Rwanda - User Satisfaction Survey 2012

The sample size was calculated for each group (Government and other public institutions, private sector, civil society, international organizations, press and media, research and higher learning institutions). Since several indicators were estimated, it has been assumed that the percentage to estimate was close to 50% and the study was descriptive. Hence, for a confidence level of 0.95, a tolerated absolute margin of error of 0.10 and ignoring the correction for finite population, the sample size became n = 96 for each group. The terms of reference stipulates that for large institutions, it is advisable to select more than one respondent hence implying the presence of intra-cluster correlation. To cater for such design effect, the sample size was increased by a coefficient of 1.5. Moreover, since the non-response rate is quite high in these studies, the sample the sample size was increased by an additional 20%. The final sample size for each of the 6 groups became 173 respondents.
For Government and Private Institutions and international organizations, the list of respondents was elaborated using organizational charts of the institutions and limiting the target people to those who are in decision making positions. Institutions for which the organization chart was not accessible, only one participant has been considered for the study and the head of the institution or his/her deputy has been interviewed.
Regarding the media group, apart from Media High council and Rwanda Broadcasting Agency where several possible respondents were considered, two people namely the Chief Editor and the Publishing Director were considered.
For education sector, a comprehensive list of professors, lecturers and researchers was developed. And for research institutions, participants were limited to Senior research fellow, Heads of division and senior researchers.


Since the non-response rate is quite high in this kind of study, the sample size was increased by an additional 20%.


Out of 552 distributed questionnaires, 319 (58%) questionnaires were filled and retrieved. The retrieved questionnaires by clusters were as follow:

- Out of 336 distributed questionnaires for Government institution190 (57%) were filled and retrieved

- Out of 81 distributed questionnaires in International Organizations 31(38%) were filled and retrieved

- Out of 37 distributed questionnaires in Education and Research institutions 27(73%) were filled and retrieved

- Out of 35 distributed questionnaires in Private Sector institutions 20 (57%) were filled and retrieved

- Out of 46 distributed questionnaires in Civil Society institutions 37(80%) were filled and retrieved

- Out of 17 distributed questionnaires in Media institutions 14(82%) were filled and retrieved