REPORT ON THE IMPLEMENTATION OF THE STAKEHOLDER SATISFACTION SURVEY ON MANAGEMENT SERVICES.

• Time and Place

The stakeholder satisfaction survey of the management services of the Faculty of Industrial Technology, Universitas Trisakti was conducted in October – November 2022. The survey team worked for four months consisting of lecturers and tendik staff from Division 4 (Public Relations, Planning & Development and Cooperation and Affiliation) of the Faculty of Industrial Technology.

• Respondents and Sampling Methods

The parties participating in the stakeholder satisfaction survey activities were grouped into 2 parts, namely internal stakeholders consisting of students, lecturers, education staff, graduates, users and partners with a consecutive number of samples obtained, namely 205 students, 57 lecturers, 47 education staff, 106 graduates, 71 users and 15 partners. In this survey, sampling was carried out using a sampling method where the sample taken from the population must be representative of the population characteristics.

• Data Collection Methods and InstrumentsQuestionnaires of student, lecturer, education staff and partner satisfaction were conducted online through the following google form link:

❖https://bit.ly/Survey_Kepuasan_Mahasiswa_FTI_USAKTI (Student Satisfaction Survey)

❖https://bit.ly/Survey_Dosen_FTI (Lecturer Satisfaction Survey)

❖https://bit.ly/Survey_Tendik_FTI (Education Personnel Satisfaction Survey)

❖https://bit.ly/Survey_Kepuasan_Mitra_FTI_USAKTI (Partner Satisfaction Survey)

The data collection instrument or assessment questionnaire contains a description of the measurement of stakeholder satisfaction with management services which include operational leadership, good governance, governance development policies, organizational legality and work procedures established by universities, quality assurance systems and cooperation. Operational leadership is shown through the ability to mobilize internal resources optimally in carrying out tridharma towards the achievement of VMTS.

• Measurement Method

Respondents’ responses to each question item are measured using a Likert Scale with the following criteria: Likert Scale Responses (Very Good 4 Good 3 Fair 2 Less Good 1)

The factors assessed to measure stakeholder satisfaction with the management services of the Faculty of Industrial Technology, Trisakti University are as follows:

1. Internal stakeholders’ understanding of the Vision and Mission of FTI
2. Reliability is the ability of lecturers, education personnel and managers to provide

• Responsiveness: the willingness of lecturers, education personnel, and managers to help students and provide services with
  Tangible aspects are an assessment of the adequacy, accessibility, quality of facilities & infrastructure.

1. Tangible aspect is an assessment of the adequacy, accessibility, quality of facilities & infrastructure.
2. Assurance aspect: the ability of lecturers, education staff, and managers to provide confidence to students that the services provided are in accordance with the requirements of the program.
3. The Empathy aspect is the willingness / concern of lecturers, education staff and managers to pay attention to students, in the form of opportunities to continue their studies to a higher level, the existence of reward and punishment schemes, recognition, mentoring that are implemented to motivate and support the implementation of tridharma, as well as employment regulations related to dismissal and retirement are well planned and implemented and the involvement of lecturers and education staff in making important decisions.

• Survey Results

The recapitulation of the results of the stakeholder satisfaction survey on the management services of the Faculty of Industrial Technology, Trisakti University is as follows:

1. 35% of internal stakeholders have a very good understanding of the Vision and Mission, 61% are good and only 4% are not good enough. They have also applied the Vision and Mission to carry out their duties and activities, very well (23%), well (68%), and quite well only 9%
2. Regarding the measurement of student satisfaction with USakti FTI management services, the following data were obtained:

• Regarding the Reliability aspect, students rated it very good (56.01%), good (37.99%), quite good (5.59%) and 0.41% rated it poorly.
• Regarding the aspect of Responsiveness, students rated it as very good (45.25%), good (39.57%), quite good (12.4%) and 2.78% rated it less
  good
• Regarding the aspect of Certainty, students rated it as very good (56.55%), good (37.25%), quite good (5.57%) and 0.63% rated it lessgood
• Regarding the aspect of Empathy, students rated it as very good (45.25%), good (38, 82%), quite good (13.47%) and 2.46% rated lessgood
• Related to the aspect of Measurability, students rated it very good (56.6%), good (34.94%), quite good (6.53%) and 1.93% rated less good

• Improvement Plan

1. Increased socialization and supervision of the achievement of the Vision and Mission of FTI Usakti, so that at least 50% of internal stakeholders. This is necessary to increase the success of achieving the Vision and Mission
2. Increase significant efforts so that the following year the reliability assessment is very good at least 70%
3. Improve management services and learning performance by lecturers, so that responsiveness to student needs gets a very good assessment of at least 75%
4. Improving the soft skills of lecturers and staff, especially in communicating with other stakeholders, so that appreciation of the empathy aspect is very good at least 70%
5. Improving the quality and availability of facilities and resources needed by stakeholders, so that the appreciation of the tangible aspect is very good at least 75%

Jakarta, October 12, 2022

Field 4 FTI Usakti
Public Relations, Development Plan

• Laporan Pelaksanaan Survei Tahun 2022 
• Laporan Pelaksanaan Survei Tahun 2024