Annexe 2 : Questionnaire destiné aux
employés et aux clients rédigé en Anglais
QUESTIONNAIRE FOR STAFF AND CUSTOMERS OF CENTRE
PASTORAL
NOTRE DAME DE FATIMA DE RUHENGERI
Dear Sir, Dear Madam, Dear Miss,
We want, in order to achieve a final cycle in the
INES-Ruhengeri, use your good will to properly conduct our research. Our
research focuses on improving the quality of customer service, we have called
it «LA FIDÉLISATION DES CLIENTS SELON LE CONCEPT «SERVICE DE
QUALITÉ» DANS LES ENTREPRISES AU RWANDA. Cas du Centre Pastoral
Notre Dame De Fatima entre la période 2008-2010 («CUSTOMER LOYALTY
ACCORDING TO THE CONCEPT" QUALITY SERVICE "IN BUSINESS IN RWANDA. Case of the
Centre Pastoral Notre Dame De Fatima from the period
2008-2010»)». You should be motivated by our desire
to learn, to understand and to contribute to the development of science and
please answer these questions. We promise on our part that the information
gathered will be used only for academic purposes. Your help is invaluable.
Please read the following instructions before responding to our
questionnaire:
· Please answer in the place reserved for you;
· Please mark the appropriate response to your choice with
a cross.
NYIRAHABINEZA Consolée
A. IDENTIFICATION
A.1.1. Age
A.1.1.1. Between 20-30 years A.1.1.2. Between
31-40 years A.1.1.3. Between 41-50 years A.1.1.4. More than 50 years
A.2.
Civil status
A.2.1.1. Single
A.2.1.2. Married A.2.1.3. Widow(er) A.2.1.4. Divorced
A.3.
Gender
A.3.1. Male
A.3.2. Female
A.4. Level of education A.4.1. A completed
primary school A.4.2. Non completed primary school A.4.3. A completed secondary
school A.4.4. Non completed secondary school A.4.5. A completed High Graduate
A.4.6. Non Completed High Graduate
A.5.
Confession
A.5.1. Catholic
A.5.2. Other Christian church A.5.3. Muslim
A.6. Nationality
A.6.1. Rwandan
A.6.2. Other African
A.6.3. From other Continents
B. QUESTIONNAIRE SPECIFICALLY DESIGNATED TO THE STAFF
B.1. The held position is
B.2. What is a foreigner language do you use
frequently?
B.2.1. French
B.2.2. English
B.2.3. Swahili
B.2.4. French and English
B.2.5. English and Swahili
B.2.6. French, English and Swahili
B.3.
Do you know the requirements and responsibilities so your
work? B.3.1. We know enough B.3.2. We know
vaguely B.3.3. We know nothing B.3.4. We
refrain to respond
B.4.
Are you proud of your work YES NO
If no
why?
B.5. What kind of clients do you have here?
B.5.1. Regulars
B.5.2. Occasional customers B.5.3. Transient customers
B.5.4. Europeans
B.5.5. Africans
B.5.6. A couple
B.5.7. In group
B.6.
How do you rate the quality of service you are providing
to your customers? B.6.1. Excellent B.6.2.
Good B.6.3. Average B.6.4. Poor
XI
B.7. Do you have many regular customers that you know
specifically?
YES NO
B.8.
Do you have a preference when you receive a customer?
B.8.1. Regulars
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