Customer Satisfaction with Air Force Civil Engineering Support
Abstract
This research measured civil engineering customer satisfaction and validated a civil engineering customer satisfaction model developed by Capt Kirschbaum in 1987. The research answered three questions: 1) Do the relationships between overall customer satisfaction and satisfaction with respect to timeliness, quality control, customer orientation, and communications support Kirschbaum's model? 2) How satisfied are customers with civil engineering in terms of timeliness, quality control, customer orientation, communication, and overall support? 3) What do customers expect and what do they perceive civil engineering responsiveness to be for different types of maintenance and repair? Actual customer satisfaction was found to be most highly related to four factors: responsiveness, the customer service section, facility quality, and grounds appearance. While the Kirschbaum model was very similar, this research found some differences. The two models used different measures of quality. The Kirschbaum model included a communication factor where the Groover model identified grounds appearance as a factor. By validating Kirschbaum's model, this research provides a clear indication of which areas offer the most potential for improving customer satisfaction. In addition, it provides civil engineering with a report card by which to measure future improvements. Theses.
Document Details
- Document Type
- Technical Report
- Publication Date
- Sep 01, 1988
- Accession Number
- ADA201582
Entities
People
- Charles M. Groover
Organizations
- Air Force Institute of Technology