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8/2/2019 Writing - Final Report
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UNIVERSITI TEKNOLOGI MALAYSIA
2011
Problems of Registration among
New International Students Supervisor: Dr. ADRINA ABDUL SAMAD
PRESENTED BY:
SEYED NIMA BORGHEI
ABRAM FAJAR LESMANA
AL FARISSI
(IEC) INTERMEDIATE 1
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Contents
1.0 INTRODUCTION ............................................................................................................... 4
1.1 Background of the Study ................................................................................................. 4
1.2 Problem Statement ........................................................................................................... 5
1.3 Purpose of the Study ........................................................................................................ 5
1.4 Objective .......................................................................................................................... 5
1.5 Research Questions .......................................................................................................... 6
1.6 Significance of the Study ................................................................................................. 6
1.7 Scope of the Study ........................................................................................................... 6
2.0 LITERATURE REVIEW .................................................................................................... 7
2.1 Introduction ...................................................................................................................... 7
2.2 Importance of Early Registration ..................................................................................... 7
2.3 Importance of Management ............................................................................................. 7
2.4 Importance of Evaluating Service .................................................................................... 8
2.5 Conclusion ....................................................................................................................... 8
3.0 RESEARCH METHODOLOGY......................................................................................... 9
3.1 Sample of Study ............................................................................................................... 9
3.2 Research Instruments ....................................................................................................... 9
3.3 Procedures ........................................................................................................................ 9
3.4 Data Analysis ................................................................................................................. 10
4.0 FINDINGS AND DISCUSSION ....................................................................................... 11
4.1 Respondents’ Identity .................................................................................................... 11
4.2 Overall Services Delivered During Registration Day .................................................... 11
4.6 Services Delivered in Each Counter .............................................................................. 14
4.11 Solutions to the registration problems ......................................................................... 18
5.0 CONCLUSION .................................................................................................................. 20
6.0 RECOMMENDATION ..................................................................................................... 21
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RERFRENCES ........................................................................................................................ 22
APPENDICES ......................................................................................................................... 23
Appendix A: Questionnaire ................................................................................................. 23
Appendix B: Work Schedule ............................................................................................... 28
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1.0 INTRODUCTION
1.1 Background of the Study
New international students faced some problems during their registration this semester. Whenstudents arrive in a city for the first time and they want to deal with registration in a
university, they could have anxiety related to the registration. Thus, well-organized services
during the new student registration should be taken into account as an important matter for
new students so that students can feel comfortable during the registration. For instance,
disorganized staff could cause a longer time in the registration process. For instance, new
student registration in UTM (Universiti Teknologi Malaysia) took the whole day. However,
in some cases it took two days or even more than two days for them to register completely.Moreover, inadequate facilities would lead to confusion for the students such as information
centre, photocopying machine or signage and flow chart of registration procedures.
Every student deserves excellent services when they cope with the registration. This
will show the quality of the university and increase the image of the university
internationally. As a result, when the current international students are well-treated, those
international students will use the power of words of mouth to influence other prospective
international students so that they will pursue their degree in a university especially
Universiti Teknologi Malaysia. This can lead to the increase in number of international
students studying in the university and will impact the nation economically because the
international students will spend up their money in the country. This is also in the line with
the Malaysian government programs which to increase number of international students in
Malaysia so that it will bring economy growth. Thus, one way to achieve that goal of the
programs is to deliver service excellence.
In order to find out registration problems faced by new international students, this
study will explore in a descriptive approach so that those problems can be identified and
solved for a better service. The accurate information about problems during new international
student registration will be obtained by making questionnaire to students. The results of this
study will benefit SPS (registration unit in UTM) to organize better services during
registration, and increase the level of students’ satisfaction .
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1.2 Problem Statement
The affects of disorganized registration could be varies. New international students had to
wait in long queues while there were not enough facilities in the registration building for their
comfort. In addition, lack of information centre to give accurate information aboutregistration process caused student to be confused during their registration. Therefore, many
students have kept complaining about their registration, this has negative influence on the
image of UTM. So, this paper will come across with the services provided by SPS during the
registration in UTM. In other words, this study aims to investigate the level of registration
service and identify the problems of new international registration.
