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1 Dominic Martin Students satisfaction survey
SECTION ONE
INTRODUCTION
This chapter presents the introduction information about
students satisfaction. It presents student satisfaction, university
student satisfaction, statement of the problem, objectives of the
study and significance of the study.
1.1 Student satisfaction
Satisfaction is a personal feeling of pleasure that results from
comparing products perceived performance to their expectation
(ONeill, 2003). Due to an increasingly competitive and dynamic
educational environment, as well as numerous challenges,
universities are becoming more aware of the importance of the
student satisfaction (Usman, 2010).
1.2 University student satisfaction
University student satisfaction is the assessment of the
services provided by universities (Wiers-jenssen, et al, 2002). The
study involved ten drivers which were used to measure the level of
satisfaction, University student satisfaction drivers found at this
study were teaching, administrative support, hostels, computer
laboratory, laboratory, library, transport, medical facilities,
sport facilities, classroom facilities. Those drivers used to
measure the level of satisfaction of the students at UDOM.
Petruzzellis et al, (2006) have seen customer satisfaction as a
result of students assessment of a service based on comparison of
the perception of service delivery with their prior
expectations.
1.3 Statement of the problem
The government of Tanzania has shown effort to make sure that
universities provide good services to the students. The government
has established new public colleges and universities to meet
demands of Tanzania population especially in provision of
education. Moreover, private institutions establish and run private
universities.
Despite the efforts made by the government still students have
been complaining about poor services they get from universities.
This has led to strikes and boycotts of classes. Complaints by
students indicate weakness in services provided in
universities.
In Tanzania UDOM is the one among universities that experienced
complains from students, strikes and boycotts of classes. Due to
that, this study conducted in UDOM to focus directly on issues of
quality development in order to insure that, educational standards
are high by focusing on areas that needs improvements within UDOM.
Also there is no such study that has been conducted within
UDOM.
1.4 Objectives of the study
1.4.1 Main objective
The fundamental objective of this study was to measure the level
of students satisfaction at the University of Dodoma.
1.4.2 Specific objectives
Specifically the study intended,
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2 Dominic Martin Students satisfaction survey
1. To measure students satisfaction on the University of Dodoma
administration.
2. To measure the level of academic satisfaction of students at
University of Dodoma.
3. To measure the level of satisfaction obtained from
entertainments within the
University.
4. To measure students satisfaction on services provided within
the University.
5. To measure students satisfaction on students representative
council (UDOSO)
1.5 Significance of the study
The study has been helpful in identifying factors affecting
satisfaction at the UDOM, Also the study has been the basis for
improvement and the findings of the study are important for UDOM
and other educational institutional, so as to make changes over
time and to facilitate improvement on students satisfaction.
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3 Dominic Martin Students satisfaction survey
SECTION TWO
RESEARCH METHODOLOGY
Introduction
This chapter describes how the study was conducted. It presents
a study area, population, data source, sampling procedures, sample
size, data collection methods, data analysis and processing,
conclusion, study limitations and recommendations.
2.1 Study area
The study was conducted at the University of Dodoma within six
colleges (education, humanities and social science, informatics and
virtual education, natural and mathematical science, health science
and earth science).The research was conducted at all six colleges
of UDOM in order to obtain the real representative sample of the
population of the whole university.
2.2 Population
The population of UDOM was finite comprises of 13442 students at
the year 2012/2013.
2.3 Data source
The study involved the use of primary data since data was
collected directly from the respondents at UDOM.
2.4 Sample size
The study considered the number of students selected to each
college and their response, this was among the variables to explain
all about students satisfaction of the selected colleges. The study
used the sample size of 640 students out of all students registered
in academic year 2012/2013.The selected sample size considered the
time and cost of conducting research.
2.5 Sampling procedure
The study adopted stratified sampling technique since the
population was divided into six colleges and it was having non
homogenous population and in each stratum simple random sampling
technique was used to collect the data. Sample size in each college
was selected as in the table below presented.
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4 Dominic Martin Students satisfaction survey
Table 1: Table showing sample size selected in each college.
(Data extracted from the university of Dodoma administration
offices).
College Total No. of students Selected sample
Earth science 375 18
Health science 814 39
Natural and mathematical science 874 42
Informatics and virtual education 1378 65
Education 4140 197
Humanities and social science 5861 279
Total 13442 640
2.6 Data collection methods
The study used structured questionnaire as a tool for primary
data collection since it enabled to collect more information, also
the study adopted simple random sampling on collecting data. A
researcher collected the total of 40 questionnaires from the
respondent at the school of educational studies college of
education at UDOM.
2.6.1 Questionnaire
The questionnaire was provided to the respondents who read and
answered the questions asked. Most of the questions were the closed
ended questions and only one question was an open ended
question.
