Civil Aviation Cabin Services
Course Details
KTO KARATAY UNIVERSITY
Trade and Industry Vocational School
Programme of Civil Aviation Cabin Services
Course Details
Trade and Industry Vocational School
Programme of Civil Aviation Cabin Services
Course Details
| Course Code | Course Name | Year | Period | Semester | T+A+L | Credit | ECTS |
|---|---|---|---|---|---|---|---|
| 03941007 | Customer Relations Management | 2 | Spring | 4 | 3+0+0 | 5 | 5 |
| Course Type | Elective |
| Course Cycle | Associate (Short Cycle) (TQF-HE: Level 5 / QF-EHEA: Short Cycle / EQF-LLL: Level 5) |
| Course Language | Turkish |
| Methods and Techniques | - |
| Mode of Delivery | Face to Face |
| Prerequisites | - |
| Coordinator | - |
| Instructor(s) | Asst. Prof. Adile BEBEK YEŞİLKAYA |
| Instructor Assistant(s) | - |
Course Instructor(s)
| Name and Surname | Room | E-Mail Address | Internal | Meeting Hours |
|---|---|---|---|---|
| Asst. Prof. Adile BEBEK YEŞİLKAYA | TSMYO-T222 | [email protected] | 7458 | Thursday 13:00 |
Course Content
This course covers the concept of customer relationship management, the basic elements of customer relationship management, the planning and implementation process, organizational structure and responsibilities, service quality, customer experience, types of complaints and complaint management, service recovery, consumer behavior in the aviation industry, customer expectations, the impact of crew resource management on customer relations in aviation, customer services, customer satisfaction measurement, customer loyalty, loyalty programs, digital applications, and case studies related to the aviation field.
Objectives of the Course
The aim of this course is to enable students to understand the concept, scope, and importance of customer relationship management; to provide knowledge about customer expectations, service quality, complaint management, customer satisfaction, customer loyalty, and loyalty programs; and to contribute to their ability to evaluate customer-oriented service approaches in the aviation industry. In addition, the course aims to support students in understanding customer service processes in aviation, effective communication practices, and current approaches to customer relationship management.
Contribution of the Course to Field Teaching
| Basic Vocational Courses | |
| Specialization / Field Courses | |
| Support Courses | X |
| Transferable Skills Courses | |
| Humanities, Communication and Management Skills Courses |
Relationships between Course Learning Outcomes and Program Outcomes
| Relationship Levels | ||||
| Lowest | Low | Medium | High | Highest |
| 1 | 2 | 3 | 4 | 5 |
| # | Program Learning Outcomes | Level |
|---|---|---|
| P1 | They acquire fundamental, up-to-date, and practical knowledge related to their profession. | 5 |
| P3 | They follow and effectively utilize current developments and practices in their profession. | 5 |
| P4 | He/She effectively uses information technologies (software, programs, animation, etc.) related to his/her profession. | 2 |
| P5 | They possess the ability to independently evaluate professional problems and issues with an analytical and critical approach and to propose solutions. | 4 |
| P6 | They can effectively present their thoughts and ideas in written and oral communication, based on their level of knowledge and skills, and express themselves clearly. | 4 |
| P9 | It possesses social, scientific, cultural, and ethical values in the stages of data collection, application, and dissemination of results related to its field. | 5 |
Course Learning Outcomes
| Upon the successful completion of this course, students will be able to: | |||
|---|---|---|---|
| No | Learning Outcomes | Outcome Relationship | Measurement Method ** |
| O1 | It explains the fundamental concepts, actors, and organizational structure of the civil aviation sector. | P.1.1 | |
| O2 | It monitors current safety, security, and service trends in the civil aviation sector. | P.3.1 | |
| O3 | It integrates current cabin service practices into operational processes. | P.3.2 | |
| O4 | They uses clear, understandable, and professional language in both booth and team communication. | P.6.1 | |
| O5 | They improves service quality by establishing effective communication with passengers. | P.6.2 | |
| O6 | It monitors current developments, technological innovations, and operational changes in the field of civil aviation. | P.1.5 | |
