服務滿意度調查最終報告 2016.pdf 
服務滿意度調查最終報告 2016.pdf
University of Macau User Satisfaction Survey 2016 Report Copyright © 2016 University of Macau Table of Contents Executive Summary ........................................................................................................ 1 1. Introduction .............................................................................................................. 3 2. Methodology ............................................................................................................. 4 2.1 Data Collection ................................................................................................................ 4 2.2 Response Rate ................................................................................................................. 4 2.3 Questionnaire Design ...................................................................................................... 4 3. Survey Results ........................................................................................................... 6 3.1 Descriptive Statistics........................................................................................................ 6 3.2 Discussion ...................................................................................................................... 18 3.3 Suggestions .................................................................................................................... 20 4. Appendix ................................................................................................................. 21 Appendix I Invitation Email.................................................................................................. 22 Appendix II Questionnaire to Staff ...................................................................................... 24 Appendix III Questionnaire to Student ................................................................................ 32 Executive Summary The user satisfaction survey was conducted in February 2016 to understand the performance of the administrative services provided by the University of Macau (UM), and the satisfaction towards facilities/ environment of the University. It was conducted online for both full time staff and students, and was further decentralized to administrative units for investigating user satisfaction on different areas. Email invitations were sent out to all full time staff and students for the online survey. The response rate for staff and students are 15.5% and 10.2% respectively. According to the results, more than 81% of the staff claimed that they are satisfied with the services provided by the administrative units of UM (the mean score of satisfaction is 6.9 on 10 points scale), while over 72% of the students claim that they are satisfied (mean score of satisfaction is 6.8). For frontline services, nearly 82% of the staff responded that they are satisfied (mean score of satisfaction is 7.2), while 76% of the students are satisfied (mean score of satisfaction is 6.9). Over 86% of the staff indicated satisfaction towards the performance pledge of UM (mean score of satisfaction is 7.3), while more than 72% of the students showed satisfaction on this item (mean score of satisfaction is 6.8). For the Suggestion Scheme, over 73% of the staff responded that they are satisfied (mean score of satisfaction is 6.5), while almost 70% of the students claimed that they are satisfied (mean score of satisfaction is 6.7). Almost 77% of the staff replied that they are overall satisfied with their working life at UM (mean score of satisfaction is 6.7), whereas over 73% of the students are overall satisfied with their study life at UM (mean score of satisfaction is 6.8). As for the equipment and facilities provided by various administrative units of UM, more than 81% of both the staff (mean score of satisfaction is 6.9) and the students (mean score of satisfaction is 7.3) expressed satisfaction. Nearly 82% of the staff (mean score of satisfaction is 6.9) and nearly 80% of the students (mean score of satisfaction is 7.3) indicated that they are satisfied with the environmental condition of the UM campus. More than 63% of the staff agreed that the overall performance of the administrative units of UM is improving. About 50% of the students had the same opinion. 