Accession Number : ADA174116
Title : Measurement of Civil Engineering Customer Satisfaction in Tactical Air Command: A Prototype Evaluation Program.
Descriptive Note : Master's thesis,
Corporate Author : AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH SCHOOL OF SYSTEMS AND LOGISTICS
Personal Author(s) : Singel,Kenneth R
Report Date : Sep 1986
Pagination or Media Count : 123
Abstract : This thesis examines the effectiveness of Civil Engineering in Tactical Air Command(TAC) from the customer's point of view. The objective was to identify the criteria that had a significant impact on customer service and satisfaction. The purpose was to develop methods to evaluate and compare those criteria for inclusion into the TAC Civil Engineering PEERS competition. A stratified survey was conducted of building managers and senior officers on eight TAC bases to indentify customer needs and desires. The two groups were chosen to determine if significant variance existed for the criteria between senior leadership and the everyday customer. Statistical procedures were used to determine the relative importance of the resulting criteria and the impact on customer satisfaction. Several possible methods of evaluating the most important criteria are suggested.
Descriptors : *AIR FORCE PERSONNEL , *TACTICAL AIR COMMAND , *CIVIL ENGINEERING , PERSONNEL MANAGEMENT , THESES , COMMERCIAL EQUIPMENT , MANAGEMENT ENGINEERING , MILITARY ORGANIZATIONS
Subject Categories : Administration and Management
Military Operations, Strategy and Tactics
Distribution Statement : APPROVED FOR PUBLIC RELEASE