Customer Service Analysis of Tactical Air Command Base Level Supply Support
AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH SCHOOL OF SYSTEMS AND LOGISTICS
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The general purpose of this study was to evaluate the perceptions of Tactical Air Command TAC Base Supply major customers. The research had five major objectives 1 identify the service criteria important to the major customers of TAC Base Supply 2 identify their perceptions of Base Supply performance 3 measure the range of variation between customer segments 4 identify opportunities available to Base Supply for improving customer satisfaction and 5 provide a benchmark for future evaluations of Base Supply customer satisfaction. The research methodology developed to meet the research objectives was based on that used by the leading experts in the field of customer service. The research identified a total of 20 criteria rated as very important to TAC supply major customers. In addition, the findings suggested that the majority of major customers perceived significant shortfalls in Base Supply Support. The identification of important criteria and the evaluation of perceptions of performance highlighted the opportunities available to TAC Base Supply for improving customer service satisfaction of its major customer base. This study provided additional evidence of the importance of customer service, and it provided a benchmark for evaluating Base Supply customer satisfaction.
- Logistics, Military Facilities and Supplies
- Military Operations, Strategy and Tactics