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1 edition of Development of an instrument for measuring and analyzing client satisfaction for Navy Regional Data Automation Centers found in the catalog.

Development of an instrument for measuring and analyzing client satisfaction for Navy Regional Data Automation Centers

Prima Amelia Escalona Morris

Development of an instrument for measuring and analyzing client satisfaction for Navy Regional Data Automation Centers

by Prima Amelia Escalona Morris

  • 246 Want to read
  • 5 Currently reading

Published by Naval Postgraduate School in Monterey, California .
Written in English

    Subjects:
  • Management

  • About the Edition

    Client satisfaction was considered to be a critical indicator of the effectiveness of the services provided by the Navy Regional Data Automation Centers (NARDACs). The purpose of this thesis was to develop the means to measure this indicator. Interviews of twenty-eight middle management clients served by NARDACs in four geographical regions within CONUS were conducted. Forty-four items that influence satisfaction were identified belonging to eight factor dimensions of the client satisfaction domain. The Likert Scale methodology was employed in the construction of the measurement instrument. The instrument was reviewed for completeness of items and logical soundness of operations by three independent groups of experts, thus achieving content validity. A client satisfaction index is formulated from data obtained with the measurement instrument. The instrument was piloted to a NARDAC site consisting of fifty-two client organizations using self-administered mail surveys. Evaluation of the instrument was performed on the scored results of twenty-six pilot respondents. The pilot results were subjected to empirical tests for construct validity and reliability. The results indicated that the instrument could be used to measure client satisfaction after further piloting on a larger (at least two hundred twenty) sample size.

    Edition Notes

    StatementPrima Amelia Escalona, Robert Jack Birdwell
    ContributionsBirdwell, Robert Jack, Naval Postgraduate School (U.S.)
    The Physical Object
    Paginationviii, 109 p. ;
    Number of Pages109
    ID Numbers
    Open LibraryOL25518204M


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