Project Management Institute

Customer focused quality for the maintenance and repair of air force facilities

The Air Force Civil Engineering system always strives for improved customer service.To determine the quality of their customer service, four main customers were identified: Support Group Commander, Base employees, Operations & Maintenance staff, and Civil Engineering support staff.400 SERVQUAL surveys were distributed to these customer groups at Misawa Air Force Base in Japan.The SERVQUAL questionnaire is a measurement tool designed to address five dimensions of an organizations standards of customer quality: tangibles, reliability, responsiveness, assurance, and empathy.Using quality index graphs, SERVQUAL provided the Misawa Civil Engineering department with the measurement tool needed to identify areas that needing improvement.These same principles and methods of measurement may be applied to all organizations.With regular surveying of customers, managers will be able to measure and to attempt to meet customers expectations of service in the future.
member content locked

Log in or join PMI to gain access

or Join



Related Content


Publishing or acceptance of an advertisement is neither a guarantee nor endorsement of the advertiser's product or service. View advertising policy.