language Turkish
Course Level yuksek_lisans
Course Type Optional
Course Coordinator ASLAN ÇOBAN
Course Lecturers ASLAN ÇOBAN,
Course Assistants
Course Category General Training
Course Objective Service quality, a case of businesses, manufacturing businesses are different. That the producers face to face with the customer service, quality of service features such as storage standards makes it more important phenomenon.
Course Content Definition of quality, Service concept and definition, Characteristics of service companies, Quality management in public services, Service quality components and utilities, Service quality management, Customer service, Customer satisfaction and Customer focus, Service quality measurement, Human resource management inservice companies, Planning activities in service companies, Audit activities in service companies, Service marketing
# Course Learning Outcomes Teaching Methods Assessment Methods
1 To grasp the fact of Service Lecture, Question-Answer, Discussion, Testing, Homework,
2 Understand the characteristics of service firms Lecture, Question-Answer, Discussion, Testing, Homework,
3 Understand the quality of service Lecture, Question-Answer, Discussion, Testing, Homework,
4 Understand the methods of measurement of quality of service Lecture, Question-Answer, Discussion, Testing, Homework,
Week Course Topics Preliminary Preparation
1 Definition of quality
2 Service concept and definition
3 Characteristics of service companies
4 Quality management in public services
5 Service quality components and utilities
6 Service quality management
7 Customer service
8 Customer satisfaction and Customer focus
9 Service quality measurement
10 Service quality measurement
11 Human resource management in service companies
12 Planning activities in service companies
13 Audit activities in service companies
14 Service marketing
Resources
Course Notes
Course Resources
Order Program Outcomes Level of Contribution
1 2 3 4 5
1
2
3
4
5 X
6 X
7
8
9
10
Evaluation System
Semester Studies Contribution Rate
1. Ara Sınav 60
1. Ödev 40
Total 100
1. Yıl İçinin Başarıya 40
1. Final 60
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
Assignment 2 15 30
Final examination 1 15 15
Total Workload 151
Total Workload / 25 (Hours) 6.04
dersAKTSKredisi 6