Information Package / Course Catalogue
Customer Loyalty
Course Code: HOM340
Course Type: Area Elective
Couse Group: First Cycle (Bachelor's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 2
Prt.: 0
Credit: 2
Lab: 0
ECTS: 3
Objectives of the Course

By pointing out the importance of customer loyalty, teaching the methods that can be used to maintain customer loyalty.

Course Content

Teaching the subjects related with customer satisfaction and complaint method in order to maintain customer loyalty.

Name of Lecturer(s)
Learning Outcomes
1.1.Elements that specify customer loyalty, and customer loyalty theories.
2.2.Evaluation of customer loyalty and the effects of customer loyaty on cultures.
3.3.Customer value concept.
4.4.Management of complaints.
5.5.Stratigies of service perfection.
6.Importance of verbal and non-verbal communication at customer satisfaction and customer loyalty.
Recommended or Required Reading
Weekly Detailed Course Contents
Week 1 - Theoretical
Intoroduction to Customer Satisfaction
Week 2 - Theoretical
Defitional and Relational Subjects at Tourist Satisfaction
Week 3 - Theoretical
Value of Costumer at Tourism and Accomadation Establishments
Week 4 - Theoretical
Theories of Customer Satisfaction
Week 5 - Theoretical
Comparison Standarts at Customer Satisfaction and Dissatisfaction
Week 6 - Theoretical
Image and Multi Comparison Standarts at Customer Satisfaction
Week 7 - Theoretical
Elements that Specify the Customer Satisfaction
Week 8 - Theoretical
Cultural Comparison of Tourist Satisfaction
Week 9 - Intermediate Exam
Mid-Term Exam
Week 10 - Theoretical
Tourist Grouping According to Satisfaction and Satisfaction Modals
Week 11 - Theoretical
Service Perfection Strageties
Week 12 - Theoretical
Cognitive Evaloution Process Modal About Feelings and Complaint Behaviour
Week 13 - Theoretical
Verbal and Nonverbal Communication at Customer Satisfaction
Week 14 - Theoretical
Revision
Week 15 - Theoretical
Revision
Week 16 - Final Exam
Final Exam
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%70
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory142256
Midterm Examination1718
Final Examination1718
TOTAL WORKLOAD (hours)72
Contribution of Learning Outcomes to Programme Outcomes