Project on Student Satisfaction

Introduction

The analysis of students' satisfaction with their course of study is an important research area within

educational evaluation. With the growing concern for accountability in educational outcomes, the need

for meaningful and stable measures has grown.

The conventional analysis of satisfaction has been based on the assumption that satisfaction is best

seen in terms of student response to course components and the methods used by teaching staff. Much

of this analysis has been focussed upon comparing mean trends in these components.

Some work has been done to define fitted models for student satisfaction. Malley (1998) has

extensively reviewed this area and has shown that there is a need to carry out more research into

structural models which can help explain the complexities of student satisfaction. The research which

is being reported here is the application of an alternative approach to satisfaction which is derived from

work based on customer satisfaction with products and services as developed by Fornell and others at

the University of Michigan and extended into commercial applications through the work of the CFI

Group.

Satisfaction

Satisfaction is defined as being a consequence of the expectations and experiences of the subject

and/or course. The general schematic of the approach is shown in Figure 1.

Teacher performance, in this model, is seen as only one of a number of antecedents of satisfaction. In

fact, it is seen as contributing only when students perceive that teacher performance has dropped below

a critical level or when teacher performance surpasses student expectations. That is, the performance

of the teacher will reduce satisfaction when student feel that they are not being given enough

information on how to pass the subject but will only increase satisfaction when his/her performance

stimulates students well beyond personal, arbitrary standards of "interesting teaching". The complexity

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of this relationship is shown in the likelihood that where a teaching performance brilliantly but fails to

give students a sense of what is formally needed, then the effect will be overall negative on

satisfaction.

An important point about this approach is that it is not a simple linear model running from

expectations to outcomes. It assumes that, along with most expectancy-value models of behaviour, that

the outcome perceptions have an implicit feedback loop back to expectations.

Customer Satisfaction

Customer satisfaction refers to the extent to which customers are happy with the products and services

provided by a business. Customer satisfaction levels can be measured using survey techniques and

questionnaires. Gaining high levels of customer satisfaction is very important to a business because

satisfied customers are most likely to be loyal and to make repeated orders and to use a wide range of

services offered by a business.

The need to satisfy customer for success in any commercial enterprises is very obvious. The income of

all commercial enterprises is derived from the payments received for the products and services to its

external customers. Customers are the sole reason for the existence of commercial establishments.

Since sales are the most important goal of any commercial enterprise, it becomes necessary to satisfy

customers. For customer satisfaction it is necessary to establish and maintain certain important

characteristics like:

a. Quality

b. Fair prices

c. Good customer handling skills

d. Efficient delivery

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e. Serious consideration of consumer complaints.

Customer satisfaction is the state of mind that customers have about a company when their

expectations have been met or exceeded over the lifetime of the product or service. The achievement

of customer satisfaction leads to company loyalty and product repurchase. There are some important

implications of this definition:

Because customer satisfaction is a subjective, nonquantitative state, measurement won't be exact and

will require sampling and statistical analysis.

Customer satisfaction measurement must be undertaken with an understanding of the gap between

customer expectations and attribute performance perceptions.

There should be some connection between customer satisfaction measurement and bottom-line

results.

"Satisfaction" itself can refer to a number of different facts of the relationship with a customer. For

example, it can refer to any or all of the following:

Satisfaction with the quality of a particular product or service

Satisfaction with an ongoing business relationship

Satisfaction with the price-performance ratio of a product or service

Satisfaction because a product/service met or exceeded the customer's expectations

Each industry could add to this list according to the nature of the business and the specific relationship

with the customer. Customer satisfaction measurement variables will differ depending on what type of

satisfaction is being researched. For example, manufacturers typically desire on-time delivery and

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adherence to specifications, so measures of satisfaction taken by suppliers should include these critical

variables.

Clearly defining and understanding customer satisfaction can help any company identify opportunities

for product and service innovation and serve as the basis for performance appraisal and reward

systems. It can also serve as the basis for a customer satisfaction surveying program that can ensure

that quality improvement efforts are properly focused on issues that are most important to the

customer.

Objectives of a customer satisfaction surveying program

In addition to a clear statement defining customer satisfaction, any successful surveying program must

have a clear set of objectives that, once met, will lead to improved performance. The most basic

objectives that should be met by any surveying program include the following:

Understanding the expectations and requirements of all your customers

Determining how well your company and its competitors are satisfying these expectations and

requirements

Developing service and/or product standards based on your findings

Examining trends over time in order to take action on a timely basis

Establishing priorities and standards to judge how well you've met these goals

Before an appropriate customer satisfaction surveying program can be designed, the following basic

questions must be clearly answered:

How will the information we gather be used?

How will this information allow us to take action inside the organization? 4

How should we use this information to keep our customers and find new ones?

Careful consideration must be given to what the organization hopes to accomplish, how the results will

be disseminated to various parts of the organization and how the information will be used. There is no

point asking customers about a particular service or product if it won't or can't be changed regardless

of the feedback.

Conducting a customer satisfaction surveying program is a burden on the organization and its

customers in terms of time and resources. There is no point in engaging in this work unless it has been

thoughtfully designed so that only relevant and important information is gathered. This information

must allow the organization to take direct action. Nothing is more frustrating than having information

that indicates a problem exists but fails to isolate the specific cause. Having the purchasing department

of a manufacturing firm rate the sales and service it received on its last order on a scale of 1 (terrible)

to 7 (magnificent) would yield little about how to improve sales and service to the manufacturer.

The lesson is twofold. First, general questions are often not that helpful in customer satisfaction

measurement, at least not without many other more specific questions attached. Second, the design of

an excellent customer satisfaction surveying program is more difficult than it might first appear. It

requires more than just writing a few questions, designing a questionnaire, calling or mailing some

customers, and then tallying the results.

Understanding differing customer attitudes

The most basic objective of a customer satisfaction surveying program is to generate valid and

consistent customer feedback (i.e., to receive the voice of the customer, which can then be used to

initiate strategies that will retain customers and thus protect the most valuable corporate asset--loyal

customers).

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As it's determined what needs to be measured and how the data relate to loyalty and repurchase, it

becomes important to examine the mind-set of customers the instant they are required to make a pre-

purchase (or repurchase) decision or a recommendation decision. Surveying these decisions leads to

measures of customer loyalty. In general, the customer's pre-purchase mind-set will fall into one of

three categories--rejection (will avoid purchasing if at all possible), acceptance (satisfied, but will shop

for a better deal), and/or preference (delighted and may even purchase at a higher price).

This highly subjective system that customers themselves apply to their decisions is based primarily on

input from two sources:

The customers' own experiences--each time they experience a product or service, deciding whether

that experience is great, neutral or terrible. These are known as "moments of truth."

The experiences of other customers--each time they hear something about a company, whether it's

great, neutral or terrible. This is known as "word-of-mouth."

There is obviously a strong connection between these two inputs. An exceptional experience leads to

strong word-of-mouth recommendations. Strong recommendations influence the experience of the

customer, and many successful companies have capitalized on that link.

