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

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

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Document Details

Document Type
Technical Report
Publication Date
Sep 01, 1994
Accession Number
ADA285259

Entities

People

  • Daniel M. Hodgkiss
  • Manuel F. Casipit

Organizations

  • Air Force Institute of Technology

Tags

Communities of Interest

  • Biomedical
  • C4I
  • Human Systems
  • Space
  • Weapons Technologies

DTIC Thesaurus Topics

  • Aerospace Industry
  • Air Force
  • Business Administration
  • Commerce
  • Data Analysis
  • Employment
  • Management Personnel
  • Military Organizations
  • Organizational Structure
  • Personnel Management
  • Plastic Explosives
  • Quality Control
  • Statistical Analysis
  • Test And Evaluation
  • Test Facilities
  • Total Quality Management
  • United States

Fields of Study

  • Business

Readers

  • Logistics and Supply Chain Management.
  • Organizational Psychology.
  • Software Engineering.