67% of the 1 staff and over 63% of the students responded that the UM equipment and facilities are improving, while more than 67% of the staff and more than 65% of the students agreed that the environment condition of UM campus is improving. “University governance and procedures” and “UM equipment and facilities” are items that received most suggestions for improvement among staff. For students, “UM equipment and facilities” and “Services provided by administrative units” are the most frequent items mentioned in the suggestions for improvement. 2 1. Introduction The University of Macau (UM) conducted this user satisfaction survey for the purpose of collecting users’ opinions about the facilities, environment and administrative services provided by the University. The result of the survey provided useful references that assist the University to design for future development, and to provide better and more adequate services for the University community. Considering the focus on energy saving principle, the university‐wide user satisfaction survey was conducted online by the use of a pre‐designed web questionnaire for all full time staff and students. Data was collected from 18 February to 26 February 2016 covering the satisfaction level measurement of the following areas: Services provided by administrative units Frontline services Performance Pledge Suggestion Scheme Improvement in overall performance of administrative units UM equipment and facilities UM campus environment condition 3 2. Methodology 2.1 Data Collection A survey invitation email was sent to all staff and student users with valid UM email addresses. The invitation briefly introduces the purpose and duration of the survey, and contained a link to a bilingual (English and Chinese) web questionnaire. Each email invitation provided a unique link to limit the users to answer the anonymous survey once only. 2.2 Response Rate 1) Staff Sample A total of 1527 email invitations were sent out, 236 questionnaires were completed and returned, making up a relevant response rate of 15.5 %. 2) Student Sample A total of 7585 email invitations were sent out, 774 questionnaires were completed and returned, making up a relevant response rate of 10.2 %. 2.3 Questionnaire Design There are 7 parts in the survey containing a total of 13 questions (refer to appendix II and appendix III) which caters 4 types of measurements to tackle the different dimensions of user satisfaction. One open‐ended question is included at the end of the questionnaire to collect ideas and comments for improvement from respondents. 1) Overall satisfaction level (questions 1 – 7) A 10‐likert scale was used to measure users’ satisfaction level on UM’s administrative services, frontline services, performance pledge, suggestion scheme, overall performance of administrative units (for staff), study life (for student), UM equipment and facilities, and the UM campus environment condition. 1 2 3 4 5 6 7 Very Dissatisfied 8 9 10 88 99 Very Not No Satisfied applicable comment Scores of 1 indicates extreme dissatisfaction and 10 extreme satisfaction scores. 4 Scores of [2 3 4] and [7 8 9] ranges indicate dissatisfaction and satisfaction, respectively. Scores of [5 6] indicate only slight dissatisfaction or satisfaction; however, selecting the 5 or 6 forces an inclination in one direction or the other. Scores of 88 and 99 represents “not applicable” and “no comment” respectively. 