Date of Award
9-1994
Document Type
Thesis
Degree Name
Master of Science
First Advisor
T. Scott Graham, PhD
Second Advisor
Kevin Grant, PhD
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.
AFIT Designator
AFIT-GSM-LAS-94S-5
DTIC Accession Number
ADA285259
Recommended Citation
Hodgkiss, Daniel M. and Casipit, Manuel F., "Measuring Customer Satisfaction: Practices of Leading Military and Commercial Service Organizations" (1994). Theses and Dissertations. 6842.
https://scholar.afit.edu/etd/6842
Comments
Co-authored thesis.
The authors' Vita pages are omitted.
Presented to the Faculty of the School of Logistics and Acquisition Management of the Air Force Institute of Technology.