Analysis of NPS contracting service quality
Baza, Joseph A.
Cabana, Timothy E.
Rendon, Rene G.
Dixon, Michael J.
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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 (NPS). 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.
MBA Professional Report
RightsThis 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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