Using Servqual To Assess The Customer Satisfaction Level Of The Oregon Hidta Isc Alan - Chris Gibson-1

The purpose of this Capstone Project is to assess the customer satisfaction level of the Oregon High Intensity Drug Trafficking Area (HIDTA) funded interagency drug enforcement task force members who utilize the Oregon HIDTA Investigative Service Center (ISC) Analytical Unit. The SERVQUAL customer perception tool is used to measure gaps between customer expectation and customer perception ofservice quality along five dimensions: Tangibility Reliability Responsiveness Assurance Empathy

Using SERVQUAL to Assess the Customer Satisfaction Level of the Oregon HIDTA ISC Analytical Unit
CHRIS GIBSON

Hatfield School of Government Executive Master of Public Administration 2009 Cohort

TABLE OF CONTENTS
I. INTRODUCTION..................................................................................................................................... 3 A. PURPOSE ............................................................................................................................................ 3 B. IMPORTANCE .................................................................................................................................... 4 C. RESEARCH QUESTION.................................................................................................................... 5 D. LITERATURE REVIEW..................................................................................................................... 5 E. METHODOLOGY............................................................................................................................... 8 F. RESEARCH SIGNIFICANCE AND IMPLICATION OF FINDINGS............................................... 9 II. DESCRIPTIONS AND APPLICATION ............................................................................................... 11 A. THE HIDTA PROGRAM .................................................................................................................. 11 1. EXECUTIVE BOARDS................................................................................................................. 13 2. HIDTA DIRECTOR ....................................................................................................................... 14 3. THREAT ASSESSMENT AND STRATEGY IMPLEMENTATION .......................................... 14 4. INTELLIGENCE AND INFORMATION SHARING................................................................... 15 5. HIDTA LOCATIONS .................................................................................................................... 17 B. THE OREGON HIDTA ..................................................................................................................... 17 C. ANALYTICAL UNIT SERVICES.................................................................................................... 20 D. HIDTA DRUG TASK FORCE INITIATIVES AND REPORTED FULL TIME PARTICIPANT NUMBERS ............................................................................................................................................. 22 III. SERVQUAL APPLICATION AND RESULTS.................................................................................. 23 A. SERVQUAL OVERVIEW ................................................................................................................ 23 B. SERVQUAL DATA ANALYSIS METHODOLOGY, RELIABILITY AND VALIDITY ............. 29 C. DATA COLLECTION STRATEGY ................................................................................................. 30 D. STUDY POPULATION.................................................................................................................... 31 E. SERVQUAL APPLICATION AND RESPONSE RATES ............................................................... 32 F. SERVQUAL DIMENSION IMPORTANCE SCORES ..................................................................... 33 G. PERCEPTION SCORE AS A MEASURE OF SATISFACTION...