BAHÇEŞEHİR UNIVERSITY BİLGİ PAKETİ / DERS KATALOĞU
| URBAN SYSTEMS AND TRANSPORTATION MANAGEMENT (TURKISH, THESIS) | |||||
| Master | TR-NQF-HE: Level 7 | QF-EHEA: Second Cycle | EQF-LLL: Level 7 | ||
Course Introduction and Application Information
| Course Code | Course Name | Semester | Theoretical | Practical | Credit | ECTS |
| KSU5341 | Customer Relations Management In Passenger Transportation | Fall | 3 | 0 | 3 | 12 |
| This catalog is for information purposes. Course status is determined by the relevant department at the beginning of semester. |
Basic information
| Language of instruction: | Turkish |
| Type of course: | Departmental Elective |
| Course Level: | |
| Mode of Delivery: | Face to face |
| Course Coordinator : | Dr. Öğr. Üyesi NİLGÜN CAMKESEN |
| Recommended Optional Program Components: | None |
| Course Objectives: | The main objective of the course is: -Enhancing information level about basic marketing, CRM and service quality management -Having information about implementations of CRM and service quality management in passenger transport institutions -Understanding measuring, evaluating and improving methods fo service quality -Defining of service quality issues in operation contrats of urban passenger transport operators |
Learning Outcomes
|
The students who have succeeded in this course; Main learning outcome of the course is giving current examples in worlwide, understanding closely different implementations in all over the world. |
Course Content
| Administrative point of view, passenger transport operations, support services management, consumer relations management, understanding service quality significance, basic marketing informations, level of service scales, components that effect level of service, scaling and reporting systems, worldwide cases. |
Weekly Detailed Course Contents
| Week | Subject | Related Preparation |
| 1) | Introduction | |
| 2) | General introduction to passenger transport, current issues, market dynamics | |
| 3) | Basic marketing information and passenger transport notes | |
| 4) | Consumer relations management and passenger transport implementations -1 | |
| 5) | Consumer relations management and passenger transport implementations -2 | |
| 6) | Consumer loyalty management and passenger transport implementations | |
| 7) | Operational CRM and service quality relation, quality-service quality-total quality management concepts | |
| 8) | Midterm Exam | |
| 9) | Service quality and scales in passenger transport operations, quality evaluation criterias for passenger transport, passenger activity cycles | |
| 10) | Establishing of service quality management system, measuring and evaluating systems | |
| 11) | Consumer satisfaction research for passenger transport | |
| 12) | Homework Presentation | |
| 13) | Homework Presentation | |
| 14) | Final Exam |
Sources
| Course Notes / Textbooks: | Derste Verilen Notlar / Lecture Notes |
| References: | Gerçeklik Dakikaları, Jan Carlzon, Rota Yayınları European Standard for Public Passenger Transportation - EN 13816 CEN Standardization Committeee 2003 Delivering Quality Service, Valeri Zeithaml, Free Press Yolcu Taşımacılığında Müşteri İlişkileri Yönetimi Ders Notları Kaan Yıldızgöz 2011 |
Evaluation System
| Semester Requirements | Number of Activities | Level of Contribution |
| Attendance | 10 | % 0 |
| Quizzes | 4 | % 10 |
| Homework Assignments | 5 | % 20 |
| Midterms | 1 | % 30 |
| Final | 1 | % 40 |
| Total | % 100 | |
| PERCENTAGE OF SEMESTER WORK | % 60 | |
| PERCENTAGE OF FINAL WORK | % 40 | |
| Total | % 100 | |
ECTS / Workload Table
| Activities | Number of Activities | Duration (Hours) | Workload |
| Course Hours | 10 | 6 | 60 |
| Homework Assignments | 5 | 20 | 100 |
| Quizzes | 4 | 10 | 40 |
| Midterms | 1 | 30 | 30 |
| Final | 1 | 40 | 40 |
| Total Workload | 270 | ||
Contribution of Learning Outcomes to Programme Outcomes
| No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
| Program Outcomes | Level of Contribution | |
| 1) | Improving and enhancing information in expertise level on the concept of transportation licence level abilities in terms of transportation department and related departments. | 5 |
| 2) | Having detailed information about current technics, methods and their constraints in transportation engineering. | 4 |
| 3) | Estabilishing engineering problems, improving methods for solution, implementing new methods in solutions | 4 |
| 4) | Completing and implementing information with limited datas, integrating informations of different discipline datas | |
| 5) | Estabilishing engineering problems, improving methods for solution, implementing new methods in solutions | |
| 6) | New/origin idea and method implementing, improving new solutions in system, part and process designs. | |
| 7) | Understanding process and results of studies, presenting the datas oral and written in related department on national and international scales, understanding a foreign language, having speaking, writing and reading level at least Europan Language Portfolio B2. | |
| 8) | Understanding social and environmental phases of technological implementations. Listing ability of current technics, methods, effects, constraints and results of technological implementations. | |
| 9) | Considering social-scientific-ethic values in collecting-understanding-implementing-presenting phases and all activities. | |
| 10) | Having information detailed and deeply by implemented researching in technology, evaluating and implementing of information | |
| 11) | Developing method for defined technological problems and implementing innovative methods in solutions. | |
| 12) | Modelling and implementing of experimental investigations, solving of complex cases in this process |