Survey Form

Survey Form – Water Dept

WELCOME
SECTION 1
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SECTION 8
SECTION 9
SECTION 10

Name Your Location / Area

Your District

Are you a Registered Water Consumer with Jabatan Air Negeri Sabah?

Yes

Type of Users

Residential (Households in urban, suburban, and rural areas)

Commercial (Businesses such as offices, malls, restaurants, and hotels)

Industrial (Factories and manufacturing units)

Institutional Users (Schools, hospitals, government buildings, and religious institutions)

Welfare Organisation

Recreational (Swimming pools, water parks, and golf courses)

EFFICIENCY

1.1 How would you rate the timeliness of the services provided by the Sabah’s Water Services Department? (Bagaimanakah anda menilai ketepatan masa perkhidmatan yang disediakan oleh Jabatan Air Negeri Sabah (JANS)?)

Very satisfied (Sangat memuaskan) (5)

Satisfied (Memuaskan) (4)

Neutral (3)

Dissastified (Tidak memuaskan) (2)

Very dissastified (Sangat tidak memuaskan) (1)

1.2 How often do you experience delays in receiving services from this department? (Berapa kerapkah anda mengalami kelewatan dalam menerima perkhidmatan daripada jabatan ini?)

Never (Tidak Pernah) (5)

Rarely (Jarang) (4)

Sometimes (Kadang-kala) (3)

Often (Kerap) (2)

Always (Sentiasa) (1)

1.3 What is your average wait time when accessing services from this department? (Berapakah purata masa anda menunggu semasa mendapatkan perkhidmatan daripada jabatan ini?)

1-3 days (hari) (5)

4-6 days (hari) (4)

1-2 weeks (minggu) (3)

2-4 weeks (minggu) (2)

4 weeks and above (minggu ke atas) (1)

1.4 Have you ever had to make multiple visits or calls to resolve a single issue? If so, how often? (Pernahkah anda perlu membuat beberapa lawatan atau panggilan untuk menyelesaikan suatu isu? Jika ya, berapa kerapkalinya?)

Never (Tidak Pernah) (5)

Rarely (Jarang) (4)

Sometimes (Kadang-kala) (3)

Often (Kerap) (2)

Always (Sentiasa) (1)

QUALITY OF SERVICE

2.1 How would you rate the overall quality of the services provided by the department? (Bagaimanakah anda menilai kualiti perkhidmatan yang disediakan oleh JANS?)

Excellent (Cemerlang) (5)

Good (Baik) (4)

Satisfied (Memuaskan) (3)

Dissatisfied (Tidak memuaskan) (2)

Very Dissatisfied (Sangat tidak memuaskan) (1)

2.2 How effectively are your issues or requests resolved by the department staff? (Adakah isu atau permintaan anda diselesaikan secara berkesan oleh kakitangan jabatan?)

Always resolved (Sentiasa diselesaikan) (5)

Usually resolved (Biasanya diselesaikan) (4)

Sometimes resolved (Kadang-kala diselesaikan) (3)

Rarely resolved (Jarang diselesaikan) (2)

Never resolved (Tidak diselesaikan) (1)

2.3 Do you find the staff knowledgeable and competent in handling your queries? (Adakah kakitangan jabatan berpengetahuan dan cekap dalam mengendalikan pertanyaan/ isu anda?)

Strongly agree (Sangat setuju) (5)

Agree (Setuju) (4)

Neutral (3)

Disagree (Tidak setuju) (2)

Strongly disagree (Sangat tidak setuju) (1)

2.4 Do you think the staff is ready to help when you need assisstance? (Adakah kakitangan sedia membantu apabila anda memerlukan bantuan?)

Strongly agree (Sangat setuju) (5)

Agree (Setuju) (4)

Neutral (3)

Disagree (Tidak setuju) (2)

Strongly disagree (Sangat tidak setuju) (1)

ETHICS AND INTEGRITY

3.1 Do you encounter any unethical behavior within the department? (Adakah anda menghadapi tingkah laku yang tidak beretika dalam jabatan ini?)

Never (Tidak pernah) (5)

Rarely (Jarang) (4)

Sometimes (Kadang-kala) (3)

Often (Kerap) (2)

Always (Sentiasa) (1)

3.2 How confident are you in the integrity of the department’s staff? (Sejauh manakah anda yakin dengan integriti kakitangan jabatan?)

Very confident (Sangat yakin) (5)

Confident (Yakin) (4)

Neutral (3)

Unconfident (Tidak yakin) (2)

Very unconfident (Sangat tidak yakin) (1)

3.3 Have you reported any unethical behavior to the relevant authorities? If yes, was the issue addressed? (Pernahkah anda melaporkan sebarang tingkah laku yang tidak beretika kepada pihak berkuasa yang berkaitan? Jika ya, adakah isu itu ditangani?)

