Information Package / Course Catalogue
| Course Code | : BİY105 |
| Course Type | : Area Elective |
| Couse Group | : Short Cycle (Associate's Degree) |
| Education Language | : Turkish |
| Work Placement | : Students are required to complete their mandatory internships within the specified period (30 business days) and according to the rules stated in the Aydin Adnan Menderes University Sultanhisar Vocational School student internship guidelines. |
| Theory | : 3 |
| Prt. | : 0 |
| Credit | : 3 |
| Lab | : 0 |
| ECTS | : 3 |
The student will understand the place and importance of service in modern marketing. Students will learn the relationship between the service industry and service marketing. Understand the effects of service marketing in the extended marketing mix. Will be able to classify service products groups and features, will learn distribution and price strategies in service marketing. Understand the relationship between relationship marketing and service. They will learn the concepts of service quality, e-service quality and e-service compensation quality and their sub-dimensions, and will understand the impact of these concepts on customer satisfaction, trust and loyalty. Will be able to learn and apply commonly used tools for measuring service quality, e-service quality and e-service compensation quality.
This course provides a comprehensive overview of the management principles, organizational structure, and operational processes of service businesses. Students gain knowledge of key topics such as customer satisfaction, service quality, and human resource management. In addition, the course examines strategic planning, marketing, and practices for achieving sustainable competitive advantage in the service industry.
| 1. | Understand the differences in both the provision of the service and the value it creates. |
| 2. | To be able to measure service quality. |
| 3. | To be able to measure e-service quality. |
| 4. | To be able to determine what needs to be done for improvements in service. |
| 5. | To be able to determine what needs to be done for improvements in e-service quality. |
| 1. | Oral, S. ve Yuksel, H. (2007). Hizmet Islemleri Yonetimi. Kanyilmaz Matbaasi. |
| 2. | Degermen Erenkol, H. A. (2007). Hizmet Pazarlamasi. Istanbul: Istanbul Universitesi. |
| 3. | Fitzsimmons J.A., & Fitzsimmons M.J. (2001). Service Management, Operations Strategy and Information Technology. McGraw Hill Inc. |
| Type of Assessment | Count | Percent |
|---|---|---|
| Presentation | 1 | %10 |
| Assignment | 1 | %10 |
| Quiz | 1 | %20 |
| Final Examination | 1 | %60 |
| Activities | Count | Preparation | Time | Total Work Load (hours) |
|---|---|---|---|---|
| Lecture - Theory | 14 | 1 | 3 | 56 |
| Assignment | 1 | 1 | 1 | 2 |
| Presentation | 1 | 1 | 1 | 2 |
| Quiz | 1 | 1 | 1 | 2 |
| Final Examination | 1 | 11 | 1 | 12 |
| TOTAL WORKLOAD (hours) | 74 | |||
PÇ-1 | PÇ-2 | PÇ-3 | PÇ-4 | PÇ-5 | PÇ-6 | PÇ-7 | PÇ-8 | PÇ-9 | PÇ-10 | PÇ-11 | |
OÇ-1 | 5 | 5 | 4 | 5 | 5 | 4 | 5 | 4 | 5 | 5 | 4 |
OÇ-2 | 4 | 4 | 5 | 4 | 3 | 4 | 3 | 4 | 5 | 5 | 5 |
OÇ-3 | 5 | 5 | 5 | 4 | 5 | 5 | 4 | 5 | 4 | 3 | 5 |
OÇ-4 | 5 | 3 | 4 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 4 |
OÇ-5 | 4 | 5 | 5 | 3 | 4 | 5 | 4 | 4 | 5 | 4 | 5 |