| 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 | Ders Notları, Dr. Öğretim Üyesi Metin BAYRAM |
| 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 | ||