Survey Templates Surveys Dimensions of Service Quality

Dimensions of Service Quality

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Hi

This questionnaire is designed to examine the most important factors in delivering service quality in aid related projects, and also to identify what factors might exist which inhibit the ability to deliver quality, from the perspective of employees and consultants working for NGOs.

The questionnaire is broken into four sections and will take approximately ten to fifteen minutes to complete. I would like to attract as many respondents to the survey as possible, and to that end, invite you to forward the attached link to others in your industry who may be interested to respond.

Survey responses will be directed through an on-line data research company and as such will be anonymous to the researcher.

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project, however, if any of the questions cause you to feel uncomfortable please move on to the next question. You are free to withdraw from the survey at any point.

If you have questions at any time about the survey or the procedures, you may contact me (Sally Keeley) by email at: [email protected].

Alternatively, you may contact my supervisor, Alistair Reid at: [email protected].

This project has been approved by the Curtin University Human Research Ethics Committee. Should you wish to make a complaint on ethical grounds you may contact the Secretary at: [email protected].

Thank you very much for your time and support and once again I would appreciate survey responses by Wednesday 14 May 2008. Please start with the survey now by clicking on the Next button below.

DEMOGRAPHICS

1. Which of the following best describes your role (select one response only)?

1a. NGO employee (if you select this response go to Q2)

1b. Consultant (if you select this response go to Q3)

1c. Other (if you select this response go to Q4)

2. How many years have you worked for an NGO? (Go to Q4 after answering this question).

3. How many years have you worked as a consultant?

4. Please identify your gender.

4a. Female

4b. Male

5. Do you have academic qualifications?

5a. Yes (if you select this response go to Q6)

5b. No (if you select this response go to Q7)

6. If your response to the previous question was yes, what is your highest qualification?

7. How many years has the company you currently, or most recenlty worked for as an employee or consultant, operated in the international aid sector?

8. How many years have you worked in the international aid sector?

9. In what areas does the company you currently, or most recently worked for as an employee or consultant, primarily deliver aid services (select as many as applicable)?

9a. Economic growth

9b. Education

9c. Environment

9d. Gender

9e. Governance

9f. Health

9g. Human Rights

9h. Infrastructure

9i. Regional stability

9j. Rural development

9k. Water

9m. Other

10. In what geographical areas does the company you currently, or most recently worked for, primarily deliver services (select as many as applicable)?

10a. Papua New Guinea

10b. East Asia

10c. Pacific

10d. Other

11. What is the estimated annual value of the projects which the company you currently, or most recently worked for, delivers (select one response only)?

11a. < $500 000

11b. > $500 000 but < $1 million

11c. > $1 million but < $5 million

11d. > $5 million

11e. Don't know

12. Do you have any responsibility within the organisation you currently, or most recently worked for, for managing/monitoring the quality of services delivered by employees of the company?

12a. Yes

12b. No

ASPECTS OF SERVICE QUALITY

13. Please indicate what you believe is the relative importance of the following statements for the company you currently, or most recently worked for: (choose one response on the scale for each question, with 5 being of greater importance and 1 being lesser importance).

	1 (lesser importance)	2	3	4	5 (greater importance)
13d. Personal contacts within target partner countries	1 (lesser importance)	2	3	4	5 (greater importance)

13e. Record of high Occupational Health & Safety standards	1 (lesser importance)	2	3	4	5 (greater importance)

13g. Understanding of the environmental factors impacting partner countries, eg., mining, air pollution, deforestation	1 (lesser importance)	2	3	4	5 (greater importance)

13a. Understanding of the long-term goals of aid intervention	1 (lesser importance)	2	3	4	5 (greater importance)

13f. History of excellent service delivery in previous projects	1 (lesser importance)	2	3	4	5 (greater importance)

13b. Previous experience working within target partner countries	1 (lesser importance)	2	3	4	5 (greater importance)

