AFMC Customer Satisfaction Study at the Air Logistics Centers

<p>The purpose of this research was to determine Air Force Material Command's (AFMCs) external customer issues and satisfaction levels as measured and compared by Air Logistics Center. Specifically this project sought to answer how AFMC's Air Logistics Centers were performing based on survey criteria chosen by AFMC's A4 Logistics division. This research was guided by a previous Graduate Research Project (GRP) effort which sought to determine how customer relationship management (CRM) initiatives varied in the private and public sectors and to determine an appropriate means of capturing and measuring this type of data for AFMC. The research question was answered through a comprehensive literature review and the use of survey methodology. Over thirty-six hundred external customers were given the opportunity to participate in the web based survey. The results were analyzed in an effort to determine what was important to AFMC's customers and identify future areas for improvement. Comparisons were made between the Air Logistics centers as well as the previous research conducted by Sullivan (2006) and this current research effort. The research identified that to date the Customer Support Centers at the Air Logistics Centers are providing consistent valuable service to customers. Additionally this research identified potential areas for customer satisfaction improvements and the need for AFMC to continue in its customer satisfaction improvement efforts.</p><p>This work has been selected by scholars as being culturally important and is part of the knowledge base of civilization as we know it. This work was reproduced from the original artifact and remains as true to the original work as possible. Therefore you will see the original copyright references library stamps (as most of these works have been housed in our most important libraries around the world) and other notations in the work.</p><p>This work is in the public domain in the United States of America and possibly other nations. Within the United States you may freely copy and distribute this work as no entity (individual or corporate) has a copyright on the body of the work.</p><p>As a reproduction of a historical artifact this work may contain missing or blurred pages poor pictures errant marks etc. Scholars believe and we concur that this work is important enough to be preserved reproduced and made generally available to the public. We appreciate your support of the preservation process and thank you for being an important part of keeping this knowledge alive and relevant.</p>