2) Users’ expectation score (question 8) A 7‐likert scale was used to measure the score of users’ expectations on the services provided by UM: ‐3 ‐2 ‐1 0 Completely Exactly Fall Short of Meet Expectation Expectation 1 2 3 Exceed Expectation A score of 0 would mean that expectations were exactly met. Scores above 0 indicate that the service exceeds the users’ expectations, while scores below 0 indicate that the users’ expectations are not being met. 3) Frequency in recommending UM services (question 9) A recommendation question was used to tap whether the users would recommend the service to others using a scale of 1=Never, 2=Seldom, 3=Sometimes, 4=Always and 5=Hard to say: How often do you praise/recommend UM’s administrative services to others? 4) Overall improvement level (questions 10 – 12) Three questions were also used to tap whether the users think that the overall performance of the administrative units, equipment and facilities and the environment condition of UM is improving, using a scale of 1=Strongly disagree, 2=Disagree, 3=Neutral and 4=Agree, 5=Strongly agree and 6=No comment. 5) Open‐ended Question (question 13) In the last part of the questionnaire, respondents were asked to provide suggestion(s) for the service improvement of the University in an open‐ended question. 5 3. Survey Results The results of the questionnaires were tabulated and presented in the following discussions. 3.1 Descriptive Statistics Part I. Question 1. Overall, how satisfied are you with all services provided by various administrative units of UM? Staff Sample No. of Percentage response 1 0.4% Answer 1 - Very Dissatisfied Student Sample No. of Percentage response 17 2.4% 2 7 3.0% 14 2.0% 3 10 4.3% 25 3.5% 4 10 4.3% 49 6.9% 5 16 6.8% 94 13.2% 6 30 12.8% 89 12.5% 7 63 26.9% 127 17.8% 8 53 22.7% 134 18.8% 9 28 12.0% 93 13.0% 10 – Very Satisfied 16 6.8% 71 10.0% No. of Response 63 7 1 1 Very Dissatisfied No. of Response 53 Staff Mean: 6.9 2 30 10 10 3 4 28 16 16 5 6 7 127 Student Mean:6.8 94 8 9 10 Very Satisfied 134 93 89 71 49 17 14 1 Very Dissatisfied 2 25 3 4 5 6 6 7 8 9 10 Very Satisfied Question 2. Overall, how satisfied are you with all frontline services provided by various administrative units of UM? Staff Sample No. of Percentage response 1 0.4% Answer 1 - Very Dissatisfied Student Sample No. of Percentage response 10 1.4% 2 3 1.3% 14 2.0% 3 7 3.0% 23 3.2% 4 9 3.9% 45 6.3% 5 22 9.5% 79 11.1% 6 18 7.8% 92 13.0% 7 64 27.7% 134 18.9% 8 57 24.7% 139 19.6% 9 30 13.0% 90 12.7% 10 – Very Satisfied 20 8.7% 84 11.8% 64 No. of Response Staff Mean:7.2 57 30 22 1 3 1 Very Dissatisfied 2 7 9 3 4 5 6 Student Mean:6.9 No. of Response 20 18 7 8 134 139 92 79 9 90 10 Very Satisfied 84 45 10 14 1 Very Dissatisfied 2 23 3 4 5 6 7 7 8 9 10 Very Satisfied Question 3. Overall, how satisfied are you with the performance pledge of UM? Staff Sample No. of Percentage response 1 0.5% Answer 1 - Very Dissatisfied Student Sample No. of Percentage response 13 2.0% 3 1.5% 16 2.4% 3 5 2.5% 23 3.5% 4 3 1.5% 36 5.4% 5 16 7.9% 96 14.5% 6 31 15.3% 78 11.8% 7 45 22.2% 114 17.2% 8 50 24.6% 122 18.4% 9 32 15.8% 98 14.8% 10 – Very Satisfied 17 8.4% 67 10.1% No. of Response 2 45 32 31 17 16 1 1 Very Dissatisfied No. of Response 50 Staff Mean:7.3 3 2 5 3 3 4 Student Mean:6.8 5 6 7 114 8 9 10 Very Satisfied 122 98 96 78 67 36 13 16 1 Very Dissatisfied 2 23 3 4 5 6 8 7 8 9 10 Very Satisfied Question 4. Overall, how satisfied are you with the Suggestion Scheme of UM? Staff Sample No. of Percentage response 4 2.0% Answer 1 - Very Dissatisfied Student Sample No. of Percentage response 14 2.4% 2 6 3.0% 14 2.4% 3 10 5.0% 22 3.7% 4 13 6.5% 38 6.5% 5 20 10.1% 90 15.3% 6 26 13.1% 88 14.9% 7 52 26.1% 87 14.8% 8 40 20.1% 101 17.2% 9 15 7.5% 80 13.6% 10 – Very Satisfied 13 6.5% 55 9.3% No. of Response 52 Staff Mean:6.5 26 20 4 6 1 Very Dissatisfied 2 No. of Response 40 10 3 13 4 5 6 7 8 15 13 9 10 Very Satisfied 101 Student Mean:6.7 90 88 87 80 55 38 14 14 1 Very Dissatisfied 2 22 3 4 5 6 9 7 8 9 10 Very