2.7 Data analysis and processing
Data was analyzed and processed by using computer software known
as statistical package for social science (SPSS).This was because
of its availability as compared to other software which were
relative expensive. The method used to present data was descriptive
since the study involved presentation of graphs and tables.
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5 Dominic Martin Students satisfaction survey
SECTION THREE
DATA RESULTS AND PRESENTATION
This chapter presents and discusses the findings of the study.
The chapter contains five parts which are characteristics of the
respondent, administration satisfaction, library services
satisfaction, teaching satisfaction, and overall satisfaction.
3.1 Characteristics of respondents
The sample of 40 students from the University of Dodoma, College
of education, and school of educational studies were selected. The
entire sample consists of 50 percent male and 50 percent female.
Both male and female participated full during the study thus the
data appear to be equal in sex of respondent. And an average age
was 24 years old that means most of the student at UDOM are of 24
years.
Figure 3.2: age of respondent
Age 29 27 26 25 24 23 22 21 20
12
10
8
6
4
2
0
Figure 3.1: sex of respondent
Sex of respondent Female Male
Frequency
20
15
10
5
0
Frequency
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6 Dominic Martin Students satisfaction survey
Data collected from first year students to third year students.
37.5 percent was second year and third year while 25 percent came
from first year. A researcher considered many Second year students
and third year students since they were having an experience with
the university compared to first year students. Table 3.1
illustrated year of study percent
Table 3.1: Year of study
Frequency Percent Valid Percent Cumulative Percent
Year I 10 25.0 25.0 25.0
Year II 15 37.5 37.5 62.5
Year III 15 37.5 37.5 100.0
Total 40 100.0 100.0
Data collected from all degree programmes found at the school of
educational studies in the college of education. BED in arts found
to be many since they were willing to be involved in the study than
other degree programmes and they found to be many at the school of
educational studies. The table 4.3 below has been illustrated the
percent of degree programme selected.
Figure 4.3: Degree programme
7.5% 5% 5% 15% 30% 15% 7.5% 15% 7.5% 15%
BED in special needs BED in psychology
BED in policy planning management
BED in management and administration
BED in guidance and counseling
BED in early childhood education
BED in arts
BED in adult education and community development
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7 Dominic Martin Students satisfaction survey
3.2 Administration satisfaction
As illustrated in table 3.2, 4.03 percent of respondents were
very dissatisfied with administration, 12.74 percent of the
students were somewhat satisfied with administration, 24.94 percent
of the students were neither satisfied nor dissatisfied with
administration 43.46 percent of the students were somewhat
satisfied with administration and 14.81 percent of the students
were very satisfied with administration. And most of the
respondents are somewhat satisfied.
Table 3.2: Administrative support
Very dissatisfied
Somewhat dissatisfied
Neither satisfied nor dissatisfied
Somewhat satisfied
Very satisfied
Behavior of central administrator
response 1 5 7 22 5
% 2.5 12.5 17.5 55 12.5
Behavior of college administrators
response 1 6 6 19 8
% 2.5 15 15 47 20
Behavior of secretarial staff response 2 6 13 14 4
% 5 15 32.5 35 10
Administrative support of central administrators
response 2 2 8 19 9
% 5 5 20 47.5 22.5
Administrative support of college administrators
response 1 5 5 22 7
% 2.5 12.5 12.5 55 17.5
Administrative support of secretarial staff
response 2 6 10 17 5
% 5 15 25 42.5 12.5
Banking facilities response 3 8 7 16 6
% 7.5 20 17.5 40 15
average Response 1.71 5.4 10.57 18.42 6.28
% 4.03 12.74 24.94 43.46 14.81
58 percent of the students at UDOM are satisfied with
administration services provided.
In a similar study conducted at the SIAST in Canada, Student
satisfaction survey report
2009/2010 indicated that 92 percent of respondent who used
registration services in
2009/2010 satisfied with the services provided. This is
different from UDOM since the percent
of satisfied at UDOM is less compared to SIAST.
If there is poor administration services means students will not
be satisfied at all at the
university since administration is the most important service to
students. The result shows that
there is need to improve administration services, also
respondents were not satisfied much on
banking facilities that mean needs to be improved, also other
respondents were commented on
the bad answers they were given when they went to the central
administrators or college
administrators to get services or help, Other respondents
commented that there is need to
increase the number of staffs, administration of UDOM should be
improved so as students to
be satisfied at all.
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8 Dominic Martin Students satisfaction survey
3.3 Library service satisfaction
As shown on the table 3.3 respondents who used UDOM libraries
were 12.5 percent very
dissatisfied, 22.15 percent somewhat dissatisfied, 15.73 percent
neither satisfied nor
dissatisfied, 38.23 percent somewhat satisfied, 11.43 percent
very satisfied. Most of the
respondents were somewhat satisfied.
