Members' perception of service quality at the Nellis Air Force Base Officers' Open Mess

This study pertains to members' perceptions of service quality at the Nellis Air Force base Officers' Open Mess. The Officers' club members were surveyed using the parsimonious 22-item SERVQUAL instrument. Perceptions were compared to expectations to achieve a SERVQUAL score for the five dimensions of service quality. These scores were then averaged to obtain an Overall Unweighted and Weighted SERVQUAL score for the Officers' Club. The results indicated that the Officers' Club was providing less than average service quality as perceived by the club members. The Active Duty members perceived the difference to be greater than that of the Other club members. Both groups of club members rated the tangible dimension as exceeding their expectations, while the reliability dimension had the greatest difference between expectations and perceptions of service quality.

Name thesis:degree_name

Master of Science (MS)

Level thesis:degree_level

Thesis

Discipline thesis:degree_discipline

Hotel Administration

Grantor dc:publisher

University of Nevada, Las Vegas

Year

1993

Author dc:creator

• Campbell, Brian Douglas

Statement dc:rights

• IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

Language dc:language

English

Identifier

https://oasis.library.unlv.edu/rtds/301

OAI identifier oai:identifier

oai:oasis.library.unlv.edu:rtds-1300