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 Genel Eğitim
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, Case Study, Question-Answer, Discussion, Testing, Homework,
2 Describes factors affecting service quality Discussion, Question-Answer, Case Study, Lecture, Homework, Testing,
3 Explains how to improve service quality Discussion, Question-Answer, Case Study, Lecture, Homework, Testing,
4 Gains oral and written communications skills about service quality Discussion, Question-Answer, Case Study, Lecture, Homework, Testing,
5 Measures service quality Discussion, Question-Answer, Case Study, Lecture, Homework, Testing,
6 Relates service quality to overall competitiveness of a firm Discussion, Question-Answer, Case Study, Lecture, Homework, Testing,
Hafta Ders Konuları Ön Hazırlık
1 Quality Concept and Definition
2 The Concept, and Definition of Service
3 The Importance and Features of Service Industry
4 The Quality Management of Public Service
5 The concept and the Dimensions of Service Quality
6 Defining Models of Service Quality
7 The main measuring models of Service Quality: Servqual
8 The main measuring models of Service Quality: Servperf, Gröross exc.
9 The other measuring models of Service Quality
10 Bechmarking
11 Service quality, costumer satisfaction and costumer loyalty
12 Costumer satisfaction indexes
13 Service Quality Management: ISO 9001 2015
14 Service Quality Management: EFQM
Kaynaklar
Ders Notu <p>Ders Notları, Dr. &Ouml;ğretim &Uuml;yesi Metin BAYRAM</p>
Ders Kaynakları

HİZMET KALİTESİ - MODELLER VE HİZMET KALİTESİNE YENİ BİR BAKIŞ AÇISI, DR. C. DENİZ SEYRAN

BELEDİYELERDE HİZMET KALİTESİ VE MÜŞTERİ MEMNUNİYETİ, BARAN ASLAN, ABDULLAH TAŞTEKİN, NİHAT GÜLTEKİN

HİZMET KALİTESİ EL KİTABI: ÖLÇEKLER VE MODELLER ÜZERİNE ÇALIŞMALAR, MURAT AKSU, OĞUZ DİKER, ERDEM TEMELOĞLU, ÖZGE GÜDÜ DEMİRBOLAT (EDS.) DETAY YAYINCILIK ANKARA. 2020.

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