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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS TKY 7012 SERVICE QUALITY COMPULSORY 2 0 0 6

Offered By

Quality Management (Non-Thesis-Evening)

Level of Course Unit

Second Cycle Programmes (Master's Degree)

Course Coordinator

PROFESSOR DOCTOR HILMI YÜKSEL

Offered to

Quality Management (Non-Thesis-Evening)

Course Objective

To introduce the methods used in evaluating and measuring the quality of service businesses and to provide the ability to use the tools and methods used to increase the quality of service outputs and the efficiency of service processes.

Learning Outcomes of the Course Unit

1   Ability to define the basic characteristics of service processes and the factors affecting service quality. 2   Understanding the methods used to measure service quality. 3   Ability to measure and evaluate service quality. 4   Ability to understand and apply approaches used to improve service quality. 5   Ability to develop recommendations to improve the quality and efficiency of service processes.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 Introduction 2 Basic Characteristics and Classification of Services 3 Service Strategy and Competition, Service Encounters 4 Dimensions of Service Quality, Measuring Service Quality 5 Servqual Method, Servperf Method 6 Applications of the Servqual Method, Dimensions of Electronic Service Quality 7 Lean Thinking and Lean Service 8 Application of Lean Thinking Principles in Service Enterprises 9 Six Sigma Applications in Service Enterprises 10 Waiting Line Analysis 11 Application of Digital Transformation and Artificial Intelligence Technologies in the Service Sector 12 Effects of Digital Transformation on Service Quality 13 Effects of Artificial Intelligence Applications on Service Quality 14 General Assessment

Recomended or Required Reading

Saime Oral, Hilmi Yüksel, Hizmet Işlemleri Yönetimi, Kanyılmaz Matbaası, 2007

Planned Learning Activities and Teaching Methods

1. Narrative Method 2. Case Analysis and Presentation

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 STT TERM WORK (SEMESTER) 3 FIN FINAL EXAM 4 FCG FINAL COURSE GRADE MTE * 0.30 + STT * 0.30 + FIN* 0.40 5 RST RESIT 6 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.30 + STT * 0.30 + RST* 0.40

Further Notes About Assessment Methods

None

Assessment Criteria

To be announced.

Language of Instruction

Turkish

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

To be announced.

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 14 3 42 Preparations before/after weekly lectures 14 2 28 Preparation for midterm exam 1 25 25 Preparation for final exam 1 25 25 Preparing assignments 1 25 25 Preparing presentations 1 5 5 Final 1 1 1 Midterm 1 1 1 TOTAL WORKLOAD (hours) 152

Contribution of Learning Outcomes to Programme Outcomes

PO/LO PO.1 PO.2 PO.3 PO.4 PO.5 PO.6 LO.1 4 4 LO.2 4 4 LO.3 4 4 4 LO.4 4 4 LO.5 4 4