Accession Number : ADA186963

Title :   A Measurement of Civil Engineering Customer Satisfaction.

Descriptive Note : Master's thesis,

Corporate Author : AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH SCHOOL OF SYSTEMS AND LOGISTICS

Personal Author(s) : Kirschbaum, Max E

PDF Url : ADA186963

Report Date : Sep 1987

Pagination or Media Count : 92

Abstract : The purpose of this study was to examine and quantify the perceptions of USAF Civil Engineering customers. Customer satisfaction is not a traditional measure of Civil Engineering performance evaluation, primarily because satisfaction is not easily quantified. The study had three basic objectives: (1) Determine what factors USAF Civil Engineering customers perceive as the most important when dealing with Civil Engineering. Can these factors be correlated to satisfaction? (2) Determine any differences in the perceptions of field grade officers and building managers and any differences between military and civilian building managers. (3) Determine the representativeness of a previous TAC-specific study on customer satisfaction. In terms of the customer satisfaction model developed in this study, timeliness was the most important factor to all sample subgroups. Quality control, closeness to the customer, and communication were also significant, in descending order. While the study was successful in determining these important factors, the survey design inhibited correlation determinations. The perceptions of the military building manager, civilian building manager, and field grade officer sample subgroups were uniform with respect to the model factors.

Descriptors :   *CIVIL ENGINEERING, FIELD GRADE OFFICERS, MEASUREMENT, MODELS, PERFORMANCE(ENGINEERING), QUALITY CONTROL, TEST AND EVALUATION, THESES, TIMELINESS, PUBLIC RELATIONS, MANAGEMENT, CIVILIAN PERSONNEL, AIR FORCE PERSONNEL, BUILDINGS

Subject Categories : Administration and Management
      Civil Engineering

Distribution Statement : APPROVED FOR PUBLIC RELEASE