Date of Award


Document Type


Degree Name

Master of Science

First Advisor

T. Scott Graham, PhD

Second Advisor

Kevin Grant, PhD


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


DTIC Accession Number



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.