Student Satisfaction Survey at the University of Dodoma (Tanzania)

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,


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.


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.


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.


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


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


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.


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 satisfied

Very satisfied

Availability of text books response 9 8 6 15 2

% 22.5 20 15 37.5 5

Availability of supporting books


% 15 37.5 15 30 2.5

Availability of research journals


% 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


Table 3.4: Teaching

Very 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


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


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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Documents

Student Satisfaction Survey at the University of Dodoma (Tanzania)