1.3 Purpose of the Study
Although all new students deserve well-organized registration, new international students
who registered in UTM for semester 1, 2011-2012 faced many problems during their
registration. As the result, lots of new international students were complaining about
registration process. This study will investigate registration problems. The results of this
study will help the university to serve a well-organized registration.
1.4 Objective
New students deserve well-organized registration. To find out the extension of services
delivered by SPS and to organize a smooth registration in which students feel satisfied, this
study will investigate main problems that students faced during their registration in UTM and
will suggest effective solutions for organizing better registration. In summary, the following
statements would be the objectives for this paper:
1. To identify the extent of services provided during the registration delivered by the
SPS.
2. To identify the problems of registration.
3. To recommend solutions to the problems of registration.
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1.5 Research Questions
The problems of registration will solve, if only the problems of registration identify correctly.
So, 3 main objectives were defined as the goals of this study. And, in order to reach the
research objectives, this study will include research questions, as follows:
1. What is the extent of service delivered during the registration?
2. What are the main problems during registration of new international students?
3. What can be done to minimize or solve the problems?
1.6 Significance of the Study
The results of this study will benefit SPS organization to improve registration services.
Furthermore, providing a well-organized registration strongly influences on the level of
students’ satisfaction. In addition, the more satisfied students, the more new students are
willing to apply for continuing their education in UTM.
To highlight the proposal, we consider some significance. The results would have positive
influence on student’s feelings and SPS performance as well. S ignificance of this study is:
1. The results will benefit SPS to serve better services during registration.2. Students will be more comfortable and satisfied when the deal with the registration on
campus.
1.7 Scope of the Study
In order to clarify the research outcomes this study will focus on the new international
students as the respondents. So, a group of 21 new international students who are undertakingEnglish course selected to answer questions about the quality of registration process and the
main problems they faced during their registration. Moreover, they were asked about the
possible solutions for having well-organized registration.
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2.0 LITERATURE REVIEW
2.1 Introduction
Manage an organization and people are two main factors that significantly influence the level
of satisfaction about the services delivered by a specific organization. Similarly, registration
process which is organized by SPS as a kind organization needs to enhance. In this section of
the study , the effects of late registration on students’ lives will argue. In addition, the
importance of performing a well-organized process will discuss. Finally, one of the most
popular models used for evaluation of services will introduce.
2.2 Importance of Early Registration
The time of registration has a strong influence on students’ academic life. The research
conducted by Smith, Street, and Olivarez (2002) indicates the differences between students
who enrol during the three phases of registration which are early, regular, and late in two year
college.
According to this research late registration students are much less likely to persist to
the spring semester. Moreover, the withdraw rate among students who register late is higherthan those who register on time. Finally, t he time of registration influences the student’s
general point average at the end of their study. (Smith, Street, and Olivarez, 2002)
2.3 Importance of Management
It is essential to manage a well-organized registration. One research on importance of
management by Smith and Goddard (2003) found that performance management should havefour board functions.
If students manage well during their registration, the registration process will be fast.
The study conducted by Marcel and Joanna (n.d.) states that personal management has a
significant influence on people management. The authors introduce Human Capital
Management (HCM) as an alignment between the individual and the organization. Another
study about the importance of organization by Bengt (1993) argues why and how people must
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be organized. During the chapters 1, 3 and 15 of this book the author discusses the
importance of organization and draw a successful organization process.
2.4 Importance of Evaluating Service
Among general instruments, the most popular model used for evaluation of service quality is
SERVQUAL, a well-known scale developed by Parasuraman et al. (1985, 1988). The
attributes of this research were: tangibles, reliability, responsiveness, competency, courtesy,
assurance, credibility, security, access, and understanding. This study later reduced these ten
dimensions into five by using a factor analysis. Based on the five dimensions, an item survey
instrument for measuring service quality has been developed.
