| Ders Adı | Kodu | Yarıyıl | T+U Saat | Kredi | AKTS |
|---|---|---|---|---|---|
| Qualıty Management In Servıce Companıes | KAL 515 | 0 | 3 + 0 | 3 | 6 |
| Ön Koşul Dersleri | |
| Önerilen Seçmeli Dersler | |
| Dersin Dili | Türkçe |
| Dersin Seviyesi | YUKSEK_LISANS |
| Dersin Türü | Seçmeli |
| Dersin Koordinatörü | Dr.Öğr.Üyesi METİN BAYRAM |
| Dersi Verenler | Dr.Öğr.Üyesi ASLAN ÇOBAN, |
| Dersin Yardımcıları | |
| Dersin Kategorisi | Genel Eğitim |
| Dersin Amacı | 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. |
| Dersin İçeriği | 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 |
| # | Ders Öğrenme Çıktıları | Öğretim Yöntemleri | Ölçme Yöntemleri |
|---|---|---|---|
| 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, |
| Hafta | Ders Konuları | Ön Hazırlık |
|---|---|---|
| 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 |
| Kaynaklar | |
|---|---|
| Ders Notu | |
| Ders Kaynakları | |
| Sıra | Program Çıktıları | Katkı Düzeyi | |||||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |||
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| Değerlendirme Sistemi | |
|---|---|
| Yarıyıl Çalışmaları | Katkı Oranı |
| 1. Ara Sınav | 60 |
| 1. Ödev | 40 |
| Toplam | 100 |
| 1. Yıl İçinin Başarıya | 40 |
| 1. Final | 60 |
| 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 |
| Assignment | 2 | 15 | 30 |
| Final examination | 1 | 15 | 15 |
| Toplam İş Yükü | 151 | ||
| Toplam İş Yükü / 25 (Saat) | 6,04 | ||
| Dersin AKTS Kredisi | 6 | ||