服務滿意度調查問卷 – 對象：職員（英文）.pdf

University of Macau User Satisfaction Survey – Staff-2011 University of Macau User Satisfaction Survey (2011) This survey aims to assess the degree of our users' satisfaction with the administrative services/facilities being provided by the University as well as to enable the units concerned to plan for continuous service improvement Instructions: Questions for Rating: Please circle your rating, where ‹ 1 signifies the lowest rating or very dissatisfied; ‹ 10 signifies the highest rating or very satisfied; ‹ 88 means “Not applicable” while 99 means “No comment”. Multiple Choice Questions: Please put a “X” inside the circle “○＂ . A. General Questions： very dissatisfied Å---------------Æ very satisfied 1 2 3 4 5 6 Overall, how satisfied are you with all services 1 2 3 4 5 6 7 8 9 10 provided by various administrative units of UM? Overall, how satisfied are you with all frontline 1 2 3 4 5 6 7 8 9 10 services? Overall, how satisfied are you with the 1 2 3 4 5 6 7 8 9 10 Performance Pledge of UM? Please indicate whether our services fall short of, exactly meet, or exceed your expectation: Not applicable No comment 88 99 88 99 88 99 Fall Short of Expectation Exactly Meet Expectation Exceed Expectation -3 -2 -1 0 +1 +2 +3 How often do you praise / recommend UM’s administrative services to others? ○1. Never ○2. Seldom ○3. Sometimes ○4. Always ○5. Hard to say In general, the overall performance of the administrative units of UM is improving. ○1.Strongly disagree ○2.Disagree ○3.Neutral ○4.Agree ○5.Strongly agree ○6.No comment B. How satisfied are you with the following Current UM Equipment and Facilities? very dissatisfied Å---------------Æ very satisfied Not applicable No comment 1 Gym facilities at Sports Complex 1 2 3 4 5 6 7 8 9 10 88 99 2 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 6 Classroom facilities Computer equipment in offices for general purposes Administrative information systems (such as e-Leave System, Student Information System, e-Workflow Application System, Human Resource Management System) Library resources (books, periodicals and e-resources) Facilities in washrooms 1 2 3 4 5 6 7 8 9 10 88 99 7 Signposts on campus 1 2 3 4 5 6 7 8 9 10 88 99 8 Campus greening work Facilities in staff hostels (for campus residents only) 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 3 4 5 9 Please send the filled questionnaire to UM Library – Ms. Winnie Leung (contact: 8187 or wileung@umac.mo). Thank you very much! 1 University of Macau User Satisfaction Survey – Staff-2011 C. How satisfied are you with the following Current UM Operation Procedures? very dissatisfied Å---------------Æ very satisfied Not applicable No comment 1 E-Procurement system and related procedure 1 2 3 4 5 6 7 8 9 10 88 99 2 Procedure for reimbursement claims 1 2 3 4 5 6 7 8 9 10 88 99 3 Confidentiality of staff records 1 2 3 4 5 6 7 8 9 10 88 99 4 Procedure for souvenir requisition and distribution 1 2 3 4 5 6 7 8 9 10 88 99 5 Procedure for booking UM vehicles 1 2 3 4 5 6 7 8 9 10 88 99 6 Procedure for course enrollment 1 2 3 4 5 6 7 8 9 10 88 99 7 Procedure for booking venues/meeting rooms 1 2 3 4 5 6 7 8 9 10 88 99 8 Campus parking application procedures 1 2 3 4 5 6 7 8 9 10 88 99 Not applicable No comment D. How satisfied are you with the following Current UM Environment Condition? very dissatisfied Å---------------Æ very satisfied 1 Hygiene in classrooms/ lecture theatres 1 2 3 4 5 6 7 8 9 10 88 99 2 Hygiene in washrooms 1 2 3 4 5 6 7 8 9 10 88 99 3 Hygiene of resting areas on campus 1 2 3 4 5 6 7 8 9 10 88 99 4 Space in the Library 1 2 3 4 5 6 7 8 9 10 88 99 5 Hygiene in your own office/working place 1 2 3 4 5 6 7 8 9 10 88 99 6 Air-conditioning in your own office/working place 1 2 3 4 5 6 7 8 9 10 88 99 Not applicable No comment E. How satisfied are you with the following Service Quality? very dissatisfied Å---------------Æ very satisfied 1 Security service 1 2 3 4 5 6 7 8 9 10 88 99 2 Asset moving service from general services team 1 2 3 4 5 6 7 8 9 10 88 99 3 Staff recruitment service 1 2 3 4 5 6 7 8 9 10 88 99 4 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 6 Staff training Communication with Library readers (eg. via Library News, website, other channels, etc.) Politeness and friendliness of the Library staff 1 2 3 4 5 6 7 8 9 10 88 99 7a Semester class scheduling (REG) 1 2 3 4 5 6 7 8 9 10 88 99 7b Efficiency of ad hoc classroom booking (CS) 1 2 3 4 5 6 7 8 9 10 88 99 8 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 11 Staff activities organizing IT support service for computing facilities in offices Support service for administrative information systems Maintenance techniques 1 2 3 4 5 6 7 8 9 10 88 99 12 Media service 1 2 3 4 5 6 7 8 9 10 88 99 13 Sufficient channel for payment request 1 2 3 4 5 6 7 8 9 10 88 99 14 Disbursement by auto-pay service 1 2 3 4 5 6 7 8 9 10 88 99 15 Procurement services 1 2 3 4 5 6 7 8 9 10 88 99 16 Staff welfare application and processing 1 2 3 4 5 6 7 8 9 10 88 99 5 9 10 Please send the filled questionnaire to UM