Maintain Awareness of Staff on Service Quality, FPH UI Promotes Community Satisfaction Survey Results

“Without realizing it, we are on a journey and moving towards one destination. The entire FPH UI community and extended family must move with the changes. Movements of change will affect our lives, well-being, families, and beyond. Resistance to change can hinder the pace of the organization. We need to be aware of and overcome internal threats so that all elements of the faculty remain united in achieving goals. For that we all need to regularly self-evaluate what has been achieved and what obstacles are still being faced, and what things still need to be improved,” said the Dean of FPH UI, Prof. dr. Mondastri K. Sudaryo, M.S., D.Sc., at the plenary meeting on Wednesday, 7 December 2022 which was attended by all educational staff. One of the agenda at the plenary meeting, which was held in Hall A of FPH UI, was the presentation of the results of a community satisfaction survey by the Faculty Secretary of FPH UI, Nelasari, M.K.M.

As an educational service provider institution, FPH UI continues and invites service providers within the faculty to create spaces for continuous improvement. The initial step for continuous improvement starts with identifying service areas that still require improvement. Service areas that still require improvement can be identified from feedback and input from service users.

The public satisfaction survey was done based on the regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia No. 14 of 2017 concerning guidelines for compiling community satisfaction surveys for public service delivery units. FPH UI regularly conducts community satisfaction surveys every 6 months.

The community satisfaction survey was done based on 9 indicators: service requirements, service procedures, service time, costs/tariffs, product specifications for types of services, executor competence, executor behavior, complaint handling, and facilities and infrastructure. The FPH UI community satisfaction survey was held in August 2022 with respondents consisting of 105 internal respondents consisting of students and lecturers, then external respondents consisting of students, alums, and parents of students, as many as 228 respondents.

The community satisfaction survey results for FPH UI in 2022 show the satisfaction index of internal respondents is 3.36 and that of external respondents is 3.30 (scale 1-4: very dissatisfied – very satisfied). These results show a change from the results of the 2021 survey, where the satisfaction index of internal respondents was 3.37, and that of external respondents was 3.11.

“Through the dissemination of survey results, the faculty expects every service provider to be alert and aware that each service provided is directly assessed by stakeholders. This awareness building is, of course, in line with the development of integrity zones which bring a spirit of change to excellent public services characterized by fast, inexpensive, easy, and friendly services,” said Nelasari, M.K.M. Since last year, FPH UI has launched a service standard motto called #fkmuiSEHAT, namely Polite, Effective, Humane, Active, and Responsive. (sfc)