No (Tiada) (5)

–

Yes, but it was addressed (Ya, tapi ia ditangani) (3)

–

Yes, and it was not addressed (Ya, tapi ia tidak ditangani) (1)

FAIRNESS

4.1 Do you think that the department treats all users equally? (Adakah jabatan itu melayan semua pengguna secara sama rata?)

Strongly agree (Sangat setuju) (5)

Agree (Setuju) (4)

Neutral (3)

Disagree (Tidak setuju) (2)

Strong disagree (Sangat tidak setuju) (1)

4.2 Have you or anyone you know experienced any form of favoritism or bias in dealing with this department? (Adakah anda atau sesiapa yang anda kenali mengalami sebarang isu pilih kasih atau berat sebelah semasa berurusan dengan jabatan ini?)

Never (Tidak pernah) (5)

Rarely (Jarang) (4)

Sometimes (Kadang-kala) (3)

Often (Kerap) (2)

Always (Sentiasa) (1)

4.3 Do you think performance of the department staff are based on merit? (Adakah prestasi kakitangan jabatan ini adalah berdasarkan merit (2)?)

Always (Sentiasa) (5)

Often (Kerap) (4)

Sometimes (Kadang-kala) (3)

Rarely (Jarang) (2)

Never (Tidak Pernah) (1)

MORALE AND CONDUCT

5.1 Based on your experience, do you think the staff are satisfied with their working conditions? (Berdasarkan pengalaman anda, adakah kakitangan berpuas hati dengan keadaan kerja mereka?)

Very Satisfied (Sangat memuaskan) (5)

Satisfied (Memuaskan) (4)

Neutral (3)

Dissatisfied (Tidak memuaskan) (2)

Very dissatisfied (Sangat tidak memuaskan) (1)

5.2 How often do you witness staff complaining about their work environment in front of customers? (Berapa kerapkah anda menyaksikan kakitangan mengadu tentang persekitaran tempat kerja mereka?)

Never (Tidak pernah) (5)

Rarely (Jarang) (4)

Sometimes (Kadang-kala) (3)

Often (Kerap) (2)

Always (Sentiasa) (1)

5.3 How would you rate the overall team spirit and collaboration among the staff you’ve observed? (Bagaimanakah anda menilai keseluruhan semangat berpasukan dan kerjasama dalam kalangan kakitangan?)

Excellent (Cemerlang) (5)

Good (Baik) (4)

Satisfied (Memuaskan) (3)

Dissatisfied (Tidak memuaskan) (2)

Very dissatisfied (Sangat tidak memuaskan) (1)

ATTITUDE AND BEHAVIOUR

6.1 Based on your interactions with the staff, do you feel that staff are enthusiastic about their jobs? (Berdasarkan interaksi anda dengan kakitangan, adakah kakitangan bersemangat dan berminat terhadap pekerjaan mereka?)

Strongly agree (Sangat setuju) (5)

Agree (Setuju) (4)

Neutral (3)

Disagree (Tidak setuju) (2)

Strongly disagree (Sangat tidak setuju) (1)

6.2 How would you rate the friendliness and professionalism of the staff during your dealings and interactions with them? (Bagaimanakah anda menilai keramahan dan profesionalisme kakitangan semasa berurusan dan berinteraksi dengan mereka?)

Excellent (Cemerlang) (5)

Good (Baik) (4)

Satisfied (Memuaskan) (3)

Dissatisfied (Tidak memuaskan) (2)

Very dissatisfied (Sangat tidak memuaskan) (1)

6.3 How often do you notice any signs of frustration or dissatisfaction among the staff? (Adakah anda memerhati sebarang tanda-tanda kekecewaan atau ketidakpuasan hati dalam kalangan kakitangan?)

Never (Tidak pernah) (5)

Rarely (Jarang) (4)

Sometimes (Kadang-kala) (3)

Often (Kerap) (2)

Always (Sentiasa) (1)

6.4 Do you think the staff take initiative to go beyond their job scope to help you? (Adakah kakitangan mengambil insiatif di luar lingkungan kerja mereka untuk membantu anda?)

Always (Sentiasa) (5)

Often (Kerap) (4)

Sometimes (Kadang-kala) (3)

Rarely (Jarang) (2)

Never (Tidak pernah) (1)

ACCESIBILITY AND CONVENIENCE

7.1 Do you think it is easy to access to the services of the department (e.g., online, in-person)? (Adakah anda rasa mudah untuk mengakses perkhidmatan jabatan ini (cth., dalam talian, secara bersemuka)?)

Very easy (Sangat mudah) (5)

Easy (Mudah) (4)

Neutral (3)

Difficult (Susah) (2)

Very difficult (Sangat susah) (1)

7.2 Do you think that the operating hours of the department suitable or convenient to you? (Adakah anda rasa waktu operasi jabatan itu bersesuaian untuk anda?)

