Measurement of the Service Quality of RMC-West (Het meten van de kwaliteit van dienstverlening van RMC-West),

Abstract : This report contains the results of a study into methods and techniques to measure service quality, carried out by TNO Physics and Electronics Laboratory in order of RMC-West (Royal Netherlands Army). Methods and techniques in literature are described. Further the results of a search for practically used methods and techniques at branches of industry are given. Findings have been incorporated in a step by step method for RMC-West to arrange their own measurements.