ETHIO-ITALY POLYTECHNIC COLLEGE

INFORMATION TECHNOLOGY SUPPORT

SERVICE (ITSS)
UC: - CONDUCT FACILITATE USER TRAINING
LEVEL – III SECTION - A

GROUP ASSIGNMENT
Title: - Questionnaire To Measure Kebela 02 Customer Satisfaction

By: -
Name ID NO

1. BINIYAM HAGOS -------------------------------------------------------- EI/EX/IT/OO45/12

2. DAGEMAWIT LEMA ---------------------------------------------------- EI/EX/IT/OO48/12

3. BETELHAM KEMAL ----------------------------------------------------- EI/EX/IT/OO46/12

SUBMITED TO: - Inst. Abel F.

SUBMISSITION DATE: - 13/04/2014

 Questionnaire To Measure Kebela 02 Customer Satisfaction | 2014

Fill the box like this  by choosing your answers

1. Did you service with the language you prefer or can understand will?
Yes No
2. Did you stay very long time to get the service you wanted?
Yes No
3. Did the worker communicate with politely when they gives the service?
Yes No
4. Did the worker or other office persons asks you for a bribery or other things when you want a
services?
Yes No
5. Did the worker come to office on time to work place?
Yes No
6. Did the worker does other things which is not related to work during their work time?
Yes No
7. Did the service provider absent frequently from their work place?
Yes No
8. Did the worker gives the service based on religious or other biased?
Yes No
9. Which three features of our service are most important to you?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
__________________________________________________________________

10. Which three features of our service need improvement?

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
________________________________________________________________________

Thanks for your kindness!!!

 Questionnaire To Measure Kebela 02 Customer Satisfaction | 2014

Sample Group

The Sample Groups we select to fill our questionnaire are

 Customers = 20 persons
 Stationary shop worker who work near the kebela 02 = 5 persons
 kebela 02 Guard employee = 5 Persons

Total = 30 Persons

Prioritization Matrix Chart

No Problems Frequency Importance Feasibility Total Rank

points

1 Did you service with Yes = 22 High Yes 22 / 30 3

the language you prefer No = 8
or can understand will?
2 Did you stay very long Yes = 23 High Yes 23 / 30 2
time to get the service
No =7
you wanted
3 Did the worker Yes = 17 Low Yes 17 / 30 5
communicate with
politely when they No = 13

gives the service?

4 Did the worker come to Yes = 25 High Yes 25 / 30 1
office on time to work No = 5
place?
5 Did the worker or other Yes = 10 Low Yes 10 / 30 8
office persons asks you
for a bribery or other No = 20
things when you want a
services?
6 Did the worker does Yes = 16 Medium Yes 16 / 30 6
 Questionnaire To Measure Kebela 02 Customer Satisfaction | 2014

other things which is No = 14

not related to work
during their work time?
7 Did the worker absent Yes = 13 Medium Yes 13 / 30 7
frequently from their
No = 17
work place?
8 Did the worker gives Yes = 19 High Yes 19 / 30 4
the service based on
religious or other No = 11

biased?

Conclusion

From our Survey, we can conclude that the problems for the customer dissatisfaction in kebela
02 services can be ranked as the following based from the data we collected.

1. Employee come to office not on time

2. Customers stay very long time to get services
3. Unwillingness to serve the customers with language they prefer
4. Employee are stereotypes
5. Employee talk customers in impolitely
6. On work time the Employees does other thing which are not related to works
7. Employees absent from their office frequently
8. Employees take a bribery or other things to give a services to customers