Table 1 shows that a total of 80 sets of questionnaire were distributed to management staff and 7 setsof
the questionnaire were lost while 73 sets were returned representing a 33% return rate while out of the 140 sets
of questionnaire distributed to the other staff, 18 sets of questionnaire were not returned while 122 sets of
questionnaire were returned representing a return rate of 55%. Therefore, the total return rate of
management/staff and customers is 88%.