Information Package / Course Catalogue
| Course Code | : YHM431 |
| Course Type | : Required |
| Couse Group | : First Cycle (Bachelor's Degree) |
| Education Language | : Turkish |
| Work Placement | : N/A |
| Theory | : 2 |
| Prt. | : 0 |
| Credit | : 2 |
| Lab | : 0 |
| ECTS | : 3 |
By pointing out the importance of customer loyalty, teaching the methods that can be used to maintain customer loyalty.
Teaching the subjects related with customer satisfaction and complaint method in order to maintain customer loyalty.
| 1. | Elements that specify customer loyalty, and customer loyalty theories |
| 2. | Evaluation of customer loyalty and the effects of customer loyaty on cultures. |
| 3. | Customer value concept. |
| 4. | Management of complaints. |
| 5. | Stratigies of service perfection. |
| 6. | Importance of verbal and non-verbal communication at customer satisfaction and customer loyalty. |
| 1. | Atila Yüksel (2008), Tourist Satisfaction and Complaining Behavior: Measurement and Management Issues in the Tourism and Hospitality Industry, Nova Publishers, NY. |
| Type of Assessment | Count | Percent |
|---|---|---|
| Midterm Examination | 1 | %40 |
| Final Examination | 1 | %70 |
| Activities | Count | Preparation | Time | Total Work Load (hours) |
|---|---|---|---|---|
| Lecture - Theory | 14 | 2 | 2 | 56 |
| Midterm Examination | 1 | 7 | 1 | 8 |
| Final Examination | 1 | 7 | 1 | 8 |
| TOTAL WORKLOAD (hours) | 72 | |||
PÇ-1 | PÇ-2 | PÇ-3 | PÇ-4 | PÇ-5 | PÇ-6 | PÇ-7 | PÇ-8 | PÇ-9 | PÇ-10 | PÇ-11 | PÇ-12 | PÇ-13 | PÇ-14 | PÇ-15 | PÇ-16 | |
OÇ-1 | 5 | 4 | 4 | 4 | 4 | 5 | 1 | 4 | 3 | 4 | 5 | 5 | 4 | 3 | 3 | 4 |
OÇ-2 | 5 | 4 | 4 | 4 | 4 | 5 | 1 | 4 | 3 | 4 | 5 | 5 | 4 | 3 | 3 | 4 |
OÇ-3 | 5 | 4 | 4 | 4 | 4 | 5 | 1 | 4 | 3 | 4 | 5 | 5 | 4 | 3 | 3 | 4 |
OÇ-4 | 5 | 4 | 4 | 4 | 4 | 5 | 1 | 4 | 3 | 4 | 5 | 5 | 4 | 3 | 3 | 4 |
OÇ-5 | 5 | 4 | 4 | 4 | 4 | 5 | 1 | 4 | 3 | 4 | 5 | 5 | 4 | 3 | 3 | 4 |
OÇ-6 | 5 | 4 | 4 | 4 | 4 | 5 | 1 | 4 | 3 | 4 | 5 | 5 | 4 | 3 | 3 | 4 |