Library – Ms. Winnie Leung (contact: 8187 or wileung@umac.mo). Thank you very much! 2 University of Macau 17 User Satisfaction Survey – Staff-2011 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 19 Classroom technical support service UM transportation service (e.g. punctuality, courtesy of drivers, etc.) Venue support service 1 2 3 4 5 6 7 8 9 10 88 99 20 Printing service 1 2 3 4 5 6 7 8 9 10 88 99 21 Campus health care service 1 2 3 4 5 6 7 8 9 10 88 99 22 Services in canteen 1 2 3 4 5 6 7 8 9 10 88 99 23 Hostel management (for campus residents only) 1 2 3 4 5 6 7 8 9 10 88 99 Not applicable No comment 18 F. Overall, how satisfied are you with the performance of the following Administrative Units? very dissatisfied Å---------------Æ very satisfied 1 2 3 4 5 6 7 8 Information and Communication Technology Office (including Technical and User Support Section & Information Management Section) Finance Office (including Accounts Section, Treasury Section and Procurement Section) University Library Campus Management Office (including Facilities and Engineering Section and Campus Services Section ) Information and Public Relations Office Human Resources Office (Human Resources Services Section and Human Resources Development Section) Academic Affairs Office (including Registry and Student Affairs Section) 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 88 99 1 2 3 4 5 6 7 8 9 10 Please select the service item(s) you always use (You may select more than one answer): ○1.Photocopying service at the Printing Unit ○2.Computer support ○3.Cleaning ○4.Souvenir requisition ○5.Maintenance ○6.Procurement ○7.Car booking ○8.Library services ○9.Classroom booking ○13.Campus health care service ○10.Sports venue ○11. Reimbursement booking procedures ○14.Accommodation reservation ○12.Media Service ○15. Venue/meeting room booking ○16. Other, please state: ______________________________ 9 In your opinion, which service item(s) ha(ve) rooms for improvement? (You may select more than one answer): ○1.Photocopying service at the Printing Unit ○2.Computer support ○3.Cleaning ○4.Souvenir requisition ○5.Maintenance ○6.Procurement ○7.Car booking ○8.Library services ○9.Classroom booking ○13.Campus health care service ○10.Sports venue ○11. Reimbursement booking procedures ○14.Accommodation reservation ○12.Media Service ○15. Venue/meeting room booking ○16. Other, please state: ______________________________ Please send the filled questionnaire to UM Library – Ms. Winnie Leung (contact: 8187 or wileung@umac.mo). Thank you very much! 3 University of Macau User Satisfaction Survey – Staff-2011 10 Any particular comment which you can provide for the improvement of service of UM’s administrative units: 11 Have you experienced a problem with the services including procedures/environment condition/frontline services in the past year? equipment/facilities/operation ○1.Yes, please state ______________________________ ○2. No 12 What Performance Pledge service(s) would you suggest to include? IF YOU ARE NOT ACADEMIC STAFF, PLEASE SKIP TO H. Personal Data G. Please give your opinion to the following questions: very dissatisfied Å---------------Æ very satisfied 1 2 Not applicable No comment Overall, how satisfied are you with all the services 88 99 provided by the general office/ department office of 1 2 3 4 5 6 7 8 9 10 your faculty/centre? In general, the overall performance of the general office/ department office of your faculty/centre is improving. ○1.Strongly disagree ○2.Disagree ○3.Neutral ○4.Agree ○5.Strongly agree ○6.No comment 3 Are there any other items should be added to the Performance Pledge of the general office/department office of your faculty/centre? Please specify: 4 How can improvement in communication be made between you and the general office/department office of your faculty/centre? Please state below: 5 Any comment which you can provide for the improvement of service of the general office/department office of your faculty/centre. ~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~ H. Personal Data： 1. Gender: 2. Staff type: 3. Administrative unit： ○1. Male ○ 2. Female ○ 1. Administrative ○ 2. Academic ○ 3. Research ○1. AAO (REG+SAS) ○2. FO (ACC+TRE+PCT) ○3. CMO (CS+FES) ○4. ICTO (IMS+TUS) ○5. CDO ○6. HRO (HRD+HRS) ○7. IPR ○11. ADO ○8. PUB ○9. RTO/UCO ○10. GAO ○13. RDAO ○14.HSEO ○15.CTLE ○16.IAO ○12. LIB 4. Academic/Research unit： ○1. FBA ○2. FED ○3. FLL ○4. FSH ○5. FST ○6.GRS ○7. HC ○8. ICMS ○9. ELC ○10.CCE ○11.CMS ○12.PJC ○13. EAC ○14.CERT 5. Number of years serving at UM：○1. Under 5 years ○2. 5 - 10 years ○3. 11- 15 years ○4. Above 15 years 6. How often do you browse UM’s homepage? ○ 1.Never ○ 2.Several times a year ○ 3.Several times a month ○ 4.Several times a week ○ 5.Every day ○ 6.Hard to say/ Don’t know 7. If you are willing to participate in the lucky draw, please fill in the following information. ○ ○ Yes No E-mail address：_____________ Mobile Phone:_____________ Please send the filled questionnaire to UM Library – Ms. Winnie Leung (contact: 8187 or wileung@umac.mo). Thank you very much! 4