How does a customer satisfaction surveying manager make the connection between the survey

response and the customer's attitude or mind-set regarding loyalty? Research conducted by both

corporate and academic researchers shows a relationship between survey measurements and the degree

of preference or rejection that a customer might have accumulated. When the customer is asked a

customer satisfaction question, the customer's degree of loyalty mind-set (or attitude) will be an

accumulation of all past experiences and exposures that can be indicated as a score from 1 (very

dissatisfied) to 5 (very satisfied). It can also be captured with other response formats with an odd

number of choices (e.g., 1 to 3 or 1 to 7) to allow for a neutral response.

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Obviously, the goal of every company should be to develop customers with a preference attitude (i.e.,

we all want the coveted preferred vendor status such that the customer, when given a choice, will

choose our company), but it takes continuous customer experience management, which means

customer satisfaction measurement, to get there--and even more effort to stay there.

Customer satisfaction and customer loyalty are the key concepts in planning marketing strategies. The

importance of customer satisfaction has already been recognized by private industry. Successful and

innovative companies, such as Procter and Gamble and American Express, are increasing their efforts

to monitor and improve satisfaction, because they realize the value of these activities in enhancing

their images, understanding their markets, and increasing their profits.Same as education business,

student satisfaction can have a very important impact on future behavior. An abundance of researches

were conducted to measure student satisfaction during past 20 years, one of the earlier researchers in

this field, used a five-choice Likert-type scale to measure six dimensions of student satisfaction:

Policies and Procedures, Working Conditions, Compensation, Quality of Education, Social Life, and

Recognition. The later researchers developed many satisfaction scales through factor analysis to

measure student satisfaction, and the number of satisfaction factors varied three to nine, however, most

of them obtained the similar structures with Betz (1970).

This study adopts “relationship marketing” perspective to find empirical evidence of the relationship

between “customer (student) satisfaction” and “customer (student) loyalty” of PCTEGOI,Ludhiana.

Customer loyalty is a primary goal of relationship marketing and sometimes even equated with the

relationship marketing concept itself (Sheth 1996). Two main ideas referred to customer loyalty are

“customer’s repeat purchase behaviors” or “customer word-of-mouth communication”.

Students are among the principal concerns of a school; hence the level of student satisfaction

influences the success or failure of the school operation greatly. In the past few years, more and more

academicians conducted studies on the different aspects of student satisfaction, as well as presented

some recommendations on this matter for the references of education and related establishments.

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However, until so far, most studies about loyalty and customer satisfaction were emphasized on

studying the correlation between both subjects for business companies. There are few studies focused

on educational areas. Therefore, this study is attempted to found on the consumer behaviour theory

regarding customer (student) satisfaction” in PCTEGOI, Ludhiana.

Two Types of Customer Satisfaction Surveys

Customer satisfaction is a key component of a good business, and the only way to accurately gauge

customer satisfaction is using some type of customer satisfaction measurement, often a survey.

Surveys allow your business to learn from how the actual customer is experiencing your business,

rather than simply relying on what your subjective eyes and ears tell you. Customer satisfaction

surveys come in several different shapes and styles, and most companies come up with their own

unique way of gauging satisfaction accurately. Satisfaction for an insurance company, for example,

may not be the same as satisfaction at a grocery store. The type of business, client list, etc., all change

satisfaction results. Yet in general, most surveys fall under two categories: • Direct Transaction

Surveys • Overall Satisfaction Surveys Both of these types of surveys can provide you with interesting

results that may affect your own marketing or business strategy. Both have completely different results

and relate back to your company in completely different ways. The basics of these two surveys are

described below. Direct Transaction Surveys This type of customer satisfaction survey is immediate,

and is designed to gauge how the customer viewed a very specific transaction – namely, the

transaction that (hopefully) immediately preceded filling out the survey. For example, “how easy was

it for you to find help” and “what was your experience like on DATE?” These surveys are not

necessarily interested in your overall opinion of the company. They are primarily concerned with your

most recent transaction. Overall Satisfaction Surveys Sometimes referred to as “relationship surveys,”

these surveys are designed to gauge how the customer feels about the company in general, based on a

combination of all of their experiences and any additional factors that may affect that result. Rarely are

these surveys purposely given to customers immediately following a transaction, although they may be

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colored by the most recent experience if that experience was particularly awful or pleasant. Using

These Customer Satisfaction Surveys Ideally, your own customer satisfaction survey should have

questions that are most relevant to the questions you are trying to answer, in order to ultimately

provide you with the best analysis. Customer satisfaction surveys often differ from one survey to the

next based on how the company wants to drive its research. But most surveys fall under one of the two

categories, depending on whether you are looking to find out about specific customer experiences or

hoping to gauge the overall satisfaction level with the company

Four levels of customer satisfaction

Goal or Problem

There are thousands of factors, which influence customer satisfaction. These factors differ per product

and/or service, per industry, per sector, per country etc. People have different expectations from the

service they receive from a bank, in a grocery store, from a repairman or in a hospital. Wouldn’t it be

nice to understand, which factors influence customer satisfaction the most and based on this profound

understanding, make steps having the biggest impact on improvements in customer satisfaction.

Idea

Over twenty years, Gallup interviewed more than one billion customers, trying to identify what

contributes to their satisfaction. Despite all the differences, there are four expectations, which remain

remarkably consistent: accuracy, availability, partnership and advice. These four expectations are

hierarchical, which means that the lower-level expectations must be met before the customer is ready

to pay attention to the higher levels.

1.Accuracy

If the job is not done correctly, customers do not care how courteous or friendly the employees are.

They will most likely try their luck at the competition. Examples of accuracy are that a bank produces

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correct bank statements, a hotel room that has been reserved will be available upon arrival, and that a

waiter will bring the food we ordered in a restaurant. Web site visitors expect the web pages to load

correctly, information to be accurate and easy to find. Hyperlinks should not to be broken. Web site

navigation should be easy to use.

2.Availability

Customers do not want to spend more time than necessary to buy a product or receive a service. This

means that shops and banks should be open at times convenient for customers, the lines at cache

registers should be as short as possible, there is enough parking places around shopping malls and a

shop or a restaurant is within a reasonable distance from majority of potential clients. On internet,

users expect web pages to load quickly. Web server maintenance periods should be minimal and if

possible not even noticeable. There should also be no obstacles in the checkout and payment flows on

e-commerce web sites.

Lack of accuracy and availability causes customer dissatisfaction. If not addressed, most of the

customers will try to look for better products and services somewhere else. Innovations in this area

give companies competitive advantage. However, these innovations are often easy to copy by

competitors.

3.Partnership

Customers want to feel they are understood and receive personalized services and products. It begins

with using customers’ names when being in contact with them. Companies create various schemes to

reward customers’ loyalty, such as airlines providing special treatment to frequent flyers.

Customers also want employees to put themselves in customers’ shoes when discussing options and

helping to make decisions. Customers also appreciate to be able to purchase personalized and thus

unique items, such as mugs, training shoes, etc. Web sites offer the users possibility to personalize

their environments. User-created content is welcome. Based on amount and quality of contributed

content, users may receive various awards and privileges.