| O7 | They explains the importance of participating in training, seminars, and information activities that support professional development. | P.3.6 | |
| O8 | Demonstrates communication skills that are sensitive to cultural differences. | P.6.6 | |
| O9 | They upholds the principles of passenger rights and respect for human dignity. | P.9.2 | |
| O10 | They provides services that are sensitive to cultural diversity. | P.9.3 | |
| O11 | They demonstrate a fair and impartial approach in their professional practices. | P.9.6 | |
| ** Written Exam: 1, Oral Exam: 2, Homework: 3, Lab./Exam: 4, Seminar/Presentation: 5, Term Paper: 6, Application: 7 | |||
Weekly Detailed Course Contents
| Week | Topics |
|---|---|
| 1 | The concept, scope, and importance of customer relationship management |
| 2 | Basic elements and development of customer relationship management |
| 3 | Services marketing, service quality, and customer relationship management |
| 4 | Customer and consumer behavior, customer expectations in the aviation industry |
| 5 | Customer satisfaction, customer value, and customer loyalty |
| 6 | Internal customer satisfaction and organizational responsibilities in customer relations |
| 7 | Types of complaints, complaint management, and service recovery |
| 8 | Communication with customers and dimensions of customer relations |
| 9 | Planning and implementation process of customer relations |
| 10 | Customer services and service delivery process in aviation |
| 11 | Crew resource management in aviation and its effect on customer experience |
| 12 | Customer satisfaction measurement, loyalty, and loyalty programs in aviation |
| 13 | Customer relationship management practices and current developments in aviation |
| 14 | Case studies on customer relations in aviation |
Textbook or Material
| Resources | Odabaşı, Y. (2023). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM). Aura Kitapları. |
| Gültekin, B., & Kement, Ü. (2018). Müşteri ilişkileri yönetimi: Temel kavramlar ve uygulamalar. Nobel Akademik Yayıncılık. |
Evaluation Method and Passing Criteria
| In-Term Studies | Quantity | Percentage |
|---|---|---|
| Attendance | - | - |
| Laboratory | - | - |
| Practice | - | - |
| Field Study | - | - |
| Course Specific Internship (If Any) | - | - |
| Homework | - | - |
| Presentation | - | - |
| Projects | - | - |
| Seminar | - | - |
| Quiz | - | - |
| Listening | - | - |
| Midterms | 1 | 40 (%) |
| Final Exam | 1 | 60 (%) |
| Total | 100 (%) | |
ECTS / Working Load Table
| Quantity | Duration | Total Work Load | |
|---|---|---|---|
| Course Week Number and Time | 14 | 3 | 42 |
| Out-of-Class Study Time (Pre-study, Library, Reinforcement) | 0 | 0 | 0 |
| Midterms | 1 | 40 | 40 |
| Quiz | 0 | 0 | 0 |
| Homework | 0 | 0 | 0 |
| Practice | 0 | 0 | 0 |
| Laboratory | 0 | 0 | 0 |
| Project | 0 | 0 | 0 |
| Workshop | 0 | 0 | 0 |
| Presentation/Seminar Preparation | 0 | 0 | 0 |
| Fieldwork | 0 | 0 | 0 |
| Final Exam | 1 | 60 | 60 |
| Other | 0 | 0 | 0 |
| Total Work Load: | 142 | ||
| Total Work Load / 30 | 4,73 | ||
| Course ECTS Credits: | 5 | ||
Course - Learning Outcomes Matrix
| Relationship Levels | ||||
| Lowest | Low | Medium | High | Highest |
| 1 | 2 | 3 | 4 | 5 |
| # | Learning Outcomes | P1 | P3 | P6 | P9 |
|---|---|---|---|---|---|
| O1 | It explains the fundamental concepts, actors, and organizational structure of the civil aviation sector. | 5 | 3 | 2 | 2 |
| O2 | It monitors current developments, technological innovations, and operational changes in the field of civil aviation. | 3 | 5 | 2 | 2 |
| O3 | It monitors current safety, security, and service trends in the civil aviation sector. | 3 | 5 | 2 | 2 |
| O4 | It integrates current cabin service practices into operational processes. | 3 | 4 | 3 | 3 |
| O5 | They explains the importance of participating in training, seminars, and information activities that support professional development. | 3 | 4 | 2 | 2 |
| O6 | They uses clear, understandable, and professional language in both booth and team communication. | 3 | 3 | 5 | 2 |
| O7 | They improves service quality by establishing effective communication with passengers. | 3 | 3 | 5 | 3 |
| O8 | Demonstrates communication skills that are sensitive to cultural differences. | 2 | 3 | 5 | 3 |
| O9 | They upholds the principles of passenger rights and respect for human dignity. | 1 | 2 | 3 | 5 |
| O10 | They provides services that are sensitive to cultural diversity. | 1 | 2 | 4 | 5 |
| O11 | They demonstrate a fair and impartial approach in their professional practices. | 2 | 2 | 3 | 5 |