Measurement of Civil Engineering Customer Satisfaction in Tactical Air Command: A Prototype Evaluation Program

摘要

This thesis examines the effectiveness of Civil Engineering in Tactical Air Command(TAC) from the customer's point of view. The objective was to identify the criteria that had a significant impact on customer service and satisfaction. The purpose was to develop methods to evaluate and compare those criteria for inclusion into the TAC Civil Engineering PEERS competition. A stratified survey was conducted of building managers and senior officers on eight TAC bases to indentify customer needs and desires. The two groups were chosen to determine if significant variance existed for the criteria between senior leadership and the everyday customer. Statistical procedures were used to determine the relative importance of the resulting criteria and the impact on customer satisfaction. Several possible methods of evaluating the most important criteria are suggested.