Publication:
Measuring Air Force Contracting customer satisfaction

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Authors
Davis, Jamie
Subjects
customer satisfaction
air force contracting
Advisors
Landale, Karen
Albright, Thomas
Date of Issue
2015-12
Date
Dec-15
Publisher
Monterey, California: Naval Postgraduate School
Language
Abstract
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.
Type
Thesis
Description
MBA Professional Report
Department
Graduate School of Business and Public Policy (GSBPP)
Graduate School of Business and Public Policy (GSBPP)
Identifiers
NPS Report Number
Sponsors
Funder
Format
Citation
Distribution Statement
Approved for public release; distribution is unlimited.
Rights
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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