| TYPE OF COURSE UNIT | Elective Course |
| LEVEL OF COURSE UNIT | Master's Degree With Thesis |
| YEAR OF STUDY | - |
| SEMESTER | - |
| NUMBER OF ECTS CREDITS ALLOCATED | 10 |
| NAME OF LECTURER(S) | -
|
| LEARNING OUTCOMES OF THE COURSE UNIT |
At the end of this course, the students;
1) will have an ability to identify quality concept in service firms
2) will have an ability to interpret service quality models
3) will have an ability to measure quality level in services
4) will have an ability to apply required quality tools in service firms
|
| MODE OF DELIVERY | Face to face |
| PRE-REQUISITES OF THE COURSE | No |
| RECOMMENDED OPTIONAL PROGRAMME COMPONENT | None |
| COURSE DEFINITION | |
| COURSE CONTENTS | | WEEK | TOPICS |
|---|
| 1st Week | Fundamental of service systems | | 2nd Week | Management functions in service systems | | 3rd Week | Planning and control of the service businesses | | 4th Week | Service and quality | | 5th Week | Customers based businesses | | 6th Week | Customers satisfactions in service systems | | 7th Week | Design of the service systems | | 8th Week | Midterm exam | | 9th Week | Defining quality variables in service systems | | 10th Week | Measuring quality variables in service systems | | 11th Week | Data analysis | | 12th Week | Research on consumer/customer satisfactions | | 13th Week | Case studies | | 14th Week | Case studies |
|
| RECOMENDED OR REQUIRED READING | Deming E. (1996) Krizden Çıkış, Kalder Yayınları.
Imai, (1986) Kaizen, Kalder Yayınları, Juran and Gryna (2001) Quality Planning & Analysis, 4th ed., McGraw-Hill.
Zeithaml, Parasuraman, Berry (1990) Delivering Quality Service, The Free Press.
|
| PLANNED LEARNING ACTIVITIES AND TEACHING METHODS | Lecture,Discussion,Questions/Answers,Case Study,Presentation |
| ASSESSMENT METHODS AND CRITERIA | | | Quantity | Percentage(%) |
|---|
| Mid-term | 1 | 30 | | Assignment | 4 | 20 | | Presentation of Article | 2 | 20 | | Total(%) | | 70 | | Contribution of In-term Studies to Overall Grade(%) | | 70 | | Contribution of Final Examination to Overall Grade(%) | | 30 | | Total(%) | | 100 |
|
| ECTS WORKLOAD |
| Activities |
Number |
Hours |
Workload |
| Midterm exam | 1 | 2 | 2 | | Preparation for Quiz | | | | | Individual or group work | 14 | 12 | 168 | | Preparation for Final exam | 1 | 20 | 20 | | Course hours | 14 | 3 | 42 | | Preparation for Midterm exam | 1 | 20 | 20 | | Laboratory (including preparation) | | | | | Final exam | 1 | 2 | 2 | | Homework | 6 | 6 | 36 | | Total Workload | | | 290 |
|---|
| Total Workload / 30 | | | 9,66 |
|---|
| ECTS Credits of the Course | | | 10 |
|---|
|
| LANGUAGE OF INSTRUCTION | Turkish |
| WORK PLACEMENT(S) | No |
| | |
