Questionnaire on Customer Service of Manpower Agencies

This questionnaire is designed to assist the evaluation of significance of improving customer satisfaction through customer service in upcountry manpower agency. Please note this has been prepared by Mr. Chinthaka Weerasinghe. All answers that you provide will only be used for the purpose of conducting a field research to produce the thesis required for the completion of B.Sc. in Business Management (Special) Degree. The confidentiality of your information is highly ensured. Use following solution when answering the questions below SD N SA Strongly Disagree Neither Agree nor Disagree Strongly Agree D A Disagree Agree

Confirmed Bookings 1. We ensure to identify the valid passport. SD D N A SA

2. We make sure to identify the sponsor letter. SD D N A

SA

3. If it is an employment visa we were able to find the particular visa for that country (valid confirmation). SD D N A SA Filtering Applications 1. We will give all the necessary applications to fill the documents. SD D N A SA 2. We will consider the applications and make interviews to check whether they are eligible or not. SD D N A SA 3. We make sure final interview goes to the foreign principals. SD D N A SA 4. Sometimes foreign principals give practical test for skilled worker vacancies. SD D N A SA

5. Most of the new applicants when they come to the agency they bring their old passport. SD D N A SA

Collecting Payments 1. All payments chargers of our agency are approved by Sri Lankan Bureau of Foreign Employment. SD D N A SA 2. We will give breakdown chargers for all the applicants. SD D N A SA 3. Some of our recruitment processes are totally free of chargers according to the foreign contract. SD D N A SA Customer Satisfaction 1. We believe when our airline booking procedure gets reliable the customer satisfaction will also be increased. SD D N A SA 2. We think that our application filtering system will directly affect to the service quality of the agency. SD D N A SA 3. When our payment collection procedure is more flexible, our customers are even more satisfied. SD D N A SA

Thank you very much for your participation!