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Measuring Customer Satisfaction: Practices Of Leading Military And Commercial Service Organizations, Daniel M. Hodgkiss, Manuel F. Casipit
Measuring Customer Satisfaction: Practices Of Leading Military And Commercial Service Organizations, Daniel M. Hodgkiss, Manuel F. Casipit
Theses and Dissertations
This research effort studied the customer satisfaction programs of six quality award winning service organizations in the military and commercial sectors. The purpose of the study was to assess the applicability of a general set of guidelines on measuring customer satisfaction for service organizations. This study discusses customer satisfaction, the importance of measuring customer satisfaction, guidelines regarding customer satisfaction, and the common practices of award winning service organizations. This study found that the common practices among service organizations provide support for the establishment of a general set of guidelines for measuring customer satisfaction. Universally applicable guidelines are listed and situationally …
Measuring User Satisfaction Of The Electronic Mail System At Air Force Materiel Command Headquarters As An Indicator Of The System's Effectiveness, Randall R. Bradford
Measuring User Satisfaction Of The Electronic Mail System At Air Force Materiel Command Headquarters As An Indicator Of The System's Effectiveness, Randall R. Bradford
Theses and Dissertations
The purpose of this study was to evaluate the effectiveness of the electronic mail system at the Air Force Materiel Command Headquarters. User satisfaction was measured as an indicator of the systems effectiveness. In order to provide an objective measurement of system effectiveness, the following research questions were addressed: (1) What is system effectiveness in relation to this particular electronic mail system, and how should it be measured? (2) What measurement instruments can be adapted, modified, or created to measure effectiveness as it is defined for problem? (3) If a measurement instrument is administered what do the results of the …