BORANG KAJI SELIDIK KEPUASAN PELANGGAN KEMENTERIAN PEMBANGUNAN BANDAR & SUMBER ASLI 2018
CUSTOMER SATISFACTION SURVEY FORM - MINISTRY OF URBAN DEVELOPMENT & NATURAL RESOURCES
SELAMAT DATANG & WELCOME..
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SECTION A :
KATEGORI (CATEGORY)
BAHAGIAN BERURUSAN (DEALT SECTION)
SECTION B :
PEMARKAHAN (RATINGS)
1 = TIDAK SETUJU (STRONGLY DISAGREE)
2 = KURANG SETUJU (DISAGREE)
3 = SEDERHANA SETUJU (SOMEWHAT AGREE)
4 = SETUJU (AGREE)
5 = SANGAT SETUJU (STRONGLY AGREE)
PENYAMPAIAN PERKHIDMATAN PELANGGAN (CUSTOMER SERVICE PERFORMANCE)
1
2
3
4
5
MEMBERI MAKLUMAT YANG DIPERLUKAN DENGAN CEPAT (PROVIDE REQUIRED INFORMATION IN TIMELY MANNER)
MEMBERI MAKLUMAT YANG DIPERLUKAN DENGAN TEPAT DAN BOLEH DIPERCAYAI (PROVIDE REQUIRED INFORMATION IN PRECISE & RELIABLE MANNER)
MUDAH BERURUSAN (EASE OF DOING BUSINESS)
KONSISTEN DALAM MEMBUAT KEPUTUSAN (CONSISTENCY IN MAKING DECISION)
MENEPATI KEPERLUAN PELANGGAN (MEETING CUSTOMER’S NEEDS)
PROFESIONALISME DAN KEPAKARAN (PROFESSIONALISM AND EXPERTISE)
1
2
3
4
5
MEMBERI LAYANAN MESRA, SOPAN DAN SEDIA MEMBANTU (COURTEOUS, FRIENDLY SERVICES & WILLING TO ASSIST)
PEKA DAN PRIHATIN UNTUK MEMBANTU MENYELESAIKAN MASALAH / ADUAN (ATTENTIVE & CONCERN IN RESOLVING PROBLEMS / COMPLAINTS)
KAKITANGAN YANG BERPENGETAHUAN DAN BERINTEGRITI DALAM MENGURUS ADUAN / PERMOHONAN (KNOWLEDGEABLE & DISPLAY INTEGRITY IN HANDLING COMPLAINTS / APPLICATION)
MENJAWAB PANGGILAN TELEFON DENGAN SEGERA DAN BERHEMAH (COURTEOUS & PROMPT IN ANSWERING PHONE CALLS)
MEMATUHI PIAGAM PELANGGAN DAN PROSEDUR KERJA (COMPLYING WITH CLIENT’S CHARTER & WORK PROCEDURES)
PRASARANA DAN KEMUDAHAN (INFRASTRUCTURE AND FACILITIES)
1
2
3
4
5
SUASANA PEJABAT YANG SESUAI UNTUK PELANGGAN (CONDUSIVE OFFICE CONDITION FOR CUSTOMERS)
RUANG MENUNGGU / RUANG PERBINCANGAN YANG SELESA (COMFORTABLE WAITING / DISCUSSION AREA)
KAUNTER URUSAN YANG MESRA PELANGGAN (CUSTOMER-FRIENDLY SERVICE COUNTER)
PAPAN TANDA ARAH / PETUNJUK YANG JELAS (CLEAR SIGNAGES)
LAMAN WEB YANG MENARIK, TERKINI & BERINFORMASI (INFORMATIVE, CURRENT & ATTRACTIVE WEBSITE)
SECTION C :
PEMARKAHAN (RATINGS)
1 = TIDAK MEMUASKAN (VERY BAD)
2 = KURANG MEMUASKAN (BAD)
3 = SEDERHANA BAIK (AVERAGE)
4 = BAIK (GOOD)
5 = SANGAT BAIK (VERY GOOD)
PERSEPSI KESELURUHAN (OVERALL RATING)
1
2
3
4
5
KEBERKESANAN (EFFICIENCY)
KEMESRAAN (FRIENDLINESS)
KESEDIAAN MEMBANTU (READINESS TO PROVIDE ASSISTANCE
PROFESIONALISM (PROFESSIONALISM)
KUALITI (QUALITY)
KOMEN & CADANGAN PENAMBAHBAIKAN (COMMENT & SUGGESTION)
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