... the population. The focus was on this sub-group of customers who attend specifically to this football club. The customers were handed a questionnaire asking them about their opinions on the service provided and the waiting time they had to wait before they see the dentist. The patients were randomly selected and they all had an equal chance of being asked to fill the questionnaire. The questionnaire was handed to each patient as they checked in for their appointment at reception. They were asked to complete the questionnaire and return by posting it in the box provided at the reception desk. They were ensured that the questionnaire is anonymous and confidential, in order to gain their trust and increase the response rate. The response rate was very high. The questionnaire was distributed to 60 patients, out of these 60 patients 58 participated and returned the questionnaire back in the box. The table ...

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