Satisfied Question 5. (For Staff) What is your overall level of satisfaction with your working life at the university? (For Students) What is your overall level of satisfaction with your study life at the university? Staff Sample No. of Percentage response 4 1.7% Answer 1 - Very Dissatisfied Student Sample No. of Percentage response 11 1.5% 2 7 3.0% 20 2.7% 3 10 4.3% 32 4.3% 4 9 3.9% 41 5.4% 5 24 10.3% 97 12.9% 6 36 15.5% 93 12.4% 7 53 22.8% 128 17.0% 8 51 21.9% 156 20.7% 9 24 10.3% 104 13.8% 10 – Very Satisfied 15 6.4% 71 9.4% No. of Response 53 Staff Mean:6.7 51 36 24 24 15 7 10 9 3 4 0 1 Very Dissatisfied 2 5 6 7 8 9 10 Very Satisfied No. of Response 156 Student Mean:6.8 128 97 104 93 71 11 1 Very Dissatisfied 20 2 32 3 41 4 5 6 10 7 8 9 10 Very Satisfied Question 6. Overall, how satisfied are you with UM Equipment and Facilities provided by various administrative units of UM? Staff Sample No. of Percentage response 4 1.7% Answer 1 - Very Dissatisfied Student Sample No. of Percentage response 13 1.7% 2 4 1.7% 12 1.6% 3 9 3.9% 25 3.3% 4 4 1.7% 29 3.9% 5 23 9.9% 62 8.3% 6 38 16.3% 74 9.9% 7 55 23.6% 121 16.2% 8 52 22.3% 155 20.7% 9 31 13.3% 144 19.3% 10 – Very Satisfied 13 5.6% 113 15.1% 55 Staff Mean:6.9 52 No. of Response 38 31 23 13 9 4 4 1 Very Dissatisfied 2 4 3 4 5 6 7 8 No. of Response 155 Student Mean:7.3 12 1 Very Dissatisfied 2 25 29 3 4 10 Very Satisfied 144 121 113 74 62 13 9 5 6 11 7 8 9 10 Very Satisfied Question 7. Overall, how satisfied are you with the Environment Condition of UM Campus? Staff Sample No. of Percentage response 2 0.9% Answer 1 - Very Dissatisfied Student Sample No. of Percentage response 15 2.0% 2 7 3.0% 14 1.9% 3 5 2.1% 27 3.6% 4 10 4.2% 34 4.5% 5 19 8.1% 63 8.3% 6 40 17.0% 71 9.4% 7 63 26.7% 118 15.6% 8 42 17.8% 140 18.5% 9 31 13.1% 138 18.3% 10 – Very Satisfied 17 7.2% 136 18.0% No. of Response 63 Staff Mean:6.9 42 40 31 19 2 1 Very Dissatisfied 7 5 2 3 17 10 4 5 6 No. of Response Student Mean:7.3 27 14 1 Very Dissatisfied 2 8 9 10 Very Satisfied 140 138 136 8 9 10 Very Satisfied 118 71 63 15 7 3 34 4 5 6 12 7 Part II. Question 8. Please indicate whether our services fall short of, exactly meet, or exceed your expectations. Answer Completely Fall Short -3 Staff Sample No. of Percentage response 6 2.5% Student Sample No. of Percentage response 29 3.8% -2 22 9.3% 51 6.6% -1 50 21.2% 189 24.4% 0 Exactly Meet 81 34.3% 229 29.6% 1 55 23.3% 177 22.9% 2 17 7.2% 80 10.3% 3 Exceed 5 2.1% 19 2.5% 81 No. of Response Staff Mean:0.0 55 50 22 17 6 ‐3 Completely Fall Short of Expectation 5 ‐2 ‐1 0 Exactly Meet Expectation 1 2 3 Exceed Expectation No. of Response 229 Student Mean:0.0 189 177 80 51 29 ‐3 Completely Fall Short of Expectation 19 ‐2 ‐1 0 Exactly Meet Expectation 13 1 2 3 Exceed Expectation Part III. Question 9. How often do you praise / recommend UM's administrative services to others? Staff Sample 1 Answer Never No. of response 22 Percent 9.8% 2 Seldom 57 25.5% 3 Sometimes 117 52.2% 4 Always 28 12.5% 12.5% Always Staff Mean: 2.8 9.8% Never 25.5% Seldom 52.2% Sometimes Student Sample 1 Answer Never No. of response 141 Percent 19.4% 2 Seldom 247 34.0% 3 Sometimes 278 38.3% 4 Always 60 8.3% Student Mean: 2.5 8.3% Always 19.4% Never 38.3% Sometimes 34.0% Seldom 14 Part IV. Question 10. In general, the overall performance of the administrative units of UM is improving. Staff Sample Student Sample Answer No. of response Percentage No. of response Percentage 1 Strongly Disagree 5 2.2% 23 3.2% 2 Disagree 20 8.8% 48 6.7% 3 Neutral 58 25.6% 283 39.8% 4 Agree 121 53.3% 334 46.9% 5 Strongly Agree 23 10.1% 24 3.4% No. of Response 121 Staff Mean:3.7 58 23 20 5 1 Strongly Disagree 2 Disagree 3 Neutral 4 Agree 5 Strongly Agree No. of Response 334 Student Mean:3.6 23 1 Strongly Disagree 283 48 2 Disagree 24 3 Neutral 15 4 Agree 5 Strongly Agree Part V. Question 11. In general, the overall UM equipment and facilities are improving. Staff Sample Student Sample