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4.Advice

Customers feel the strongest bond with organizations, which help them to learn. Ways to offer advice

may come in the form of teaching customers how to use a product better, additional insights or inside

tips, which are not advertised to all. Customers, which feel empowered after interacting with an

organization are more likely to come back and purchase additional products and services. Personalized

advice on web sites can be a list of products or content that the user might be interested in based on his

previous actions.

Businesses, which are able to consistently provide services, which satisfy the customers on all four

levels are more likely to create loyal customers, which will become fans or advocates. They will

promote the businesses by “word of mouth”, which is one of the best and cheapest way of advertising.

Ten Ways to Improve Customer Satisfaction

Understanding how to improve customer satisfaction can make a huge difference to your bottom line.

Try these 10 tips, and you are more likely to see changes in your relationship with the public.

Be honest with your client. If you can't meet a requested deadline, tell your client before you take the

order. While you may lose that one order, you are more likely to keep the customer over the long haul.

Listen. Sometimes people just need to rant, even when they are wrong. Try to avoid taking this

personally, and respond professionally.

Don't be part of the customer "run-around-refer-the-poor soul-to-someone-else" team. Be the one to

get answers for your client, and get those answers in as timely a manner as possible.

Develop a personal relationship with your customer. Treat your client as if he is a person, not a way to

make money. This does not necessarily mean that you have to become "buddy-buddy." It does mean

that if your customer drops personal information such as the client's birthday, where the customer is

going on vacation or that a child is graduating from high school, you call back with "congratulations"

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or ask follow-up questions the next time that you speak. People like working with people who treat

them as people.

Keep your promises. Don't agree to do anything that you can't deliver.

Be knowledgeable. Know the facts about your products or services. Understand company policies. In

addition, know as much about your client's business and needs as you can.

Anticipate your client's needs. Take the extra step, and be ahead of your customer.

If you are wrong, apologize.

Ask for feedback. Obviously, customers are going to want more quality at a lower price with speedier

delivery. However, your clients may provide you with valuable information that you can use to

improve the reputation of your business.

Thank your clients for their business. After all, you do have competitors who would love to have

your customers.

We all know that the reality is that customers are not always right. However, if you always treat your

customers as if they are right, your client satisfaction factor will improve.

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Student Satisfaction

“Student Satisfaction” which is used to describe whether students are happy and contented and

fulfilling their desires and needs during study. Factors contributing to student satisfaction include

treating students with respect, providing student recognition, offering required benefits and positive

management within a success framework of goals, measurements, and expectations.

Factors affecting student satisfaction:

1. Quality of study: This study investigates the impact of multiple teaching quality factors on course

satisfaction and instructor satisfaction as perceived by students. It applies established theory from customer

satisfaction and educational psychology research to a sample of MBA and Undergraduate students from

multiple sections of an introductory marketing course. In doing so, it demonstrates a method of obtaining

diagnostic information to prioritize weaknesses and discover strengths of teaching performance that

complements existing feedback processes. Substantive results indicate that learning was strongly related to

course satisfaction and instructor enthusiasm was strongly related to instructor satisfaction. A discussion

addresses how to use the results while managerial implications summarize benefits and requirements to

implement the method.

2. Faculty service: This study examines the perceptual difference between faculty and students regarding the

quality of education service rendered at a higher education institution. It hypothesizes and empirically

investigates the significance of perceptual differences between the groups, the effects of the differences upon

student satisfaction with their education, and the students' intentions to recommend the school. Data were

collected at a major college located in Southeastern United States. Findings support most hypotheses

developed in this study, indicating a significant difference between the faculty and students regarding the

quality of the educational service. In addition, such perceptual differences were found to affect the students'

satisfaction with the school and their intentions to recommend the school. Implications for service

practitioners and researchers are provided.

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3. Administration Facilities:

Work of forms, documents etc.

4. Placements of the college:

It is directly related to the career and growth of students.

It may be the ultimate goal of the students.

5. Library Facility:

It includes the suitability of Library opening and closing hours.

Availability of books in adequacy.

Proper sitting arrangement for students.

Peaceful environment

6. Internet availability:

Availability of the internet in the campus

7. Living Conditions (air, water, sanitary facilities etc.)

Availability of Water coolers.

Availability of Wash Rooms.

Availability of Air Coolers.

8. Security Staff and Grievance Handling Procedure

9. Practical Exposure to work:

It concerns mainly with the extra activities such as

Guest lectures

Industrial visits

Assignments14

Presentations

10. Fee Structure:

Affordability to the Customer i.e Student.

11. Others: Canteen, stationary etc.

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PCTE GROUP OF INSTITUTES

PCTE (Punjab College of Technical Education) was founded in the year 1999 by Punjab Management

Education Trust based at Ludhiana. PCTE is an academic institution that is set up to develop professional

entrepreneurial and executive skills in India. PCTE is a one leading B school of Punjab.

PCTE Group of Institutes has four colleges offering different courses in two campuses Near Baddowal

Cantt on Ferozpur Road, Ludhiana with a current strength of more than 2700 students from more than 7

different countries pursuing full-time courses like BCA, BBA, B. Pharmacy, BSc. (ATHM), BSc.

(Biotech), B. HMCT, MCA, MSc. IT, MBA, MBA-IB and PGDM. All the courses are affiliated with

Punjab Technical University while PGDM is an AICTE approved, independent course.

About PCTE Group

We’re the PCTE Group. We’re about new ideas and open people. We number more than 2,700.

Unique

Passionate

Evolved

Learners and Facilitators

We’re global because students from various countries like to study with us, and yet local because we

are still the first choice in Punjab, and the surrounding states. Jet around our brochure and you’ll get a

taste of what we’re all about. Well, kind of…. You’ll find the food tastes much better in the real PCTE

cafe though…. so don’t get bogged down by pictures!!

PCTE Group of Institutes is set up to develop professional entrepreneur and executive skills pan globe.

The institute primarily aims at imparting relevant education to young men and women with a view to

provide them with the expertise to become effective professionals. The institute also purposes to

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conduct research as applied to the needs of the industry. Through such research, the intent is to create

and share new knowledge in this fast growing and increasingly important field.

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The Beginning

PCTE (Punjab College of Technical Education) was first institute established by Punjab Management

Education Trust in 1999. It was a response to certain fundamental changes taking place in the Indian

education system then. Technical education took a new dimension in the India’s emerging fields.

India’s banking system, insurance, telecom sector and capital markets had seen an overhauling change

in the fabric, and it was evident that a predictable large gap existed between the requirement in the

market and the available skilled professionals available in the country.

The Journey

PCTE addressed this unprecedented demand for evolved professionals in the fast growing world of

Management and IT and then expanded to Pharmacy, Biotechnology,

Airlines, Tourism, Hotel Management et al. Now PCTE Group of Institutes has five institutes offering

different courses in two campuses Near Baddowal Cantt on Ferozpur Road. * Punjab College of

Technical Education * PCTE Institute of Hotel Management * PCTE Institute of Pharmacy * PCTE

Institute of Management and Technology * PCTE Business School

PCTE is ever alive educational campus, creating professional and focused human resources in wide

variety of fields. With this consistent approach, PCTE for the past eight years is ranked the best B-

School in Punjab, HP, J & K, and Rajasthan by various national magazines and journals, including

Outlook, Business India, AIMA, MINT etc., and has been conferred with different awards like “B-

School that encourages leadership as part of curriculum”, Most Outstanding B-School of North India,

DNA Award for Innovation Leadership and B-School Leadership, which goes on to prove that PCTE

was a concept that had to be born when it arrived….

