USER SATISFACTION SURVEY

The Quality Assurance Team of the Faculty of Science and Mathematics conducts a user satisfaction survey with the following objectives:

1.	To measure the extent to which service delivery has been carried out by service units.
2.	To measure the satisfaction of users as service recipients.
3.	To identify weaknesses or strengths in service quality in each service unit.
4.	To serve as input for setting follow-up plans to improve service quality.
5.	To provide feedback for improving service quality.

The user satisfaction survey is conducted by distributing questionnaires to lecturers, education staff, students, cooperation partners, and alumni users as respondents. The questionnaire is issued by the Quality Assurance Team of the Faculty of Science and Mathematics, Diponegoro University. Descriptive analysis of the survey results is carried out to obtain perspectives from each measured aspect. The survey measurement mechanism is as follows:

1.	Measurement Frequency: the user satisfaction survey is conducted periodically at the end of each year.
2.	Measurement Time: measurements are carried out at the beginning of December.
3.	Mechanism: the questionnaire is filled out easily online and can be accessed anytime and anywhere during the response period.
4.	Questionnaires are distributed to lecturers, education staff, students, cooperation partners, and alumni users.

Survey score data from lecturers, education staff, students, cooperation partners, and alumni users for each service quality aspect are processed to obtain the average satisfaction level. Next, the user satisfaction index is calculated using the grand mean (the average of averages). The user satisfaction index is determined based on score ranges as shown in the following table.

No.	Criteria	Score
1.	Very Good	4
2.	Good	3
3.	Fairly Good	2
4.	Less Good	1

To describe the achievement criteria of respondents based on a certain characteristic, an overview of the Respondent Achievement Level Index is needed. Therefore, in each survey measurement, a “Master Scale” is always created—an instrument that generally indicates five levels of a particular characteristic. The representation of a master scale for those characteristics is shown in the following table.

No.	Criteria	TCR Index
1.	Very Good	3,51 – 4,00
2.	Good	3,01 – 3,50
3.	Fairly Good	2,51 – 3,00
4.	Less Good	1,00 – 2,50

The questionnaire forms can be accessed via the following links:

1.	Lecturer Satisfaction Survey Form.
2.	Education Staff Satisfaction Survey Form.
3.	Student Satisfaction Survey Form.
4.	Cooperation Partner Satisfaction Survey Form.
5.	Alumni User Satisfaction Survey Form.

Survey results can be accessed via the following links:

1.	Lecturer Satisfaction Survey Results.
2.	Education Staff Satisfaction Survey Results.
3.	Student Satisfaction Survey Results.
	○	Study Program Bachelor Biologi.
	○	Study Program Bachelor Bioteknologi.
	○	Study Program Master Biologi.
	○	Study Program Doctoral Sains Dan Matematika.
	○	Study Program Bachelor Fisika.
	○	Study Program Master Fisika.
	○	Study Program Professional Fisikawan Medik.
	○	Study Program Bachelor Informatika.
	○	Study Program Bachelor Kimia.
	○	Study Program Master Kimia.
	○	Study Program Bachelor Matematika.
	○	Study Program Master Matematika.
	○	Study Program Bachelor Statistika.
4.	Cooperation Partner Satisfaction Survey Results.
5.	Alumni User Satisfaction Survey Results.
	○	Study Program Bachelor Biologi.
	○	Study Program Bachelor Bioteknologi.
	○	Study Program Master Biologi.
	○	Study Program Doctoral Sains Dan Matematika.
	○	Study Program Bachelor Fisika.
	○	Study Program Master Fisika.
	○	Study Program Professional Fisikawan Medik.
	○	Study Program Bachelor Informatika.
	○	Study Program Bachelor Kimia.
	○	Study Program Master Kimia.
	○	Study Program Bachelor Matematika.
	○	Study Program Master Matematika.
	○	Study Program Bachelor Statistika.

Follow-up actions and improvements from the Satisfaction Survey results can be accessed via the following links :

1.	Follow-up Actions and Improvements for Lecturer Satisfaction Survey Results.
2.	Follow-up Actions and Improvements for Education Staff Satisfaction Survey Results.
3.	Follow-up Actions and Improvements for Student Satisfaction Survey Results.
4.	Follow-up Actions and Improvements for Cooperation Partner Satisfaction Survey Results.
5.	Follow-up Actions and Improvements for Alumni User Satisfaction Survey Results.