Table 3.3: Library satisfaction
The results show that 50 percent of the students are satisfied
with the library services at UDOM.
In a study conducted at the Convenant University in Nigeria A
use of academic library, found
that 95.2 percent of the students were satisfied with the
library services.
50 percent of the respondent satisfied with teaching at UDOM
which is inconsistency with the findings from Covenant University
in Nigeria was 95.2 percent satisfied with the library
services.
Academic of the student is improved by sufficient provided
library services. If there are poor library services provided means
academic performance of the students will be low. The results shows
that respondents were in need of sufficient library services mostly
on providing updated text books, increase library timings and
availability of magazine should be improved.
3.4 Teaching satisfaction
As illustrated in table 3.4, 4.78 percent of students were very
dissatisfied with teaching staff, 14.13 percent of students were
somewhat dissatisfied, 17.37 percent students were neither
satisfied nor dissatisfied, 44.56 percent students were somewhat
satisfied and 18.04 percent students were very satisfied with
teaching. Most of the student were somewhat satisfied.
Very dissatisfied
Somewhat dissatisfied
Neither satisfied nor dissatisfied
Somewhat satisfied
Very satisfied
Availability of text books response 9 8 6 15 2
% 22.5 20 15 37.5 5
Availability of supporting books
response 6 15 6 12 1
% 15 37.5 15 30 2.5
Availability of research journals
response 5 8 10 13 4
% 12.5 20 25 32.5 10
Availability of newspaper/magazine
response 6 8 8 13 5
% 15 20 20 32.5 12.5
Library timings response 3 6 6 19 6
% 7.5 15 15 47.5 15
Facilities at library response 2 11 5 18 4
% 5 27.5 12.5 45 10
Behavior of library staff response 4 6 3 17 10
% 10 15 7.5 42.5 25
Average response 5 8.86 6.29 15.29 4.57
% 12.5 22.15 15.73 38.23 11.43
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9 Dominic Martin Students satisfaction survey
Table 3.4: Teaching
Very dissatisfied
Somewhat dissatisfied
Neither satisfied nor dissatisfied
Somewhat satisfied
Very satisfied
Teachers communication Response in % 2.5 15 5 55 22.5
Lecturer delivery Response in % 2.5 10 22.5 45 20
Research activities Response in % 15 15 35 30 5
Nature of assignment or class tasks
Response in % 5 12.5 15 37.5 30
Examination grades Response in % 5 10 10 52.5 20
Examination procedures Response in % 5 12.5 7.5 50 25
Teachers attitude towards class Response in % - 17.5 10 52.5
20
Teachers respect for the students Response in % 2.5 10 12.5 55
20
Teachers provide extra consultation
Response in % 2.5 12.5 15 55 12.5
Teachers provide additional material for reading
Response in % 2.5 20 30 25 22.5
Teacher provide feedback on assignment
Response in % - 10 7.5 50 32.5
Permanent senior teacher Response in % 10 15 20 42.5 12.5
Permanent junior teachers Response in % 5 10 15 55 15
Permanent male teachers Response in % - 7.5 17.5 50 25
Permanent female teachers Response in % 7.5 17.5 27.5 40 7.5
Part time teachers Response in % 15 22.5 22.5 20 20
The amount of homework set is appropriate for my year level
Response in % 2.5 12.5 10 45 30
friendliness of teaching staff Response in % 5 12.5 27.5 37.5
17.5
Approachability of teaching staff Response in % 5 12.5 17.5 52.5
12.5
Respect of your feelings, concerns and opinions
Response in % 5 25 17 40 12.5
Concern shown when you have a problem
Response in % 7.5 20 25 35 12.5
Availability of staff Response in % 5 10 10 47.5 25
Competence of staff Response in % - 10 20 52.5 17.5
Average In % 4.78 14.13 17.37 44.56 18.04
In the similar study conducted at SIAST in Canada, student
satisfaction survey report 2009/2010, 87 percent of the respondent
who used the learning services were satisfied with the services
received.
The results of UDOM showed that 63 percent of the students are
satisfied with teaching. This is inconsistency from findings from
SIAST (87 percent of the respondent satisfied with the learning
services).
If teaching services are poor provided to students means
students will not be satisfied with teaching within the university.
The result show that UDOM needs to employ more permanent teachers,
also the university should have a competence based curriculum.
Respondents were in need of UDOM to increase availability of
learning materials. Also other respondents were
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10 Dominic Martin Students satisfaction survey
commenting on number of students compared to the lecture halls,
were by number of students is high compared to class facilities
such as chairs and multimedia. Time table also must be delivered on
approach time. This concludes that UDOM needs to improve its
teaching services to the students so as to increase satisfaction to
its students.