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Mission

The Industrial landscape of the world is constantly changing, and so must our mission. PCTE aspires

to serve this continuously evolving country and its business fabric with best of human resources in

various technical fields…

Vision

“If you know where you are heading; don’t just wait on…come and join us, we’ll take you there.”

PCTE Group of Institutes thrives on high standards of innovation and aims at producing leading

learning attitude in thinking. Our philosophy guides us to remain responsive to challenging times

ahead and to produce global professionals capable of bracing the ever evolving business environment.

International Associations

1. At present, 94 students from 11 different countries (Mozambique, Rwanda, Tanzania, Zimbabwe,

Uganda, Angola, Nigeria, Lesotho, Bhutan, USA, Afghanistan) are studying at PCTE.

2. PCTE has collaborations with 9 different foreign universities from various countries like UK, South

Africa, Sri Lanka, Sudan, Lithuania, Poland, Pakistan and Bangladesh.

3. Over 15 PCTE faculty members have traveled abroad on various academic and literary exchanges.

4. PCTE has organized 8 International conferences which were attended by Scholars from UK, USA,

Saudi Arabia, Pakistan, Sri Lanka and Bangladesh.

Pedagogy

Learning is the foundation for personal growth and wise decision making. PCTE has been successful

enough in creating and enriching learning environment both within and without the classrooms. We

believe and enforce the concept of PARTICIPATIVE learning, wherein students are free to put up

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their points on management truths and thus evolve not only as mere adopters but as explorers of new

horizons and think beyond visible limits. That is how, PCTE has excelled in various fields whether in

academics, cultural, field, or literary.

To prepare the students to face the challenges of the complex business and organizational environment

we use various teaching techniques like Lectures, case analysis, presentations, simulation games and

exercises, quiz contests, group discussions, term papers, videos, on-field activities, guest lectures,

brain storming sessions, workshops, Industrial visits and practical project work.

Students’ performance is assessed through a continuous system of tests, quizzes, assignments and mid-

term and semester-end examination to ensure highest academic standards as well as practical

orientation.

Campus

IT Labs

Classrooms

Library

Sports

Seminar Hall

Canteen

WiFi Campus

Coffee Corners

Achievements

Rankings & Awards

Academics

Kudo PCTEians

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http://pcte.edu.in/kudo-pcteians/

http://pcte.edu.in/academics/

http://pcte.edu.in/blog/category/rankings-awards/

http://pcte.edu.in/coffee-corners/

http://pcte.edu.in/wifi-campus/

http://pcte.edu.in/canteen/

http://pcte.edu.in/seminar-hall/

http://pcte.edu.in/sports/

http://pcte.edu.in/library/

http://pcte.edu.in/classrooms/

http://pcte.edu.in/it-labs/

Activities

Koshish

Weekly Activity

SWAP

Tours & Trips

Guest Lectures

Industrial Visits

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http://pcte.edu.in/blog/category/latest-activity/industrial-visits/

http://pcte.edu.in/blog/category/latest-activity/guest-lectures/

http://pcte.edu.in/tours-trips/

http://pcte.edu.in/swap/

http://pcte.edu.in/weekly-activity/

http://pcte.edu.in/koshish/

OBJECTIVES:

1. To determine the satisfaction level of students of all courses.

2. To construct a valid and reliable scale to understand the level of student satisfaction.

Definition of Terms

1. Student satisfaction: The term “student satisfaction” in this study is based on the scores responded

by surveying students in the “PCTEGOI Student Satisfaction Survey”, a self-developed instrument to

achieve the research purposes.

2. Survey respondents: The term “survey respondents” herein refers to the 135 students, randomly

selected among the different courses.

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Review of Literature

This study aimed to explore the correlation between the student satisfaction (that is, customer

satisfaction) and the degree of their loyalty (that is, referral inclination). Accordingly, the subjects,

presented in the following, are student satisfaction, post-purchase behaviors, and loyalty and

customer/student satisfaction in sequence.

Customer/Student Satisfaction

Hague (1869) gave the research of customer satisfaction on Hero Honda Motorcycles, which shows

the need for providing basic facilities to customers satisfies their desires and fulfills their expectations

from the company. As students are the customers of any college or institutes. They are necessary to be

served at first

Tough (1982) defined student satisfaction as the following: student satisfaction refers to the student’s

perception or attitude towards the learning activities. Where the student is happy with his/her studies or

adopts an aggressive learning attitude, student is deemed to be “satisfied”; where the student is

unhappy or adopts negative or passive attitude, student is deemed to be “dissatisfied”. Hence, student

satisfaction could be perceived as the student’s positive feelings or attitude towards his/her learning

activities. The degree of student satisfaction is as the margin between “level of anticipation” and

“actual results”. A smaller margin would mean greater satisfaction and a larger margin would mean

lower satisfaction.

The concept of a student satisfaction is derived from the concept of customer satisfaction. Customer

satisfaction not only plays an essential role in marketing, but also a critical factor in persuading

consumers to make repurchases (Churchill & Surprenant, 1982). However, in conflict with the

traditional concept of consumer satisfaction, Oliver & Swan (1985) argued that satisfaction is an

emotional factor. Thus, satisfaction can be considered as a reflection of life experience: it is a

subjective view based on personal experience, individual beliefs and relationships. Parasuraman,

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Zeithaml and Berry (1986) proposed that the concept of satisfaction could be equated to the gap

between real-life experiences and expectations. However, all the concepts mentioned above are from a

business operation viewpoint to discuss customer satisfaction. Stone and Thomson indicated that the

notion and the contents of customer satisfaction should be modified for educational application. It

should include constitutional amendments, administrative policies, educational goals and educational

processes.

Roberts (1986) made the project regarding the satisfaction of students and considered wise decision

Parasuraman, Zeithmal & Berry (1994) proposed three kinds of behaviors which customers may adopt

whenever they feel dissatisfied after purchases made: 1. take business away: customers would do

purchasing of the products or services from other suppliers or companies; 2. external reaction:

customers would air complaints to other individuals or organizations rather than the company; and 3.

internal reaction: customers would directly react or complain to the company or supplier

Post-purchase Behavior

Post-purchase behavior could be expressed in several aspects. On the positive side, it may be referred

as “brand loyalty”. The “referral inclination” used in this study is one form of brand loyalty in post-

purchase behaviors. On the negative side, it is manifested in the forms of complaints, brand

replacement, or negative publicity, etc. The following discussions are focused on the positive side of

post-purchase behaviors, especially on “brand loyalty”.

According to Parasuraman, Zeithaml, and Berry (1994), loyalty may be exhibited by the following five

aspects: 1. commend the company to other persons; 2. recommend the company to inquirers; 3.

encourage people to consume with the company; 4. regularly do business or shop with the company;

and 5. give priority consideration to the company in the next shopping or business opportunity.

