UIN Yogyakarta-UIN Mataram hosted an intensive three-day training on the preparation of user satisfaction survey guides and instruments (April 5-7, 2021) at Hotel Jayakarta Senggigi Mataram.
Our two faculty members, Dr Syaugi and Yusuf Asyahri ME participated in the training.
In satisfaction surveys, a direct causal relation is presupposed between the quality of a certain service delivery and user satisfaction. If service quality increases, satisfaction is assumed to increase as well. In reality, however, this is not always the case.
“Satisfaction is difficult to measure and very service- specific. In methodologically sound satisfaction surveys, clients are not only asked about their satisfaction with a certain aspect, but also about the importance of these aspects,” said Vice Dean Dr Syaugi.
Yusuf Asyahri said, “We all have biases, and this training helped me expand on the work that we all need to do to make better instruments and judgments.”