3.5 overall satisfactions
Table 3.5: overall satisfaction index
importance mean weighted factor(%) satisfaction mean weighted
score(%)
0.903 1.644179822 0.899 1.47811766
0.883 1.607763879 0.74 1.18974527
0.691 1.258170827 0.888 1.117255695
0.844 1.53675279 0.875 1.344658692
0.917 1.669670982 0.81 1.352433495
0.79 1.438429745 0.927 1.333424373
0.776 1.412938585 0.836 1.181216657
0.897 1.633255039 0.791 1.291904736
0.914 1.664208591 0.748 1.244828026
0.831 1.513082427 0.887 1.342104113
0.886 1.61322627 0.762 1.229278418
0.881 1.604122285 0.864 1.385961654
0.9 1.63871743 0.885 1.450264926
0.804 1.463920905 0.858 1.256044136
0.893 1.62597185 0.831 1.351182608
0.784 1.427504962 0.877 1.251921851
0.869 1.582272719 0.864 1.367083629
0.917 1.669670982 0.891 1.487676845
0.697 1.26909561 0.864 1.096498607
0.922 1.678774968 0.844 1.416886073
0.95 1.729757288 0.884 1.529105442
0.958 1.744323665 0.876 1.52802753
0.94 1.711549316 0.929 1.590029315
0.88 1.602301488 0.863 1.382786184
0.899 1.636896633 0.836 1.368445585
0.816 1.48577047 0.67 0.995466215
0.873 1.589555908 0.805 1.279592506
0.789 1.436608947 0.857 1.231173868
0.878 1.598659893 0.867 1.386038127
0.856 1.558602356 0.898 1.399624916
0.834 1.518544819 0.831 1.261910745
0.821 1.494874456 0.866 1.294561279
0.858 1.56224395 0.769 1.201365598
0.955 1.738861273 0.921 1.601491233
0.849 1.545856776 0.889 1.374266674
0.911 1.658746199 0.792 1.31372699
0.933 1.698803736 0.915 1.554405419
0.952 1.733398882 0.905 1.568725988
0.92 1.675133373 0.877 1.469091968
0.951 1.731578085 0.891 1.542836074
0.929 1.691520548 0.834 1.410728137
0.886 1.61322627 0.852 1.374468782
0.754 1.372881047 0.816 1.120270935
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11 Dominic Martin Students satisfaction survey
0.881 1.604122285 0.838 1.344254475
0.919 1.673312576 0.825 1.380482875
0.899 1.636896633 0.881 1.442105934
0.933 1.698803736 0.874 1.484754466
0.832 1.514903225 0.831 1.25888458
0.789 1.436608947 0.885 1.271398918
0.85 1.547677573 0.83 1.284572386
0.891 1.622330256 0.83 1.346534113
0.935 1.702445331 0.879 1.496449446
0.881 1.604122285 0.825 1.323400885
0.861 1.567706342 0.858 1.345092041
0.806 1.467562499 0.867 1.272376687
0.915 1.666029388 0.751 1.25118807
0.855 1.556781559 0.851 1.324821107
0.912 1.660566996 0.843 1.399857978
0.917 1.669670982 0.796 1.329058102
0.804 1.463920905 0.948 1.387797018
0.874 1.591376705 0.902 1.435421788
0.89 1.620509459 0.811 1.314233171
0.886 1.61322627 0.829 1.337364578
Total=54.921
total=84.98
An overall students satisfaction at UDOM was 84.94 percent.
Majority of Respondents feels that UDOM provided services at a
satisfactory level (table 3.5). The level of satisfaction was
measured by considering the importance of drivers and its
satisfaction to the students.
3.6 Conclusion
It is found that the majority of UDOM students are somehow
satisfied with the services provided by the university. Although in
some drivers students seems not to be satisfied at all.
It is found that library services are not satisfied much
compared to other drivers (teaching and administrative
services).
Also on the Teaching and administration services, percent of the
students satisfied are low compared to other high learning
institutions.
3.7 Study limitations
The language used in questionnaire was too difficult in which
other respondent failed to answer some of the questions, also time
limit for this study was short.
3.8 Recommendations
The government should cooperate with the university so as to
improve more services at UDOM.
University should employ more permanent teachers than part time
teacher so as to provide sufficient learning to the students also
the employed teachers should be competent.
The university administration should formulate policies and
regulations which will help on improving all of the services found
at the university
Administration should register an appropriate number of first
year students so as to avoid the uncontrollable number of students
at the university.
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12 Dominic Martin Students satisfaction survey
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