Griffin (1995) deemed that loyal customers would behave as following: 1. make purchases regularly;

2. be willing to purchase all types of products offered by the company; 3. be willing to build up a good

image for the company; and 4. quite immune to the sales or marketing campaigns of other companies.

24

As for Jones & Sasser (1995), they perceived that loyalty is performed through the following three

behaviors: 1. willingness to purchase again; 2. primary behaviors: including the number of times,

frequencies, amounts, and quantities consumed by the customer most recently; and 3. secondary

behaviors: willingness to recommend or introduce the company to other parties.

Fredericks (2000) indicated that loyalty may be expressed through the following behaviors: 1. large

volumes of purchases; 2. high frequency of purchases; 3. less sensitivity on price; and 4. brings new

customers to the company.

Chaudhuri & Holbrook (2001) defined loyalty under the following two dimensions: faithful devotion

(meaning the customer strongly identify with the brand), and loyal behavior (meaning the customer is

willing to make repeat purchases).

In summary of the above, the study defines brand loyalty through two types of post-purchase

behaviors: 1. repeat purchases: the willingness of doing purchases with the same company again, and

2. referral inclination: the willingness of recommending or introducing the company to others. For

educational market, the concerns of brand loyalty in this study is mainly focused on the latter one,

referral inclination.

Loyalty and customer/student satisfaction

Most studies about loyalty and customer satisfaction were focused on studying the correlation between

both subjects for business companies. The following presents a compilation of the findings about the

correlation of loyalty and customer satisfaction. Through these research conclusions, it is apparent that

a positive relationship does exist between customer satisfaction and loyalty.

According to the empirical research by Oliva & Macmillan (2002), there is a non-linear relationship

between customer satisfaction and loyalty. Their study found that the critical point of satisfaction is

related to the customer’s willingness of making repeat purchases. When level of satisfaction is higher

25

than the critical point, the customer’s inclination would rapidly increase as customer satisfaction

grows. Where the contrary is manifested, inclination would drop quickly.

In the “service – profit chain” study, Heskett, Jones, Lovemen, Sasser & Schlesinger (2002) also

discovered a positive relationship between customer loyalty and customer satisfaction.

Ianhf Bull (2005) worked upon research regarding employee satisfaction and concluded that

motivational techniques must be used to encourage the employee similarly a student must be given

time to time motivational activities like prize distribution, bonus prizes, Monetary and Non –monetary

distributions for participations.

Harris (2006) made the project regarding the satisfaction of students and considered excellent faculty

as a good source for enhancing student satisfaction.

Murrels (2008) studies shows how satisfaction promotes the growth of an organization. He researched

on satisfaction level of nurses in an hospital.

Bajaj Auto Ltd. (2010) made research upon customer satisfaction of its automobile products and found

that customer loyalty can be obtained by providing loyal and time to time services to them and

satisfaction merely depends upon the after sale services.

Goyal (2011) prepared a research project regarding satisfaction level of customers’ regarding

particular product and found that identifying and meeting customer needs is the basic idea to get higher

satisfaction level of customers.

26

Research Methodology

Research methodology is the way in which researchers specify how they are going to retrieve the all-

important data and information that companies will need to make vital decisions. The way in which

research is conducted may be conceived of in terms of the research philosophy subscribed to, the research

strategy employed and so the research instruments utilized (and perhaps developed) in the pursuit of a

goal – the research objective(s) - and the quest for the solution of a problem - the research question.

Scope of Study

In terms of a Research Paper, the scope of the study refers to the parameters in with the study will be

operating in. You will want to make it as clear as possible what you will be studying this also helps you

remember and keep within the accepted range of your study. This also reminds a research, that his

method of investigation should be centred around trying to solve the problem within the provide scope.

Scope of study means up to what level research study must extend. This research project will cover

selective courses in the colleges of Ludhiana city, PCTE Baddowal. This study will identify the

satisfaction level of the students studying in PCTEGOI.

Sampling Design

Sample method is that method in which data is collected about the sample on a group of item taken from

the population for examination and conclusions are drawn on their basis. In this research project

Proportionate Stratified sampling technique will be used. Random sampling means choosing respondents

on random bases.

Convenience Sampling:

In convenience sampling selection, the sampler chooses the sampling units on the basis of convenience or

accessibility. This form of sample selection is commonly used in the³man on the street´ form of

27

interviewing and at times, associates may be interviewed and at times associates may be interviewed

simply because they are accessible.

Research Instruments

Questionnaire is a very useful tool of data collection. In this research study, questionnaire will be used as

research instrument. In this research project questionnaire will be use.

Sample size

Sample size is the number of observations used for calculating estimates of a given population. For

example we interviewed 135 students from different strata where strata reveals different courses in

PCTEGOI, so was our sample size.

Sample size is 135.

List of Stata

B.B.A

Sample size is 34

B.C.A

Sample size is 33

Hotel Management

Sample size is 8

Pharmacy

Sample size is 10

BSc.ATHM

Sample size is 7

Biotech

Sample size is 3

M.B.A(general)

28

Sample size is 12

M.B.A(IB)

Sample size is 6

M.C.A

Sample size is 9

MSc (IT)

Sample size is 4

PGDM

Sample size is 8

M.Pharma

Sample size is 1

Collection of Data

Any marketing research requires data collection to arrive at the solution of the problem. Data collection

always starts with secondary data. Hence, in a way we can say that any marketing research starts with

secondary data. Data can be broadly classified into two categories:

1. Primary Data

2. Secondary Data

A) Primary Data:

It can be defined as the data which are collected at first hand either by the researcher or by someone else

especially for the purpose of the study. For example, I collected the data from administration block of the

college to get the list of number of students in different courses.

B) Secondary Data:

29

Any data which have been gathered earlier for some other purpose are secondary data in the hands of the

marketing researcher. When sufficient secondary data are available, considerable time and money may be

saved. It helps us in better understanding of the problem. The secondary data is collected by the internet.

30

METHOD OF DATA COLLECTION

Person-Administered:

In this method interviewer reads questions, either face-to-face, to the respondent or record his or her

answers. Different ways of this method are as follows:-

Face-to-face:

Involves trained interviewers visiting people to collect scheduled data. It is a good approach for ensuring

a high response rate to a sample survey or census, and trained interviewers gather better quality data. So

during the survey I did the face to face interaction with the people so by this way I understand the

respondent behaviour towards my research topic.

Close-end questions-

Respondents choose from possible answers included on the questionnaire. Types of close-end questions

include: Multiple choice questions which offer respondents the ability to answer "yes" or "no" or choose

from a list of several answer choices. Like in questionnaire I we asked about whether advertisement

effects the admission decision, and answer option are yes and no.

Scales refer to questions that ask respondents to rank their answers or measure their answer at a particular

point on a scale. For example, a respondent may have the choice to rank their feelings towards a

particular statement like course content, Faculty service, WiFi service, Parking facility, Sanitary facility

etc. may range from "Extremely satisfied", " satisfied " and "neutral" to "Dissatisfied" and "Extremely

dissatisfied".

