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<p>The purpose of this project is to identify and analyze customer expectations and customer perceptions of service quality provided by the local contracting office supporting the Naval Postgraduate School (NPS). Our goal is to identify performance gaps using the SERVQUAL instrument for measuring customers’ expectations and perceptions along five quality dimensions (tangibles, reliability, responsiveness, assurance, empathy). The results will identify areas of improvements in customer relations, contracting support, and service quality.
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<br>Subjects: NPS Contracting; Service Quality; SERVQUAL; customer service; contracting</div>
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<dl><dd>Baza, Joseph A.</dd>
<dd>Cabana, Timothy E.</dd></dl></div>
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