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Who to interview and with what questions:

1)      5 Payers (Students/Parents)

·  What are the problems that you encounter in paying during the enrollment period?

·  When do you usually pay your tuition fee?

·  How long does it usually take you to pay your tuition?

· Do you think there is a delay in the process which was caused by the cashier or the computer system itself?

·  How do cashiers treat you?

·  Are you satisfied with this kind of payment process?

·  What are your suggestions to improve the process?

2)      3 Cashiers ·  Is there a specific time required serving each payer?

·  How do you deal with the payers?

·  How long are you serving the university as a cashier?

·  Are you satisfied with existing payment process?

·  What are your suggestions to improve the process?

3)      Head of the Accounting Department

· Are you aware of the problems that are encountered by the students or other payers during paying in the university especially during the enrollment?

·  Is there a specific time required serving each payer?