1. CUSTOMER SATISFACTION INDEX (CSI) REPORT 2014
UNIVERSITI TEKNOLOGI MALAYSIA

2. UTM CUSTOMER SATISFACTION INDEX (CSI) REPORT 2014
Summary:
Duration of survey : 8 Dec – 20 Dec 2014
Sample: Academic staff, PPP staff, UTM Student, Alumni and guest.
Data Collection: Online Questionnaire.
Total Samples: 2420 [ Valid Samples 1212 ]

3. UTM CUSTOMER SATISFACTION INDEX (CSI) REPORT 2014
Data Analysis:
Demographic Statistic
 You are?
Frequency
Percent
Valid Percent
Cumulative Percent
Valid
Other 30
2.5
I'm an academic staff
272
22.4
24.9
I'm a non-academic staff
423
34.9
59.8
I'm a student
454
37.5
97.3
I'm a UTM Alumni 33
2.7
100.0
Total
1212

4. UTM CUSTOMER SATISFACTION INDEX (CSI) REPORT 2014
Data Analysis:
Demographic Statistic
Others
Total Respondents:
All respondents : 2420 samples
Valid Respondents : 1212 samples

5. UTM CUSTOMER SATISFACTION INDEX (CSI) REPORT 2014
Data Analysis:
Finding
ALL CSI
(3.23/5)*100 = 64.6%

6. Descriptive StatisticsN
Minimum
Maximum
Mean
Std. Deviation
Statistic
Std. Error
RS1. Able to get a clear and timely response.
1212 5
3.25
.038
1.313
RS2. Willing to provide services beyond expectation.
3.13
.039
1.344
RS3. Capable and accountable when dealing with issues.
3.20
1.349
EM1. Understanding and support shown in response to a request made.
.037
1.286
EM2. Understand and fulfill requirements in delivering its services.
1.308
EM3. Made the effort to acquire feedback to improve its service.
3.08
RL1. Able to deliver the service promised.
3.27
1.310
RL2. Able to get things right the first time.
3.16
1.288
RL3. Able to get consistent information when dealing with different staff.
1.300
RL4. Able to get a timely response/service.
3.15
1.332
AS1. Service delivered enabling UTM to achieve its mission and vision.
1.294
AS2. Competency level shown by staff.
3.24
1.282
AS3. Rule and procedures are user friendly.
3.10
1.326
AS4. Respectful and positive attitudes shown by staff.
3.36
1.303
TG1. Image potrayed by staff through their behaviour.
3.32
.036
1.262
TG2. Comfortable when dealing with the staff.
3.29
TG3. Physical image of the office.
3.47
.035
1.220
Valid N (listwise)
UTM CUSTOMER SATISFACTION INDEX (CSI) REPORT 2014
Data Analysis:
Finding

7. Descriptive Statistics
UTM CUSTOMER SATISFACTION INDEX (CSI) REPORT 2014
Data Analysis:
Finding
Descriptive Statistics N
Minimum
Maximum
Mean
Std. Deviation
MEANRS2
1212
.00
5.00
3.1931
MEANEMv2
3.1771
MEANRLv2
3.1764
MEANASv2
3.2259
MEANTGv2
3.3600
MEANALLv2
3.2265
Valid N (listwise)
ALL CSI
(3.23/5)*100 = 64.6%