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Sun, 01/Aug/2010
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BM
SABAH JOB CENTRE
MINISTRY RESOURCE DEVELOPMENT
& INFORMATION TECHNOLOGY
KOTA KINABALU, SABAH
MALAYSIA
Dear Visitor,
CUSTOMERS’ SATISFACTION SURVEY
The Sabah Job Centre (SJC) is in the process of upgrading and improving its standard of services. This questionnaire aims to get customer feedback and perception on the services provided by SJC.
Part 1: Profile of Visitor
Instruction:
For each item, please (
) your chosen response in the appropriate boxes or fill in the blanks on the spaces provided.
1. Whom do you represent?
*
Myself
Employer
Education & Training Provider
Others
Please state:
2. How
often
do you visit SJC?
*
Only once
Daily
Weekly
Monthly
Others
Please state:
3. I
first
know about SJC through
*
Newspaper
Internet
Friends/colleagues
Others
Please state:
4. Gender:
*
Male
Female
5. Age Group
*
Below 17 years
38 - 42 years
18 - 22 years
43 - 47 years
23 - 27 years
48 - 58 years
28 - 32 years
Above 58 years
33 - 37 years
6.
Highest
Academic Qualification
*
PMR/ LCE
SPM/ SC
STPM/ HSC
Certificate/ Diploma
Degree or equivalent
professional qualification
Others
Please state:
7.
Current
Employment Status
*
Student
Unemployed
Job seeker
Employed (Full-time)
Employed (Part-time)
Please state:
Current Job
Number of years
of work experience
Part 2: Customer service satisfaction
Rate and tick (
) the appropriate scale based on your opinion towards the following criteria.
Scale: 5 = strongly agree; 4 = agree; 3 = not sure; 2 = disagree; 1 = strongly disagree
Scale
1.0 Telephone Services
1
2
3
4
5
1.1
Service is efficient
*
1.2
Courteous service
*
1.3
Information provided is helpful and answer my queries
*
1.4
Staff is knowledgeable
*
1.5
Staff is helpful
*
1.6
Easy to reach SJC
*
2.0 Counter Services
1
2
3
4
5
2.1
Service is efficient
*
2.2
Courteous service
*
2.3
Staff is knowledgeable
*
2.4
Information provided is adequate and accurate
*
2.5
Waiting area is comfortable to customers
*
2.6
Waiting area is well-equipped
*
2.7
Waiting time is not too long before being served
*
3.0 SJC website
1
2
3
4
5
3.1
Information in the SJC website is accurate
*
3.2
Information in the SJC website is sufficient
*
3.3
Easy to access to the SJC website most of the time
*
3.4
The bandwidth (speed) of the website is satisfactory
*
3.5
Search for information in SJC website is easy
*
3.6
SJC provides prompt response to my e-mail enquiries
*
4.0 Other communication channels
1
2
3
4
5
4.1
SJC provides prompt response to my letter/ Fax
*
4.2
SJC provides information as requested in my letter/ Fax
*
Part 3: Your opinion
Rate and tick (
) the appropriate scale based on your opinion towards the following criteria.
Scale: 5 = strongly agree; 4 = agree; 3 = not sure; 2 = disagree; 1 = strongly disagree
Scale
1
2
3
4
5
1
I am able to get help from SJC if needed
*
2
I always receive follow up news from SJC
*
3
The response of the SJC satisfies my needs
*
4
The job vacancy in the website meets my needs
*
5
I am able to find jobs easily in the SJC
*
6
The training courses/ information in the website meet my needs
*
7
I am able to find training courses/ information easily in the SJC
*
8
SJC meets my expectations and needs
*
9
SJC provides useful services to the public
*
10
Overall, the SJC provides quality service
*
11
I would recommend others to use the service of SJC
*
Part 4: Your suggestions
Please give your suggestions to improve the services of SJC.
Thank You
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