Data collection is very important aspect of any research study, it wider effect the results of research study.

From various available techniques of data collection, in this project personal interview will be used. That

personal questionnaire will contain close ended questions.

31

Data Analysis

Data analysis simply means interpreting and analysis collected data for the purpose of getting some

meaningful results. Any suitable technique will be used to analysis data.

1. Sense of belongingness to the college

Options No. of respondents Percentage (%)Extremely satisfied 33 25Partially satisfied 45 33Neutral 41 30Partially dissatisfied 7 5Extremely dissatisfied 9 7

Table 1. No. of students who feel a sense of belongingness in the college.

Graph 1 : . No. of students who feel a sense of belongingness in the college.

From the above table and graph ,it is concluded that 25% students are extremely satisfied, 33%

students are partially satisfied, 30% are neutral, 5% are partially dissatisfied and 7% are extremely

dissatisfied regarding sense of belongingness to the college.

32

24%

33%

30%

5%7%

No. of respondentsExtremely satisfied Partially satisfied NeutralPartially dissatisfied extremely dissatisfied

2. Suitability of college Library opening and closing hours

Options No. of respondents Percentage (%)

Extremely satisfied 39 29

Partially satisfied 44 32

Neutral 44 33

Partially dissatisfied 5 4

Extremely dissatisfied 3 2

Table 2. No. of students to whom Library opening and closing hours suits

Extrem

ely sa

tisfied

Partially

satisfied

Neutra

l

Partially

dissati

sfied

Extrem

ely diss

atisfied

39 44 44 5 3

No. of respondentsNo. of respondents

Graph 2 : . No. of students to whom Library opening and closing hours suit



dissatisfied with the library opening and closing hours of the college.

33

3. Campus Staff of the college




Neutral 40 30



Table 3. No. of students for whom campus staff is caring and helpful.

Extremely satisfied Category 2 Neutral Partially dissatisfied Extremely dissatisfied0

5

10

15

20

25

30

35

40

45

42 41 40

4

8

Graph 3. No. of students for whom campus staff is caring and helpful.



dissatisfied with the faculty of the college.

34

4. Faculty service provided by the college




Neutral 37 27



Table 4. No. of students to whom faculty is careful as an individual.

Extrem

ely sa

tisfied

Partially

satisfied

Neutra

l

Partially

dissati

sfied

Extrem

ely diss

atisfied

29 49 37 9 11

No. of respondents

Graph 4. No. of students to whom faculty is careful as an individual



dissatisfied by the faculty service of the college.

35

5. The valuability of the content of the course for the students.




Neutral 39 29



Table 5. No. of students who feel that the content of the course is valuable

Extremely satis-fied24%

Partially satisfied40%

Neutral29%

Partially dissatisfied5%

Extremely dissatisfied1%

No. of respondents

Graph 5. No. of students who feel that the content of the course is valuable



dissatisfied with the content of the course provided by the college.

36

6. Approach to the Administration




Neutral 57 42



Table 6. No. of students who feel that the Administrators are approachable to them

Extrem

ely sa

tisfied

Partially

satisfied

Neutra

l

Partially

dissati

sfied

Extrem

ely diss

atisfied

25 40 57 7 6


Graph 6. No. of students who feel that the Administrators are approachable to them



dissatisfied with the administration services of the college.

37

7. Concern of Academic advisor to the students




Neutral 37 27



Table 7. No. of students who feel that the Academic advisor is concerned to them

26%

36%

27%

1% 9%

No. of respondentsExtremely satisfied Partially satisfied NeutralPartially dissatisfied Extremely dissatisfied

Graph 7. No. of students who feel that the Academic advisor is concerned to them



dissatisfied with the concerned academic advisor in the college.

38

8. Excellence of Faculty in students’ major field




Neutral 37 27



Table 8. No. of students who feel that the faculty in their major field is excellent

Extremely satisfied

Partially satisfied

Neutral

Partially dissatisfied

Extremely dissatisfied

35

49

37

2

12


Graph 8. No. of students who feel that the faculty in their major field is excellent


students are partially satisfied, 27% are neutral, 2% are partially dis satisfied and 9% are extremely

dissatisfied with the faculty excellence in their major field.

39

9. Helping academic advisor available to the students




Neutral 62 35



Table 9. No. of students who feel that the faculty in their major field is excellent.

20%

33%

35%

7%5%


Graph 9. No. of students who feel that the faculty in their major field is excellent.



dissatisfied with their academic advisor assistance.

40

10. Parking space available to the students

Options No. of respondents

Percentage (%)



Neutral 32 24



Table 10. No. of students who feel that the Parking space available to them is adequate.

Extrem

ely sa

tisfied

Partially

satisfied

Neutra

l

Partially

dissati

sfied

Extrem

ely diss

atisfied

53

44

32

42


Graph10. No. of students who feel that the Parking space available to them is adequate

From the above table and graph, it is concluded that 39% students are extremely satisfied, 33%


dissatisfied with the parking space available to them by the college.

41

11. Living conditions in the college.




Neutral 37 27



Table 11. No. of students who feel that the Living conditions in the college are appropriate

27%

31%

27%

5%9%


Graph 11. No. of students who feel that the Living conditions in the college are appropriate



dissatisfied with the Living conditions available to them in the college.

42

12. Biasness in faculty members for the students




Neutral 23 17



Table 12. No. of students who feel that the Faculty treats fairly and in an unbiased manner

Extrem

ely sa

tisfied

Partially

satisfied

Neutra

l

Partially

dissati

sfied

Extrem

ely diss

atisfied

56

41

23

6 9


Graph 12. No. of students who feel that the Faculty treats fairly and in an unbiased manner



dissatisfied with the treatment behaviour of teachers with the students.

43

13. Enjoyable experience of students in the college




Neutral 48 35



Table 13. No. of students who feel that It is an enjoyable experience of being a student of this college

24%

33%

36%

6%2%


Graph 13. No. of students who feel that It is an enjoyable experience of being a student of this college



dissatisfied with the experience in the college.

44

14. Response of Security Staff in emergencies




Neutral 74 55



Table 14. No. of students who feel security staff respond well during emergencies

15%

18%

55%

6%7%


Graph14. No. of students who feel security staff respond well during emergencies

From the above table and graph, it is concluded that 15% students are extremely satisfied, 18% students are partially satisfied, 55% are neutral, 6% are partially dissatisfied and 6% are extremely dissatisfied with the Security staff of the college.

45

15. Sense of pride in the campus




Neutral 48 36



Table 15. No. of students who feel a sense of pride in the college.

Extremely satisfied

Partially satisfied

Neutral



12

56

48

12

7


Graph15. No. of students who feel a sense of pride in the college.

From the above table and graph, it is concluded that 9% students are extremely satisfied, 41% students are partially satisfied, 36% are neutral, 9% are partially dissatisfied and 5% are extremely dissatisfied with the feeling of pride in the college.

46

16. Supportive Faculty to the students




Neutral 31 23



Table16. No. of students who feel that the Faculty is supporting and understanding for them

39%

27%

23%

3%7%


Graph 16. No. of students who feel that the Faculty is supporting and understanding for them

From the above table and graph, it is concluded that 39% students are extremely satisfied, 28% students are partially satisfied, 23% are neutral, 3% are partially dissatisfied and 7% are extremely dissatisfied with the support of faculty to the students.

