Analysis of NPS Contracting Service Quality

Abstract

The purpose of this project is to identify and analyze customer expectations and customer perceptions of service quality provided by the local contracting office supporting the Naval Postgraduate School. Our goal is to identify performance gaps using the SERVQUAL instrument for measuring customers expectations and perceptions along five quality dimensions (tangibles, reliability, responsiveness, assurance, empathy). The results will identify areas of improvements in customer relations, contracting support, and service quality.

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Document Details

Document Type
Technical Report
Publication Date
Dec 01, 2014
Accession Number
ADA619665

Entities

People

  • Joseph A. Baza
  • Timothy E. Cabana

Organizations

  • Naval Postgraduate School

Tags

Communities of Interest

  • Human Systems
  • Space

DTIC Thesaurus Topics

  • Air Force
  • Business Administration
  • Commerce
  • Customer Services
  • Data Analysis
  • Employment
  • Governments
  • Information Science
  • Logistics
  • Management Personnel
  • Military Education
  • Organizational Structure
  • Public Policy
  • Reliability
  • Statistical Analysis
  • Students
  • Supply Chain Management

Readers

  • Logistics and Supply Chain Management.
  • Organizational Psychology.