File:Measuring Air Force Contracting customer satisfaction (IA measuringairforc1094547929).pdf
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Summary
[edit]Measuring Air Force Contracting customer satisfaction ( ) | |
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Author |
Davis, Jamie |
Title |
Measuring Air Force Contracting customer satisfaction |
Publisher |
Monterey, California: Naval Postgraduate School |
Description |
This research gathers background information to identify which customer satisfaction elements should be included in a standardized tool that measures the level of customer satisfaction for AF Contracting’s external and internal customers. This research conducts a comprehensive literature review of the prominent customer satisfaction trends, while exploring the idiosyncrasies of customer satisfaction that are unique to AF Contracting. For this research, two customer-specific questionnaires were used to interview AF Contracting’s external and internal customers, in order to better understand their experiences. Based on the results of the interviews, it is apparent that AF Contracting’s customers believe customer satisfaction is a critical component in enabling effective communication and strengthening customer relations. Although AF Contracting does not currently use a standardized approach for collecting customer satisfaction information, this paper recommends the development of a customer satisfaction mechanism as an essential tool to fully capitalize on the benefits of improved communication and enhanced customer relations. This paper also proposes a six-step system for developing a customer satisfaction system and specifically focuses on incorporating the customer satisfaction elements as identified by the customers who participated in this research. Finally, this research concludes with suggestions for areas of further study. Subjects: customer satisfaction; air force contracting |
Language | English |
Publication date | December 2015 |
Current location |
IA Collections: navalpostgraduateschoollibrary; fedlink |
Accession number |
measuringairforc1094547929 |
Source | |
Permission (Reusing this file) |
This publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. Copyright protection is not available for this work in the United States. |
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[edit]Public domainPublic domainfalsefalse |
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This file has been identified as being free of known restrictions under copyright law, including all related and neighboring rights. |
https://creativecommons.org/publicdomain/mark/1.0/PDMCreative Commons Public Domain Mark 1.0falsefalse
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Short title | Measuring Air Force Contracting customer satisfaction |
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Author | Davis, Jamie |
Software used | Davis, Jamie |
Conversion program | Adobe PDF Library 11.0 |
Encrypted | no |
Page size | 612 x 792 pts (letter) |
Version of PDF format | 1.4 |