47

17. Course curriculum help students to achieve goals




Neutral 33 25



Table 17. No. of students who feel that the course curriculum is helpful to them for achieving goals

Extrem

ely sa

tisfied

Partially

satisfied

Neutra

l

Partially

dissati

sfied

Extrem

ely diss

atisfied

37 43

33

7 15


Graph17. No. of students who feel that the course curriculum is helpful to them for achieving goals

From the above table and graph, it is concluded that 27% students are extremely satisfied, 32% students are partially satisfied, 25% are neutral, 5% are partially dissatisfied and 11% are extremely dissatisfied with the course curriculum to be followed in the college

48

18. Appropriate guidance by faculty to the students




Neutral 27 22



Table 18. No. of students who feel that the Faculty provide appropriate guidance when they need

Extrem

ely sa

tisfied

Partially

satisfied

Neutra

l

Partially

dissati

sfied

Extrem

ely diss

atisfied

40 45 27 8 5


Graph18. No. of students who feel that the Faculty provide appropriate guidance when they need

From the above table and graph, it is concluded that 32% students are extremely satisfied, 36% students are partially satisfied, 22% are neutral, 6% are partially dissatisfied and 4% are extremely dissatisfied with guidance provided by the Faculty to the students.

49

19. Comfortable complaint handling system for the students




Neutral 39 29



Table 19. No. of students who feel that the Complaint handling system is appropriate

27%

30%

29%

8%6%


Graph19. No. of students who feel that the Complaint handling system is appropriate

From the above table and graph, it is concluded that 27% students are extremely satisfied, 30% students are partially satisfied, 29% are neutral, 8% are partially dissatisfied and 6% are extremely dissatisfied with the Complaint handling system of the college.

50

20. Excellent Wi-Fi Facilities to the students




Neutral 29 21



Table 20. No. of students who feel that the Wi-Fi facilities are appropriate

Extremely satisfied

Partially satisfied

Neutral



33

13

29

28

32


Graph 20. No. of students who feel that the Wi-Fi facilities are appropriate

From the above table and graph, it is concluded that 24% students are extremely satisfied, 10% students are partially satisfied, 21% are neutral, 21% are partially dissatisfied and 24% are extremely dissatisfied with the Wi-Fi facilities in the college.

51

21. Report of cultural events to the students




Neutral 18 13



Table 21. No. of students who feel that the cultural festivals are well celebrated and reported to the students

Extremely satisfied

Partially satisfied

Neutral



73

33

18

9

2


Graph 21. No. of students who feel that the cultural festivals are well celebrated and reported to the students

From the above table and graph, it is concluded that 54% students are extremely satisfied, 24% students are partially satisfied, 13% are neutral, 7% are partially dissatisfied and 2% are extremely dissatisfied with the reporting system of the college regarding cultural events.

52

22. Provision of opportunities to the students to nurture their skills




Neutral 15 11



Table 22. No. of students who feel that they are provided with various opportunities to nurture their skills and talents

50%

24%

11%

9%5%


Graph22. No. of students who feel that they are provided with various opportunities to nurture their skills and talents

From the above table and graph, it is concluded that 50% students are extremely satisfied, 25% students are partially satisfied, 11% are neutral, 9% are partially dissatisfied and 5% are extremely dissatisfied with the opportunities provided to the students to nurture their skills and talent.

53

23. Provision of proper sanitary facilities to the students




Neutral 45 33



Table 23. No. of students who feel that they are provided with the adequate sanitary facilities

Extrem

ely sa

tisfied

Partially

satisfied

Neutra

l

Partially

dissati

sfied

Extrem

ely diss

atisfied

21 26 45 18 25


Graph23. No. of students who feel that they are provided with the adequate sanitary facilities

From the above table and graph, it is concluded that 16% students are extremely satisfied, 19% students are partially satisfied, 33% are neutral, 13% are partially dissatisfied and 19% are extremely dissatisfied with the sanitary facilities in the college.

54

24. Printing and Stationary facilities available to the students




Neutral 25 19



Table24. No. of students who feel that they are provided with the adequate Printing and Stationary facilities

Extremely satisfied

Partially satisfied

Neutral



61

41

25

5

3


Graph24. No. of students who feel that they are provided with the adequate Printing and Stationary facilities

From the above table and graph, it is concluded that 45% students are extremely satisfied, 30% students are partially satisfied, 19% are neutral, 4% are partially dissatisfied and 2% are extremely dissatisfied with the Printing and Stationary facilities in the college.

55

25. Provision of green and clean campus to the students




Neutral 29 22



Table25. No. of students who feel that they are provided with the green and clean campus

23%

28%21%

17%

10%


Graph25. No. of students who feel that they are provided with the green and clean campus

From the above table and graph, it is concluded that 23% students are extremely satisfied, 28% students are partially satisfied, 22% are neutral, 17% are partially dissatisfied and 10% are extremely dissatisfied with the greenery and cleanliness of the campus.

56

26. Fine fee structure of the college




Neutral 35 26



Table26. No. of students who feel that the fee structure is fine

Graph26. No. of students who feel that the fee structure is fine

From the above table and graph, it is concluded that 15% students are extremely satisfied, 33% students are partially satisfied, 26% are neutral, 18% are partially dissatisfied and 8% are extremely dissatisfied with the Fee Structure the college

57

Extrem

ely sa

tisfied

Partially

satisfied

Neutra

l

Partially

dissati

sfied

Extrem

ely diss

atisfied

21 44 35 24 11


27. Practical exposure of work to the students




Neutral 45 33



Table27. No. of students who feel that the college provide practical exposure of the work

30%

32%

33%

3% 1%


Graph27. No. of students who feel that the college provide practical exposure of the work

From the above table and graph, it is concluded that 30% students are extremely satisfied, 32% students are partially satisfied, 33% are neutral, 3% are partially dissatisfied and 2% are extremely dissatisfied with the practical exposure of work in the college.

58

28. Scheduled time is given by the faculty to the students




Neutral 32 24



Table28. No. of students who feel that the faculty works as scheduled in the time table

Extremely satisfied

Partially satisfied

Neutral



32

47

32

13

11


Graph28. No. of students who feel that the faculty works as scheduled in the time table

From the above table and graph, it is concluded that 24% students are extremely satisfied, 35% students are partially satisfied, 24% are neutral, 9% are partially dissatisfied and 8% are extremely dissatisfied with the Punctuality of faculty members as scheduled in the college

59

29. Condition of the class rooms provided to the students




Neutral 36 27



Table29. No. of students who feel that the class room conditions are fine to them

Extremely satisfied

Partially satisfied

Neutral



37

35

36

14

13


Graph29. No. of students who feel that the class room conditions are fine to them

From the above table and graph, it is concluded that 27% students are extremely satisfied, 26% students are partially satisfied, 27% are neutral, 10% are partially dissatisfied and 10% are extremely dissatisfied with the condition of classrooms in the college

60

30. Information given in handbook assists the students




Neutral 45 33



Table30. No. of students who feel that the handbook is helpful to them for getting information regarding the college

24%

40%

33%

1% 1%


Graph30. No. of students who feel that the handbook is helpful to them for getting information regarding the college

From the above table and graph, it is concluded that 24% students are extremely satisfied, 40% students are partially satisfied, 33% are neutral, 2% are partially dissatisfied and 1% are extremely dissatisfied with the information handbook provided by the college to the students.