Strongly agree (Sangat setuju) (5)

Agree (Setuju) (4)

Neutral (3)

Disagree (Tidak setuju) (2)

Strongly disagree (Sangat tidak setuju) (1)

7.3 Do you think the processes within the department streamlined (e.g., paperwork, application form, approval and etc.)? (Adakah anda rasa proses dalam jabatan diperkemas dan cekap (cth., kertas kerja, borang permohonan, kelulusan dan lain-lain)?)

Strongly agree (Sangat setuju) (5)

Agree (Setuju) (4)

Neutral (3)

Disagree (Tidak setuju) (2)

Strongly disagree (Sangat tidak setuju) (1)

7.4 Do you think the department’s services are accessible to all members of the community? (Adakah anda rasa perkhidmatan jabatan ini dapat diakses oleh semua anggota masyarakat?)

Strongly agree (Sangat setuju) (5)

Agree (Setuju) (4)

Neutral (3)

Disagree (Tidak setuju) (2)

Strongly disagree (Sangat tidak setuju) (1)

CLARITY OF COMMUNICATION

8.1 Do you find that the procedure and decision-making process within the department is tranparent? (Adakah tatacara dan proses membuat keputusan dalam jabatan adalah telus?)

Strongly agree (Sangat setuju) (5)

Agree (Setuju) (4)

Neutral (3)

Disagree (Tidak setuju) (2)

Strongly disagree (Sangat tidak setuju) (1)

8.2 Are you provided with clear information about the services and procedures of the department when you are dealing with the staff? (Adakah anda diberikan maklumat yang jelas tentang perkhidmatan dan prosedurnya semasa berurusan dengan kakitangan jabatan ini?)

Strongly agree (Sangat setuju) (5)

Agree (Setuju) (4)

Neutral (3)

Disagree (Tidak setuju) (2)

Strongly disagree (Sangat tidak setuju) (1)

8.3 Do you receive updates from time to time about the status of your requests or applications? (Adakah anda menerima maklumat terkini dari semasa ke semasa tentang status permintaan atau permohonan anda?)

Always (Sentiasa) (5)

Often (Kerap) (4)

Sometimes (Kadang-kala) (3)

Rarely (Jarang) (2)

Never (Tidak pernah) (1)

USE OF RESOURCES

9.1 How well do you think the department to act and utilizes its resources (e.g., time, personnel) to serve the public efficiently? (Pada pendapat anda, adakah jabatan ini melaksanakan tugas dan menggunakan sumbernya dengan cekap (cth., masa, kakitangan) untuk berkhidmat kepada anggota masyarakat?)

Excellent (Cemerlang) (5)

Good (Baik) (4)

Satisfied (Memuaskan) (3)

Dissatisfied (Tidak memuaskan) (2)

Very dissatisfied (Sangat tidak memuaskan) (1)

9.2 Do you think that the department has sufficient staff and resources to handle its operation and services efficiently? (Adakah anda rasa bahawa jabatan ini mempunyai kakitangan dan sumber yang mencukupi untuk mengendalikan operasi dan perkhidmatannya dengan cekap?)

Strongly agree (Sangat setuju) (5)

Agree (Setuju) (4)

Neutral (3)

Disagree (Tidak setuju) (2)

Strong disagree (Sangat tidak setuju) (1)

9.3 How has your perception of the department changed over the past five (5) years? (Bagaimanakah persepsi anda terhadap perubahan jabatan tersebut dalam tempoh lima (5) tahun yang lalu ini?)

Improved (Bertambah baik) (5)

–

Remained the same (Tetap sama) (3)

–

Worsened (Bertambah buruk) (1)

RECOMMENDATION / GENERAL FEEDBACK

10.1 Are you satisfied with the department’s approach to promoting both efficiency and integrity? (Adakah anda berpuas hati dengan pendekatan jabatan untuk mempromosikan kecekapan dan integriti dalam kalangan kakitangan?)

Very satisfied (Sangat memuaskan) (5)

Satisfied (Memuaskan) (4)

Neutral (3)

Dissatisfied (Tidak memuaskan) (2)

Very dissatisfied (Sangat tidak memuaskan) (1)

10.2 What improvements would you suggest to enhance the department’s staff efficiency and integrity? (Open-ended) (Apakah penambahbaikan yang anda cadangkan untuk meningkatkan kecekapan dan integriti kakitangan jabatan ini? (Terbuka))

10.3 Please provide any comments or suggestions regarding the efficiency and integrity of the department’s staff (if any). (Sila berikan sebarang komen atau cadangan mengenai kecekapan dan integriti kakitangan jabatan ini (jika ada).)