13c. Avoiding use of technological jargon when speaking to aid beneficiaries	1 (lesser importance)	2	3	4	5 (greater importance)

13h. Honouring commitments of a minor nature, such as responding to phone enquiries from donor/partner countries' representatives	1 (lesser importance)	2	3	4	5 (greater importance)

13i. Developing a communication protocol which includes all stakeholders	1 (lesser importance)	2	3	4	5 (greater importance)

13j. Ensuring a high level of accuracy in company invoicing	1 (lesser importance)	2	3	4	5 (greater importance)

	1 (lesser importance)	2	3	4	5 (greater importance)
13k. Ability to commence project services according to agreed timelines	1 (lesser importance)	2	3	4	5 (greater importance)

13m. Knowledge of partner countries' cultures	1 (lesser importance)	2	3	4	5 (greater importance)

13n. Good reputation for successfully delivering contracted services	1 (lesser importance)	2	3	4	5 (greater importance)

13o. Treating aid beneficiaries with respect and friendliness	1 (lesser importance)	2	3	4	5 (greater importance)

13p. Well designed, laid out reports	1 (lesser importance)	2	3	4	5 (greater importance)

13q. Ability to link monitoring processes with project objectives	1 (lesser importance)	2	3	4	5 (greater importance)

14. Please indicate what you believe is the relative importance for the company you currently, or most recently worked for, to offer: (choose one response on the scale for each question, with 5 being of greater importance and 1 being lesser importance)

	1 (lesser importance)	2	3	4	5 (greater importance)
14a. Employees and/or consultants with tertiary qualifications	1 (lesser importance)	2	3	4	5 (greater importance)

14b. Intervention strategies which are sustainable over the long-term, beyond the contract duration	1 (lesser importance)	2	3	4	5 (greater importance)

14c. Project management expertise	1 (lesser importance)	2	3	4	5 (greater importance)

14d. Child care facilities for aid beneficiaries	1 (lesser importance)	2	3	4	5 (greater importance)

14e. Complaints management process for aid beneficiaries	1 (lesser importance)	2	3	4	5 (greater importance)

14f. Specialist skills relevant to the project, eg., agriculture, water infrastructure	1 (lesser importance)	2	3	4	5 (greater importance)

14g. Skills to communicate service interventions to aid beneficiaries	1 (lesser importance)	2	3	4	5 (greater importance)

15. When tendering for business what do you believe is the relative importance to the company you currently, or most recently worked for, to demonstrate: (choose one response on the scale for each question, with 5 being of greater importance and 1 being lesser importance)

	1 (lesser importance)	2	3	4	5 (greater importance)
15a. Unqualified audited financial statements for the company	1 (lesser importance)	2	3	4	5 (greater importance)

15b. Knowledge of partner countries' governance structures	1 (lesser importance)	2	3	4	5 (greater importance)

15c. Previous experience working with targeted aid beneficiaries	1 (lesser importance)	2	3	4	5 (greater importance)

15d. Effective governance processes in place in the company	1 (lesser importance)	2	3	4	5 (greater importance)

15e. A high level of acceptance within partner countries	1 (lesser importance)	2	3	4	5 (greater importance)

15f. Understanding of donor countries' contract management processes	1 (lesser importance)	2	3	4	5 (greater importance)

15g. Knowledge of procurement and contracting processes	1 (lesser importance)	2	3	4	5 (greater importance)

15h. Effective financial management systems in place in the company	1 (lesser importance)	2	3	4	5 (greater importance)

15i. Understanding of values and cultural perspectives of partner countries	1 (lesser importance)	2	3	4	5 (greater importance)

15j. Effective risk management processes in place in the company	1 (lesser importance)	2	3	4	5 (greater importance)

16. During the contract delivery phase, what do you believe is the relative importance to the company you currently, or most recently worked for, to: (choose one response on the scale for each question, with 5 being of greater importance and 1 being lesser importance)

