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Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India

Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India

Anand Parkash Bansal, Vishnuprasad Nagadevara
Copyright: © 2010 |Volume: 2 |Issue: 3 |Pages: 21
ISSN: 1935-5688|EISSN: 1935-5696|EISBN13: 9781609609405|DOI: 10.4018/jisss.2010070105
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MLA

Bansal, Anand Parkash, and Vishnuprasad Nagadevara. "Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India." IJISSS vol.2, no.3 2010: pp.53-73. http://doi.org/10.4018/jisss.2010070105

APA

Bansal, A. P. & Nagadevara, V. (2010). Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India. International Journal of Information Systems in the Service Sector (IJISSS), 2(3), 53-73. http://doi.org/10.4018/jisss.2010070105

Chicago

Bansal, Anand Parkash, and Vishnuprasad Nagadevara. "Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India," International Journal of Information Systems in the Service Sector (IJISSS) 2, no.3: 53-73. http://doi.org/10.4018/jisss.2010070105

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Abstract

Customer satisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about their services is at its lowest. This study measures the expectations and perceptions of various service elements among clients of Military Engineer Services (MES) in India. Customers’ survey mode was used to measure the expectations, perception, importance and satisfaction. The perceived quality of services provided by this department was measured with SERVQUAL instrument on selected attributes using the Gap approach for identifying priorities. Additionally, this study also examines the influence of demographic characteristics of clients on expectations and perceptions of the clients. The results can be used by similar organisations for cultural and structural change to increase accountability and performance, in which the results indicate that the three most important dimensions in the order of importance among the clients of MES are tangibles, responsiveness and reliability.

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