Measuring customer satisfaction of depot maintenance: an analysis of customer satisfaction of F/A-18 maintenance at Naval Aviation Depot North Island, CA
Forsyth, Brian A
Gates, William R.
Eaton, Donald R.
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The Department of Defense (DoD) spends about $15 billion annually on depot level maintenance. About 60 percent of this funding is provided to government owned and operated depots. In light of defense budget downsizing, it has become more critical than ever that depots are run in the most efficient manner possible. DoD has tried to adopt a 'best commercial practices' approach to improve efficiency of depot maintenance. A key focus of commercial practices is delivering customer satisfaction. To this extent, it is imperative that DoD depots understand and properly measure their customer's concerns if they wish to improve their performance. An adaptation of the gaps model, developed by Parasuraman, Zeithamal and Berry in 1985, was used to measure the current customer satisfaction of the NADEP NI F/A-18 aircraft maintenance program. The gaps model measures differences between customer expectations and perceptions of performance of various attributes, and ranks the attributes by importance. A pretest questionnaire was developed and sent out to customers of NADEP Ni's F/A-18 aircraft maintenance program in order to evaluate alternative measures of customer satisfaction. Through this process, a tailored set of customer satisfaction measures was developed to provide better feedback to the depot management team and improve the depot maintenance process
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