61

Findings

Students are mostly happy with the study criteria of the college.

They are less satisfied with the WiFi facilities.

They face problems regarding Printing and Stationary availability.

Students from campus-2 are less happy with the sanitary facilities.

Faculty service is also satisfactory.

Fee structure is also fine.

Grievance handling procedure is acceptable.

Parking Space is adequate.

Security Staff is working well.

Cultural festivals are celebrated regularly and leads to student satisfaction.

Recommendations and Suggestions:

There is need to improve Printing and Stationary such as availability of more printers as per the

requirements.

There must be proper sitting arrangement for the students in vacant lectures.

There is need to make available proper WiFi system for the convenience of the students.

Limitation

1. The main limitation of this research was availability of time. Due to short span of time, some

inaccuracy occurred.

2. The main source of data for the study was primary data with the help of self-administration

questionnaire.

3. Due to short span of time it was not possible to access all students as college is wide.

4. The size of sample is a limitation of study.62

5. Busy schedule of the students may lead to biasness in filling the questionnaire.

6. List of student names was not available.

Conclusion

From the overall study it can be concluded that majority of the students are satisfied with the study

criteria of the college and various other factors also. Above seventy percent of the total questions in

the questionnaire are covering extremely satisfied, partially satisfied and neutral and very limited

questions reveals dissatisfaction. so it is self explanatory statement that the college is performing well

and students’ feedback is positive for the college on the behalf of various parameters. In spite of that

their are some problems faced by the students such as improper sitting arrangement for vacant

periods, improper Wi-Fi facilities, inadequate Printing and Stationary facility etc. so there are various

factors which are needed to be improved upon to increase the student satisfaction level. The student

satisfaction level according to this research is optimum or satisfactory.

63

Result and Discussion

The results from the research provide continuing data on the complexity of student satisfaction. Of

particular interest is the difference between the satisfaction with the subject and the satisfaction with

the course and the university where there is a stronger relationship between the more global measures

than with the specific subject measure. Within this particular subject environment, it is clear that the

subject is viewed differently from the overall course and the university within the context of student

satisfaction. This is in agreement with the basic structure of the satisfaction model because there will

be different salience applied to different components of the higher education experience.

The differential nature of the students' expressed satisfaction is also reflected in the outcome measures.

In the first place, it is only the satisfaction with the subject with contributes significantly to total

assessment suggesting a specific behavioural link in the model. In the second, the recommendation of

the course and of the university are linked to their appropriate specific source of staisfaction.

The nature of the distribution for subject satisfaction raises some questions about the interpretation of

the analyses. It could be argued that their responses probably reflect the reality of the experience of the

programming support tool. A number of students had difficulty in adjusting with the college campus

environment and this might be assumed to impact on satisfaction.

64

Summary

This research project has done to know the impact of various college activities, policies and procedures

upon the students’ satisfaction level. The objective of this project is to measure the students’ satisfaction

level regarding various parameters.

Questionnaire is a very useful tool of data collection. In this research study, questionnaire was used as

research instrument. Personal interviews Data collection method was used in this project.

Questionnaires were filled from 135 students.

Results of this study are: Students are mostly happy with the study criteria of the college.

They are less satisfied with the Wi-Fi facilities. They face problems regarding Printing and Stationary

availability. Students from campus-2 are less happy with the sanitary facilities. Faculty service is also

satisfactory. Fee structure is also fine. Grievance handling procedure is acceptable. Parking Space is

adequate. Security Staff is working well. Cultural festivals are celebrated regularly and leads to student

satisfaction.

Limitations are: The main limitation of this research was availability of time. Due to short span of time,

some inaccuracy occurred. The main source of data for the study was primary data with the help of self-

administration questionnaire. Due to short span of time it was not possible to access all students as

college is wide. The size of sample is a limitation of study.

At the end, on the bases of finding we can say students are mostly satisfied with various factors but

some factors need improvement to boost the satisfaction level of students at higher level.

65

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Websites

http://new.eupan.eu/files/repository/20101215131727_EU_Primer_English__FINAL_LR.pdfhttp://new.eupan.eu/files/repository/20101215131727_EU_Primer_English__FINAL_LR.pdfhttp://www.streetdirectory.com/etoday/definition-of-customer-satisfaction-jejac.htmlhttp://blog.surveymethods.com/2-types-of-customer-satisfaction-surveys/http://www.ideas-smart.com/four-levels-of-customer-satisfaction

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STUDENT SATISFACTION SURVEY (2012)

AT

PCTE GROUP OF INSTITUTES

This instrument is for your own use, so be frank in your responses. Read each statement given below and tick mark in the box for your response about your institute:

S No.

PARTICULARS ExtremelySatisfied

PartiallySatisfied

Neutral PartiallyDissatisfied

ExtremelyDissatisfied

1 I feel a sense of belongingness here

2 Library opening and closing hours suits me

3 The campus staff is caring and helpful

4 Faculty cares about me as an individual

5 The content of the course within my major is valuable

6 Administrators are approachable to students

7 My academic advisor is concerned about my success as an individual

8 The faculty in my major field is excellent

9 The academic advisor helps me to set my goals

10 Adequacy of space for student parking in campus

11 Adequacy of living conditions(Air, lightening, heat etc.)

12 Faculty treats fairly and in an unbiased manner

13 It is an enjoyable experience to be a student in this campus

14 Security staff responds quickly in emergencies

15 I feel a sense of pride about my campus

16 Faculty is very supporting and understanding

17 I feel my course curriculum helps me to achieve my goals

18 The faculty provides 69

appropriate guidance when I am in need of it

19 I am comfortable with complaint handling system here

20 The Wi-Fi facilities are excellent in the campus

21 The cultural festivals are well celebrated and reported to all students in the campus

22 I get various opportunities to nurture my talent and skills

23 I am comfortable with the sanitary facilities provided in the campus

24 Proper printing and stationary facilities are available to the students

25 The campus is green and clean26 Fee structure is fine and good27 I get exposure to the practical

work28 Faculty gives proper time as

scheduled29 Classroom conditions are best

as required30 The student handbook

provides helpful information about the campus life

Name : ....................................................... Class : ......................................................

Campus No. : ............................................. Date : ......................................................

Thank You

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VITA

Name of the student : Sonam

Father’s name : Satpal Singla

Mother’s name : Vanita Singla

Nationality : Indian

Date of birth : 30-08-1990

Permanent home address : Bathinda

E-mail : [email protected]

EDUCATIONAL QUALIFICATIONS

Bachelor degree : Bachelor of Business Administration

University : Punjabi University, Patiala

Year of award : 2011

% marks : 78

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Documents

Project on Student Satisfaction