DIPLOMA IN PUBLIC ADMINISTRATION

FACULTY OF ADMINISTRATIVE SCIENCE & POLICY

STUDIES
UNIVERSITI TEKNOLOGI MARA CAWANGAN PAHANG
KAMPUS RAUB
Dear Respondents
We would like to invite you to participate in a survey regarding:
SERVICES AT KOPERASI UITM RAUB
The purpose of the study is to determine the service quality at Koperasi
UiTM Raub. Your participation in this survey is completely voluntary. Your
responses will remain confidential and anonymous. It should take
approximately 3 to 5 minutes to complete. Your cooperation is really
appreciated. Thank you for your kind assistance in this survey.
TEAM MEMBERS
N
O.

NAME

UITM NO.

1.

HAMIZAH BT ABDUL MALEK

2014837102

2.

INTAN HANIRA BT MOHAMAD

2014867358

3.

NUR AFIQAH SHUHADA BT ABDULLAH

2014404352

4.

NUR SHAZWANA BT BANGSAWAN

2014481714

5.

NUR SYAHIRAH BT SULAIMAN

2014605462

6.

SOFIA SYAHIRA BT AZAHAR

2014258014

RESPONDENTS PROFILE (Please in the appropriate column)

GENDER
Male
Female
COURSES (FACULTY)
FACULTY OF ADMINSTRATIVE SCIENCE AND POLICY STUDIES
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FACULTY OF BUSINESS MANAGEMENT

FACULTY OF COMPUTER SCIENCE AND MATHEMATICS
YEAR/SEMESTER OF STUDY
Year 1 Semester 1 & 2
Year 2 Semester 3 & 4
Year 3 Semester 5 & 6
Year 4 Semester 7 & 8

REFLECT YOUR LATEST EXPERIENCE WHILE GETTING THE SERVICE AT:

KOPERASI UITM RAUB
PLEASE RATE YOUR LEVEL OF SATISFACTION WITH THE QUALITY OF
THE SERVICE
RATING
QUESTION/STATEME
5
4
3
2
1
N
NT
Partiall
Very
Very
O.
ON THE SERVICE
Satisf
y
Dissatis
Satisf
Dissatisf
ed
Satisfe
fed
DELIVERY
ed
ed
d

RELIABILITY
The ability to provide promised services accurately, consistently,
dependably and on time.
1. Koperasi provides
services quickly and
accurately
2. Koperasi gives
immediate response
to customer demands
3. Koperasis operating
hours are convenient
4. Koperasi sell diversity
of goods
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5.

Customer is satisfy
when buying goods in
Koperasi
ASSURANCE
The ability to inspire trust and confdence, e.g. capability, credibility
and courtesy displayed by the staff.
1. Koperasis staffs are
professional
2. Koperasis staffs are
etiquette courtesy
in service
3. Behavior of Koperasis
staffs instill confident
customers
4. Koperasis staff are
able to answer
customers question
5. Overall satisfaction
towards the
Koperasis staff
TANGIBLES
The physical evidences, facilities and images, e.g. office, equipment,
employees, materials, layout, etc.
1. Koperasi have clean
and comfortable
environment
2. Koperasis staffs are
wearing clean attire
3. The facilities in
Koperasi are always
clean
4. Koperasi have
adequate setting and
space
5. Goods are place in
order with proper
tagging
EMPATHY
The ability to treat, relate and understand customers individually,
e.g. accessibility, personal attention, appropriate services
1. Staff shows interest in
solving customers
problem
2. Staff are never too
busy to respond to
customers request
3. Staff gives customers
individual attention
4. Staff understand
specific demands of
each customer
5. The appropriateness
of services
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RESPONSIVENESS
The ability to provide prompt services, immediate attention to
complaints and willingness to help
1. Staff give customer
prompt services
2. Staff always willing to
help customer
3. Staffs dealing
complaints efficiently
4. Customer needs in
accordance with
appropriate
adjustment
5. The effectiveness of
e-Aduan as a channel
use by Koperasi to
get complaints from
customer

SUGGESTIONS FOR IMPROVEMENT

Please recommend any aspects to improve the quality of the service
(if any).

THANK YOU FOR ANSWERING THIS QUESTIONNAIRE

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