Improving TSA's public image: customer-focused initiatives to encourage public trust and confidence
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Authors
Bierle, Patricia S.
Subjects
Public image
customer service
reputation
customer feedback
customer service
reputation
customer feedback
Advisors
Bach, Robert
Smith, Paul J.
Date of Issue
2013-12
Date
Dec-13
Publisher
Monterey, California: Naval Postgraduate School
Language
Abstract
The Transportation Security Administration (TSA) can improve its public image by looking at the problem from the customers perspective. This thesis explores TSAs public-image challenges and identifies customer-focused solutions. Research methods include a case study analysis on Southwest Airlines and Disney and an extensive literature review to identify smart practices that are applicable to TSA. TSA needs to implement customer-focused strategies that are more effective in dealing with the agencys public-image challenges. A TSA strategy designed to build a more positive work environment, improve messaging and information sharing, increase the focus on customer service, and utilize customer feedback to improve operations, will begin to improve public opinion. There is a disconnect between TSAs intentions and the publics perceptions, and it is time to seek new opportunities to improve the publics trust and confidence. It is easy for some to be critical about an agency that screens over 1.7 million passengers each day and often has to get into the passengers personal space in order to do so. TSAs first priority is and should be security, but public opinion is also important. Increasing public confidence in TSA may also result in more acceptance and cooperation with security processes, resulting in increased security effectiveness.
Type
Thesis
Description
CHDS State/Local
Series/Report No
Department
National Security Affairs
Organization
Identifiers
NPS Report Number
Sponsors
Funder
Format
Citation
Distribution Statement
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Copyright is reserved by the copyright owner.