服務滿意度調查問卷 2011 – 對象：學生（英文）.pdf

University of Macau User Satisfaction Survey – Student-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 the question is “Not applicable” and 99 means “No comment”. Multiple Choice questions: Please put a “X” inside the circle “○”. A. General Questions： very dissatisfied Å---------------Æ very satisfied Not applicable No comment 1 Overall, how satisfied are you with all services provided by various administrative units of UM? 1 2 3 4 5 6 7 8 9 10 88 99 2 Overall, how satisfied are you with all frontline services? 1 2 3 4 5 6 7 8 9 10 88 99 88 99 88 99 3 4 5 6 7 Overall, how satisfied are you with the 1 2 3 4 5 6 7 8 9 10 Performance Pledge of UM? What is your overall level of satisfaction with 1 2 3 4 5 6 7 8 9 10 your study life at the university? Please indicate whether our service fall short of, exactly meet, or exceed your expectation: 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 the university 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 Classroom facilities 1 2 3 4 5 6 7 8 9 10 88 99 3 Computing facilities in computer rooms 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 5 Functions provided in Student Information Web Services (SIWeb) Library resources (books, periodicals and e-resources) 6 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 1 2 3 4 5 6 7 8 9 10 88 99 9 Space for study room/study area 1 2 3 4 5 6 7 8 9 10 88 4 99 1 University of Macau 10 11 User Satisfaction Survey – Student-2011 Student dormitories and facilities (for dormitory 1 2 3 4 5 6 7 8 9 10 students only) Any other equipment / facilities you would suggest the University to add, please state: 88 99 Not applicable No comment C. How satisfied are you with the following Current UM Operation Procedures? very dissatisfied Å---------------Æ very satisfied 1 Procedure for paying fees & charges (e.g. tuition 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 Not applicable No comment fee, dormitory charges) 2 Course enrollment (Registry) 3 Course enrollment (Centre for Continuing Education) 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 Not applicable No comment E. How satisfied are you with the following Service Quality? very dissatisfied Å---------------Æ very satisfied 1 Sufficiency of current payment channels (e.g. 1 2 3 4 5 6 7 8 9 10 88 99 1 2 3 4 5 6 7 8 9 10 88 99 tuition fee and miscellaneous fee) 2 Communication with Library readers (eg. via Library News, website, other channels, etc.) 3 Supporting service in computer rooms 1 2 3 4 5 6 7 8 9 10 88 99 4 Campus health care service 1 2 3 4 5 6 7 8 9 10 88 99 5 Career guidance service 1 2 3 4 5 6 7 8 9 10 88 99 6 Student counseling service 1 2 3 4 5 6 7 8 9 10 88 99 7 Politeness and friendliness of the Library staff 1 2 3 4 5 6 7 8 9 10 88 99 8 Suitability of class scheduling 1 2 3 4 5 6 7 8 9 10 88 99 9 Sport activities 1 2 3 4 5 6 7 8 9 10 88 99 10 Services of University of Macau Students’ Union 1 2 3 4 5 6 7 8 9 10 88 99 11 Services of University of Macau Postgraduate 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 Association 12 Services in canteen 13 Student dormitory management (for dormitory students only) 2 University of Macau User Satisfaction Survey – Student-2011 F. Overall, how satisfied are you with the overall performance of the following Administrative Units? very dissatisfied Å---------------Æ very satisfied Not applicable No comment 1 Registry 1 2 3 4 5 6 7 8 9 10 88 99 2 Student Affairs Section 1 2 3 4 5 6 7 8 9 10 88 99 3 Finance Office (including Accounts Section, Treasury Section and Procurement Section) Information and Communication Technology Office (including Technical and User Support Section & Information Management 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 Campus Management Office (including Facilities and Engineering Section and Campus Services Section) 1 2 3 4 5 6 7 8 9 10 88 99 6 University Library 1 2 3 4 5 6 7 8 9 10 88 99 7 The general office/department office of your faculty/centre 1 2 3 4 5 6 7 8 9 10 88 99 8 University of Macau Students’ Union 1 2 3 4 5 6 7 8 9 10 88 99 4 5 G. Please give your opinion to the following questions: 1. Please select the service item(s) you always use. (You may select more than one answer) ○Applying testimonials/transcripts ○Computer room ○Cleaning ○Laundry ○Student counseling ○Maintenance ○Student dormitory ○Canteen service ○E-purse value adding ○Career guidance ○Campus Health Care Service ○Security consultation ○Library services ○Event/Seminar organizing and supporting service ○Payment procedures ○Sports complex venue rental ○Others, please state:___________________ 2. In your opinion, which service item(s) need(s) to be improved? (You may select more than one answer) ○Applying testimonials/transcripts ○Computer room ○Cleaning ○Laundry ○Student counseling ○Maintenance ○Student dormitory ○Canteen service ○E-purse value adding ○Career guidance ○Campus Health Care Service ○Security consultation ○Library services ○Event/Seminar organizing and supporting service ○Payment procedures ○Sports complex venue rental ○Others, please state:___________________ 3. 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 4. In terms of services provided by administrative units and general offices of faculties, what Pledge service(s) would you suggest to include? Performance 3 University of Macau User Satisfaction Survey – Student-2011 H. How satisfied are you with the following items provided by the GENERAL OFFICE/DEPARTMENT OFFICE of YOUR FACULTY /CENTRE. very dissatisfied Å---------------Æ very satisfied 1 2 3 Not applicable No comment 88 99 1 2 3 4 5 6 7 8 9 10 The ability to provide adequate assistance Service attitude of staff in the General 88 99 1 2 3 4 5 6 7 8 9 10 Office/Department Office Any particular comment which you can provide for the improvement of service (in terms of counter service ) of the general office/department office of your faculty/centre. ~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~ I. Personal Data: 1. Academic unit： ○1. FBA ○2. FED ○3. FLL ○4. FSH ○5. FST ○6. ICMS 2. Residential Place: ○1.Dormitory ○2.Home ○3.Rental Apartment 3. How many hours do you spend on studying weekly other than in class? ○ 1.Under 7 hours ○ 2.7-14 hours ○ 3.15-21 hours ○ 4.Above 21 hours 4. How many hours do you spend on campus weekly other than in class? ○ 1.Under 7 hours ○ 2.7-14 hours ○ 3.15-21 hours ○ 4.Above 21 hours 5. How often do you browse the University’s homepage for information? (Exclude Web Course) ○ 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 ~~ Thank you very much! ~~ 4