Dissertations and Theses @ UNI


Open Access Thesis


United States--Army--Officers--Attitudes; United States--Army--Officers--Recreation; United States--Army; Fort Lee (Va); Virginia--Fort Lee; Armed Forces--Officers--Attitudes; Academic theses;


This study is entitled the Importance Performance Analysis of U.S. Army Lieutenants' Perceptions of Morale, Welfare and Recreation Services. This present study was designed to determine customer satisfaction among lieutenants in the United States Army and to determine their perceptions of services provided by the Army Morale, Welfare, and Recreation using the importance-performance analysis. Important-performance analysis is an evaluation tool that determines the effectiveness or satisfaction of programs, activities, or tasks being studied. In 1977, Martilla and James developed this technique as a marketing approach to determine customer satisfaction. The participants were surveyed to determine the importance and performance of 17 Army MWR services. The study reflected that 10 of the 17 services met their expectations. The majority of the services at Fort Lee seem to be "keeping up the good work". The researcher determined MWR professionals need to improve in promoting the services offered. This would then assist the Morale, Welfare, and Recreation professionals to develop and enhance the entirety of the MWR program.

Year of Submission


Degree Name

Master of Arts


School of Health, Physical Education, and Leisure Services

First Advisor

Christopher R. Edginton

Second Advisor

Samuel V. Lankford

Third Advisor

Joseph Wilson


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Date Original


Object Description

1 PDF file (108 leaves)



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