Member's Perception of Service Quality at the Nellis Air Force Base Officers Open Mess.

摘要

This study pertains to members' perceptions of service quality at the Nellis Air Force base Officers' Open Mess. The Officers, club members were surveyed using the parsimonious 22-item SERVQUAL instrument. Perceptions were compared to expectations to achieve a SERVQUAL score for the five dimensions of service quality. These scores were then averaged to obtain an overall Unweighted and Weighted SERVQUAL score for the Officers' Club. The results indicated that the Officers, Club was providing less than average service quality as perceived by the club members. The Active Duty members perceived the difference to be greater than that of the Other club members. Both groups of club members rated the tangible dimension as exceeding their expectations, while the reliability dimension had the greatest difference between expectations and perceptions of service quality.