INCAMAKE
Leta y'u Rwanda ihangayikishijwe no guteza imbere umuco wo
kwakira no gufata neza abakiriya n'abashyitsi. Niyo mpamvu abayobozi bakuru
b'igihugu badahwema gukangurira abakora imirimo y'ubucuruzi gufata neza
abakiriya babasanga. Uyu muco niwo ufite uruhare rukomeye mu gukomeza umubano
hagati y'abacuruzi n'abaguzi.Umurimo ukozwe neza ufasha gukurura no gukomeza
abakiriya. Ubu bushakashatsi burashaka kwerekana agaciro tugomba guha umubano
hagati y'umuguzi n'umucuruzi. Dore ibibazo twatangiye twibaza kandi tugakomeza
kwibaza mu bushakashatsi:
· Ese umurimo ukozwe neza mu kwakira no gufata
abakiriya waba ufite ingaruka mu gukomeza no kwiyegereza abakiriya hariya muri
CPNDF ?
· Kwakira no gufata neza abakiriya byaba bifitiye
akamaro CPNDF, bigatuma ibonwa neza n'abo hanzi kandi bikayibyarira inyungu
?
· Ni izihe ngamba zigomba gufatwa ngo turusheho
gukangurira abihangira imirimo gufata neza no gukomeza abakiriya babagana
?
Kuri biriya bibazo, twihaye ibizubizo b'agateganyo:
· Umurimo ukozwe neza utera ineza abakiriya kandi
ugatuma banamba ku mucuruzi uzi kubafata neza bityo nawe akahungukura.
· CPNDF yakira neza abayigana ku buryo abantu bayibona
neza kandi nayo ikaba ihungukira mu buryo bw'amafaranga.
· Ingamba ni nyinshi zafatwa zigatuma ba
rwiyemezamirimo b'abanyarwanda bareshya kandi bagakomeza abakiriya babo kandi
izo ngamba zafasha CPNDF.
Muri make, twifuje kwerekana imirongo ngenderwaho yafasha
rwiyemezamirimo w'umunyarwanda wese kubasha kwakira, kubana neza no gukomeza
abakiriya. Ng'uko uko twize imyitwarire y'abakozi ba CPNDF, dusesengura ibibazo
by'ingutu by'imibanire y'umukiriya n'umucuruzi, dusensengura uburyo
bw'imenyekanisha n'imicungire ry'ibikorwa by'ubucuruzi. Twakoresheje uburyo
bw'isesengura, ibarurishamibare n'uburyo bw'icaguramagambo. Byadusabye rero
gusoma ibitabo, kubaza, kwitegereza ndetse no kuganira n'abafite amakuru
ahagije kuri iyi ngingo.
Ibisubizo by'agateganyo twari twihaye byemejwe
n'ubushakashatsi twakoze. Mbere na mbere, hari isano ikomeye kandi
igaragazwa n'ibarurishamibare iri hagati y'umuco wo gufata neza abakiriya no
kubakomeza, ku bakiriya 96 twabajije, 81.25% bemeza ko bishimira
uko bakirwa muri CPNDF. Na none kandi, imigenzereze ya CPNDF ituma
abantu bayibona neza. Duhereye imbere muri yo, ku bakozi 34
twabajije, 64.71% bishimiye umurimo bakora; 41.18% bubahiriza inshingano
zabo.Naho turebye inyuma yayo, ku bakiriya 96 twabajije, 81.25%, bishimira
serivisi bahabwa na CPND. Hanyuma, dusanga hari imyitwarire igomba
guhinduka. Ubushakashatsi bwatweretse ko kandi byaba byiza CPNDF
igomba kwita kuri ibi bintu bikurikira : Gutegura ingamba zo gukomezanya na
buri mukiriya wayo, kwongera umubare w'abakozi babifitiye ubumenyi ndetse
batibagiwe umushahara ubanyuze, gushaka ibikoresho bigezweho no kwiga ku biciro
bikurura kandi binogeye abakiriya.
vi
ABSTRACT
The Rwandan Government is very concerned about improving the
quality of service, so that even the most senior members of government are
constantly reminding the need to review strategies to improve the quality. This
work entitled "CUSTOMER CARE AND CUSTOMER LOYALTY IN RWANDAN ENTERPRISES -
Casual study of the Fatima Pastoral Center (CPNDF) between 20018 and 2010"
wants to demonstrate the relationship between improving the quality of service
and customer loyalty. It is this relationship that influences the profitability
of any economic project. For these reasons, we asked ourselves these questions
at the beginning and throughout our research:
· What is the impact of the concept "quality service"
in customer loyalty especially at CPNDF?
· What is the contribution of the concept "quality
service" on the internal and external viability of CPNDF?
· What measures to be taken in order to sensitize all
economic actors the need of improving the quality of their customer
service?
Thus, we formulated the following assumptions:
· A "quality service" has a well developed positive
impact on company performance and affects so conspicuous on customer loyalty
and increases the income of the company.
· The quality of service provided by the CPNDF
contributed to improve the internal and external image of CPNDF.
· A range of positive measures allows our country to
attract many foreign and local clients, and particularly those gains will
benefit the CPNDF.
The global objective was to find out what decisions to invite
all economic actors to be concerned about the importance of customers care. By
this, we tried to explore and analyze the behaviour of the entire staff of
CPNDF, to identify the major challenges to "quality service", to analyze and to
summarize data for our socio-cultural linked to "quality service". We used
these methods: the analytical, the synthetic and the statistical methods. Our
techniques were: the documentation, the questionnaire, the observation and the
interview.
The results show that our three hypotheses were confirmed by
research. Firstly, there is a statistically and demonstrable link
between quality of service and customer loyalty. In fact, on a
sample of 96 of customers surveyed, 81.25% have positively assessed the quality
of service at CPNDF. Secondly, the quality of service provided by
the CPNDF contributed to improve the internal and external image of CPNDF.
On the internal point of view, on 34 employees surveyed, 64.71%
are satisfied with their jobs. Externally, on a sample of 96, 84.38% of
customers are willing to contribute to the marketing of CPNDF.
Finally, a range of positive measures allows our country to attract
many foreign and local clients, and particularly those gains will benefit the
CPNDF such as the increasing of competent employees, modern
stuffs strategic studies with customers as the central elements and
redefinition of measurements instruments of quality service.
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