	1 (lesser importance)	2	3	4	5 (greater importance)
16d. Understand the needs of aid beneficiaries	1 (lesser importance)	2	3	4	5 (greater importance)

16e. Take immediate action when service delivery problems arise	1 (lesser importance)	2	3	4	5 (greater importance)

16f. Show evidence of an effective communication protocol in place	1 (lesser importance)	2	3	4	5 (greater importance)

16g. Respond immediately to contract management queries from donor countries	1 (lesser importance)	2	3	4	5 (greater importance)

16h. Protect records of aid beneficiaries from unauthorised access or use	1 (lesser importance)	2	3	4	5 (greater importance)

16k. Focus on transferring skills to partner countries' stakeholders	1 (lesser importance)	2	3	4	5 (greater importance)

16m. Organise social activities for aid beneficiaries	1 (lesser importance)	2	3	4	5 (greater importance)

16a. Ensure a high level of accuracy in monitoring reports	1 (lesser importance)	2	3	4	5 (greater importance)

16j. Provide requested information about project progress according to agreed schedules	1 (lesser importance)	2	3	4	5 (greater importance)

16i. Establish consultative processes with partner countries	1 (lesser importance)	2	3	4	5 (greater importance)

	1 (lesser importance)	2	3	4	5 (greater importance)
16b. Provide lockable storage units for personal information of aid beneficiaries	1 (lesser importance)	2	3	4	5 (greater importance)

16c. Measure project progress against agreed objectives	1 (lesser importance)	2	3	4	5 (greater importance)

16n. Honour commitments made to donor/partner countries'; eg., to provide project information such as reports	1 (lesser importance)	2	3	4	5 (greater importance)

16o. Deliver contracted services according to agreed milestones	1 (lesser importance)	2	3	4	5 (greater importance)

16p. Provide a resource dedicated to managing complaints	1 (lesser importance)	2	3	4	5 (greater importance)

16q. Achieve unqualified audited financial statements for the project	1 (lesser importance)	2	3	4	5 (greater importance)

16r. Work from buildings which are safely constructed	1 (lesser importance)	2	3	4	5 (greater importance)

16s. Involve partner countries in the design of aid interventions	1 (lesser importance)	2	3	4	5 (greater importance)

16t. Be located in areas where there is little likelihood of civil unrest	1 (lesser importance)	2	3	4	5 (greater importance)

MOST IMPORTANT QUESTIONS

17. Please nominate the five questions from question 13a to 16t that you believe are the most important questions. If you have nominated more than five as being of greater importance, or alternatively, have not rated any questions as being of greater importance, please nominate the five that you consider most critical. Please enter the number of the five identified questions in the space provided.

18. To what extent do you believe the company you currently, or most recently worked for, achieves against the five most critical factors identified in the previous question:(choose one response on the scale for each question, with 5 being highly successful and 1 being highly unsuccessful)?

	1 (highly unsuccessful)	2	3	4	5 (highly successful)
18a. Factor 1	1 (highly unsuccessful)	2	3	4	5 (highly successful)

18b. Factor 2	1 (highly unsuccessful)	2	3	4	5 (highly successful)

18c. Factor 3	1 (highly unsuccessful)	2	3	4	5 (highly successful)

18d. Factor 4	1 (highly unsuccessful)	2	3	4	5 (highly successful)

18e. Factor 5	1 (highly unsuccessful)	2	3	4	5 (highly successful)

FACTORS AFFECTING QUALITY

19. What does the term “quality” mean to you? Please enter comment in space provided.

20. List the three most important factors within the sphere of influence of the company you currently, or most recently worked for, which you have experienced as inhibiting the delivery of high quality services on international aid projects. Please list in the space provided.

21. List the three most important factors outside of the sphere of influence of the company you currently, or most recently worked for, which you have experienced as inhibiting the delivery of high quality services on international aid projects. Please list in the space provided.

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Dimensions of Service Quality

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