KSU5341 Customer Relations Management In Passenger TransportationBahçeşehir UniversityDegree Programs URBAN SYSTEMS AND TRANSPORTATION MANAGEMENT (TURKISH, NON-THESIS)General Information For StudentsDiploma SupplementErasmus Policy StatementNational QualificationsBologna Commission
URBAN SYSTEMS AND TRANSPORTATION MANAGEMENT (TURKISH, NON-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 Spring 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) Having awareness about innovations and developments in profession, investigating and learning necessary informations about these 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