No. of response Percentage No. of response Percentage 1 Strongly Disagree 4 1.7% 14 1.9% 2 Disagree 21 9.1% 44 5.8% 3 Neutral 51 22.2% 216 28.7% 4 Agree 120 52.2% 404 53.7% 5 Strongly Agree 34 14.8% 75 10.0% No. of Response Answer 120 Staff Mean:3.8 51 34 21 4 1 Strongly Disagree 2 Disagree 3 Neutral 4 Agree 5 Strongly Agree No. of Response 404 Student Mean:3.7 216 14 1 Strongly Disagree 75 44 2 Disagree 3 Neutral 16 4 Agree 5 Strongly Agree Part VI. Question 12. In general, the overall environment condition of UM campus is improving. Staff Sample Student Sample Answer No. of response Percentage No. of response Percentage 1 Strongly Disagree 5 2.2% 20 2.7% 2 Disagree 15 6.4% 38 5.0% 3 Neutral 56 24.0% 203 26.9% 4 Agree 131 56.2% 419 55.5% 5 Strongly Agree 26 11.2% 75 9.9% No. of Response 131 Staff Mean:3.7 56 26 5 1 Strongly Disagree 15 2 Disagree 3 Neutral 4 Agree 5 Strongly Agree No. of Response 419 Student Mean:3.7 203 75 20 1 Strongly Disagree 38 2 Disagree 3 Neutral 17 4 Agree 5 Strongly Agree 3.2 Discussion When asked about the general services provided by the administrative units of the University, 81.2% of the staff respondents and 72.1% of students responded that they are satisfied. As for the frontline services, 81.9% of the staff and 76.0% of the students showed satisfaction. For the performance pledge, 86.3% of the staff and 72.3% of the students indicated that they are satisfied with it; while for the Suggestion Scheme, 73.3% of the staff and 69.8% of the students expressed satisfaction. As to the overall satisfaction level with their working life and study life at UM, 76.9% of the staff and 73.3% of the students replied that they are satisfied. Regarding the equipment and facilities provided by various administrative units of UM, 81.1% of the staff and 81.2% of the students claimed that they are satisfied, showing similar levels of satisfaction in the two groups of respondents. As for the environmental condition of the UM campus, 81.8% of the staff and 79.8% of the students replied that they are satisfied. 66.9% of the staff respondents and 65.3% of the student respondents claimed that the services of UM meet or exceed expectation; while 64.7% of the staff and 46.6% of the students indicated that they sometimes or always recommend UM’s administrative services to others. Concerning overall improvements, 63.4% of the staff and 50.3% of the students agreed that the administrative units of UM are improving. 67.0% of the staff and 63.7% of the students agreed that the UM equipment and facilities are improving; whereas 67.4% of the staff and 65.4% of the students agreed that the environment condition of UM campus is improving. 18 Summary Staff Part I Students User Mean score User Mean score Satisfaction (1 to 10) Satisfaction (1 to 10) Q1. Overall, how satisfied are you with all services provided by various administrative units of UM? Q2. Overall, how satisfied are you with all frontline services provided by various administrative units of UM? 81.2% 6.9 72.1% 6.8 81.9% 7.2 76.0% 6.9 Q3. Overall, how satisfied are you with the performance pledge of UM? 86.3% 7.3 72.3% 6.8 Q4. Overall, how satisfied are you with the Suggestion Scheme of UM? 73.3% 6.5 69.8% 6.7 76.9% 6.7 73.3% 6.8 81.1% 6.9 81.2% 7.3 81.8% 6.9 79.8% 7.3 Q5. What is your overall level of satisfaction with your working/study life at the university? Q6. Overall, how satisfied are you with UM Equipment and Facilities provided by various administrative units of UM? Q7. Overall, how satisfied are you with the Environment Condition of UM Campus? Part II Q8. Please indicate whether our services fall short of, exactly meet, or exceed your expectations. Part III Q9. How often do you praise / recommend UM's administrative services to others? Part IV Meet or exceed Mean Score Meet or exceed Mean Score expectation (‐3 to 3) expectation (‐3 to 3) 66.9% 0.0 65.3% 0.0 Sometimes or always Mean Score (1 to 4) Sometimes