Accession Number : ADA267504


Title :   Member's Perception of Service Quality At the Nellis Air Force Base Officers Open Mess


Descriptive Note : Doctoral thesis


Corporate Author : AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH


Personal Author(s) : Campbell, Brian D


Full Text : https://apps.dtic.mil/dtic/tr/fulltext/u2/a267504.pdf


Report Date : May 1993


Pagination or Media Count : 240


Abstract : This study pertains to members' perceptions of service quality at the Nellis Air Force base Officers' Open Mess. The Officers, club members were surveyed using the parsimonious 22-item SERVQUAL instrument. Perceptions were compared to expectations to achieve a SERVQUAL score for the five dimensions of service quality. These scores were then averaged to obtain an overall Unweighted and Weighted SERVQUAL score for the Officers' Club. The results indicated that the Officers, Club was providing less than average service quality as perceived by the club members. The Active Duty members perceived the difference to be greater than that of the Other club members. Both groups of club members rated the tangible dimension as exceeding their expectations, while the reliability dimension had the greatest difference between expectations and perceptions of service quality.


Descriptors :   *AIR FORCE , *ACTIVE DUTY , REQUIREMENTS , AIR FORCE PERSONNEL , PERCEPTION , RELIABILITY , QUALITY , OPERATION


Subject Categories : Information Science
      Military Forces and Organizations
      Military Operations, Strategy and Tactics


Distribution Statement : APPROVED FOR PUBLIC RELEASE