Accession Number : ADA285259


Title :   Measuring Customer Satisfaction: Practices of Leading Military and Commercial Service Organizations


Descriptive Note : Master's thesis


Corporate Author : AIR FORCE INST OF TECH WRIGHT-PATTERSONAFB OH SCHOOL OF LOGISTICS AND ACQUISITION MANAGEMENT


Personal Author(s) : Hodgkiss, Daniel M ; Casipit, Manuel F


Full Text : https://apps.dtic.mil/dtic/tr/fulltext/u2/a285259.pdf


Report Date : Sep 1994


Pagination or Media Count : 165


Abstract : This research effort studied the customer satisfaction programs of six quality award winning service organizations in the military and commercial sectors. The purpose of the study was to assess the applicability of a general set of guidelines on measuring customer satisfaction for service organizations. This study discusses customer satisfaction, the importance of measuring customer satisfaction, guidelines regarding customer satisfaction, and the common practices of award winning service organizations. This study found that the common practices among service organizations provide support for the establishment of a general set of guidelines for measuring customer satisfaction. Universally applicable guidelines are listed and situationally dependent guidelines are discussed to allow customer satisfaction practitioners to rationally apply these guidelines to their organization. Customer satisfaction, Quality improvement, Measures, Metrics, Total quality management, Customer satisfaction measurement and methods


Descriptors :   *COMMERCE , *TOTAL QUALITY MANAGEMENT , MARKET RESEARCH , THESES , INDUSTRIAL ENGINEERING , AWARDS , JOB SATISFACTION , CASE STUDIES , MACROECONOMICS


Subject Categories : Administration and Management
      Economics and Cost Analysis


Distribution Statement : APPROVED FOR PUBLIC RELEASE