Course Information
SemesterCourse Unit CodeCourse Unit TitleT+P+LCreditNumber of ECTS CreditsLast Updated Date
3BS242Customer Relations in Banking and Insurance2+0+02317.08.2026
Course Details
Language of Instruction Turkish
Level of Course Unit Bachelor's Degree
Department / Program Banking and Insurance
Type of Program Formal Education
Type of Course Unit Elective
Course Delivery Method Face To Face
Objectives of the Course The main objective of the course is to equip students with the fundamental concepts, historical development, and current applications of customer relations in the banking and insurance sectors. The goal is for students to develop customer-centric thinking skills, understand how to ensure customer loyalty and satisfaction, learn customer relationship management (CRM) techniques, and become familiar with the new customer relationship models brought about by digitalization.
Course Content The concept of the customer in banking and insurance, customer types and expectations, fundamentals and applications of customer relationship management (CRM), customer loyalty, the impact of digitalization and new technologies on customer experience, ethical and legal framework, industry practices, and case studies.
Course Methods and Techniques Each lesson begins with the instructor introducing that day's course topic. The course is taught in an interactive way. Methods such as lecture, question-answer, case study, and discussion of research findings are applied together. Students can be made to explain the topic. Therefore, students need to prepare thoroughly by reading the material in the week before class.
Prerequisites and co-requisities None
Course Coordinator None
Name of Lecturers Asist Prof.Dr. FIRAT CEM DOĞAN
Assistants None
Work Placement(s) No

Recommended or Required Reading
Resources
Course Notes https://www.seddk.gov.tr

https://www.bddk.org.tr

https://www.tsb.org.tr

https://data.worldbank.org/indicator/

Course Category
Social Sciences %100

Planned Learning Activities and Teaching Methods
Activities are given in detail in the section of "Assessment Methods and Criteria" and "Workload Calculation"

Assessment Methods and Criteria
In-Term Studies Quantity Percentage
Mid-terms 1 % 40
Final examination 1 % 60
Total
2
% 100

 
ECTS Allocated Based on Student Workload
Activities Quantity Duration Total Work Load
Course Duration 14 3 42
Assignments 1 8 8
Presentation 1 12 12
Mid-terms 1 14 14
Final examination 1 14 14
Total Work Load   Number of ECTS Credits 3 90

 
Course Learning Outcomes: Upon the successful completion of this course, students will be able to:
NoLearning Outcomes
1 This text defines the concepts of customer, customer loyalty, and customer relations; and explains the historical development of customer relations in banking and insurance.
2 It distinguishes between individual and corporate customer types; and evaluates the expectations of these customer groups.
3 This section explains the concept of Customer Relationship Management (CRM) and discusses its importance in the banking and insurance sectors.
4 It analyzes CRM applications in banking and insurance with examples.
5 They apply effective listening, empathy, and persuasion techniques in customer communication.
6 It evaluates the effects of digitalization on banking customer relationships.
7 This study evaluates the impact of digitalization on insurance customer relations.
8 It explains basic information regarding ethical principles and legal regulations in customer relations.
9 It analyzes successful customer relationship strategies in banking through case studies.
10 It analyzes successful customer relationship strategies in insurance through case studies.
11 The bank evaluates customer experiences and identifies factors that contribute to customer satisfaction.
12 Insurance companies evaluate customer experiences and identify factors that contribute to customer satisfaction.
13 It analyzes the customer relationship practices of a selected bank or insurance company and provides suggestions for improvement.
14 It discusses trends in the future of banking and insurance customer relationships (digitalization, artificial intelligence, sustainability, etc.).

 
Weekly Detailed Course Contents
Veri yok

 
Contribution of Learning Outcomes to Programme Outcomes
P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P14
C1
C2
C3
C4
C5
C6
C7
C8
C9
C10
C11
C12
C13
C14

  Contribution: 1: Very Slight 2:Slight 3:Moderate 4:Significant 5:Very Significant