Appendix 2/1
Management and employees interview questions
1. Employees interview Queries
2. What do you think about the current level of service quality?
3. How could you improve the total of the service quality?
4. What are requirements and strategies for gaining customers satisfaction?
5. Who experience you with challenges and what is
your suggestion or
improvements to overcome or minimize these difficulties?
6. How satisfied are you with the communications of the (teamwork and
management) and what challenges have you experienced?
7. How do you see your direct communication with customers and what is
required developments that should be provided a clear
understanding and
sufficient information from and to customers?
8. Do you think
that the company able to meet the customers’ needs and
delivered the promised services?
9. Do you receive an adequate training to improve the work
performance of the
company?
10. Do the supervisor or manager concerns your problems
and willing to find
ways to resolve them?
11. Do you feel that your free to take action or make decisions
when it required
with customers’ needs?
12. Do you receive a recognition or reward when you do a good job?
13. What motivate you to ensure the highest level of service quality?
14. How satisfied you with your current job and the work environment?