or always Mean Score (1 to 4) 64.7% 2.8 46.6% 2.5 Agree or strongly agree Mean Score (1 to 5) Agree or strongly agree Mean Score (1 to 5) 63.4% 3.7 50.3% 3.6 Agree or Mean Score Agree or Mean Score strongly agree (1 to 5) strongly agree (1 to 5) 67.0% 3.8 63.7% 3.7 Agree or Mean Score Agree or Mean Score strongly agree (1 to 5) strongly agree (1 to 5) 67.4% 3.7 65.4% 3.7 Q10. In general, the overall performance of the administrative units of UM is improving. Part V Q11.In general, the overall UM equipment and facilities are improving. Part VI Q12. In general, the overall environment condition of UM campus is improving. 19 3.3 Suggestions The last part of the questionnaire asked respondents to provide suggestions for the improvement of the services of the University in one open‐ended statement: Question 13. You are welcomed to provide suggestion(s) for the continuous service improvement of the University, please feel free to write suggestions, if any, in different aspects of administrative services and/or facilities provided. The total number of suggestions received from staff and students were 50 and 176 respectively. All suggestions are categorized in to 8 areas: university governance and procedures, services provided by administrative units, Performance Pledge, Suggestion Scheme, performance of administrative units, UM equipment and facilities, UM campus environment condition and others. Suggestions containing more than one topic is split and classified into different categories accordingly. “University governance and procedures” and “UM equipment and facilities” are items that received most suggestions for improvement among staff. For students, “UM equipment and facilities” and “Services provided by administrative units” are the most frequent items mentioned in the suggestions for improvement. The frequencies of suggestions on different categories are as follows: Staff Sample Items Student Sample Frequency University governance and procedures 15 18 Services provided by administrative units 5 36 Performance Pledge 0 2 Suggestion Scheme 2 2 Performance of administrative units 4 12 UM equipment and facilities 17 79 UM campus environment condition 6 22 Others 1 5 20 4. Appendix Appendix I Invitation Email Appendix II Questionnaire to Staff Appendix III Questionnaire to Student 21 Appendix I Invitation Email 寄件者: QEMS_ADM 寄件日期: 二月 18 日 2016 年星期四 14:32 收件者: 主旨: User Satisfaction Survey Dear Colleagues, In order to understand the current performance of our administrative services, QMS Workgroup is conducting a survey to collect information on user's satisfaction rate regarding the administrative services/ facilities being provided by the University. It will take you less than 3 minutes to complete the survey. We sincerely hope that you can spend some time in completing the survey on or before 26 Feb. 2016. It is believed that the collected information could serve as useful references for helping us to design and to provide you with better and adequate service. Please click the link below to start the survey: https://isw.umac.mo/umsurvey/index.php?lang=en&sid=26332&token=nnq84su7xy 5nftp *Everyone will receive a different link, so please don't send this email to other colleagues. Should you have any enquiries, please feel free to contact Qems_adm@umac.mo. QMS Workgroup ************************************************************ 親愛的同事： 為了解大家對大學所提供的行政服務及校內設施之滿意程度，優質管理工作小 組正進行一項問卷調查，希望收集用戶對行政服務及設施的意見。 希望您能花一些時間完成以下問卷，問卷截止日期為 2016 年 2 月 26 日。收集 到的意見將作為大學日後為您制訂及提供更適合服務時的參考用途。 22 請按以下連結填寫問卷：進入問卷調查 https://isw.umac.mo/umsurvey/index.php?lang=en&sid=26332&token=nnq84su7xy 5nftp * 每位參加者均會收到不同的連結，請勿轉發。 如需協助，請以電郵聯絡: Qems_adm@umac.mo。 謝謝您的參與！ 優質管理工作小組 23 Appendix II Questionnaire to Staff English version 24 25 26 27 Questionnaire to Staff Chinese version 28 29 30 31 Appendix III Questionnaire to Student English version 32 33 34 35 Questionnaire to Student Chinese version 36 37 38 39