2.5 Conclusion
UTM must make new strategies to organize the registration process and increase the level of
students’ satisfaction. The findings of the articles and the book could be used by SPS
organization to design well-organized registration process. This precious information could
be stated as recommendations to solve registration problems in this study. In addition,SERVQUAL model can be used to enhance highest levels for service quality.
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3.0 RESEARCH METHODOLOGY
3.1 Sample of Study
This section discusses the methodology of the research. The main purpose of this study is to
investigate problems of registration among new international students in UTM. To identify
the main problems of registration, a group of new international students who had taken
English course was chosen. Date for the research was collected through questionnaire.
3.2 Research Instruments
This research utilise quantitative data and a descriptive approach in order to explore the
findings of the research. This research employed only one kind of method in collecting
primary data which is questionnaire. Questionnaire was designed to find respondents’
perception on the service provided by SPS. This questionnaire was given to the 21
international students. The questionnaire is designed to clarify the research questions. The
topics which were covered, as follows:
General information about the respondents.
The quality of services delivered in each counter. The extension of overall services delivered during the registration day and level of
students’ satisfaction about them.
Solutions for having better registration.
3.3 Procedures
In order to achieve the research objectives, this research will use a number of respondents of
new international students. This research will employ a purposive sampling. Respondents of
students will be selected from those who were doing their English Course. A total of 21
questionnaires were distributed to students in the Intermediate 1 English Class. A total of 15
students from various nationalities returned the questionnaires. Of these members, 11 were
male students while the rest (4) were female.
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3.4 Data Analysis
Data from questionnaire was collected using a number of questions. The questions were
categorized in 3 main sections.
The first section belonged to the respondent identity. Five listing questions about the
gender, nationality, the date of registration, the length of registration, and the undertaking
course designed to obtain general information about respondents.
The second section included 20 likert-scale questions about services delivered in each
counter. Different tables for each counter were designed to ask respondents about the level of
students’ satisfaction about each counter. The respondents expressed their feelings about each
question by ticking strongly agree, agree, disagree, or strongly disagree in boxes which were
provided. Finally, the main problems in each counter were discovered by counting positive
and negative responses toward each question.
The third section belonged to the overall services delivered during registration day.
This section included 3 kinds of questions. Likert-scale questions asked respondents about
their general feelings toward the quality of services in their registration day. Furthermore,
ranking questions asked students about the most important factors for having well-organized
registration. And, 3 open-ended questions at the end of questionnaire asked student to writeabout their own experiences during registration days and suggest any other ideas that can
improve registration services.
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4.0 FINDINGS AND DISCUSSION
4.1 Respondents’ Identity
This section will provide information obtained from 15 respondents who were willing to
answer the questionnaire. While 11 of the respondents were male, 4 of them were female. In
addition, 11 of the respondents were Iranian, 2 were Thai, 1 was Tajik, and 1 was Indonesian.
Furthermore, 11 of students are undertaking Masters Course, and 4 other students are
undertaking PhD course. Finally, it took two days to register for 6 students and more than 2
days for 2 students. On the other hand, it took one day to register for 7 students.
In this chapter the row data which was collected by the questionnaire will be
processed and presented to find suitable answers to the research questions. At first, manyfigures will be used to illustrate present data. After that, the collected data will be analyzed.
Finally, appropriate answers to registration problems will be presented at the end of this
chapter.
4.2 Overall Services Delivered During Registration Day
Figure 4.3 - Number of Satisfied Students about Registration Problems
5
7
10 10
4 4
6 65
11
9
0
2
4
6
8
10
12
N o
. o
f s t u
d e n t s
Registration Problems
Satisfied
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Figure 4.4 - Number of Dissatisfied Students about Registration Problems
9
64 4
10 10
7 7 8
34
02468
10
12
N o
. o
f S t u
d e n t s
Registration Problems
Unsatisfied
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Figure 4.5 – Number of students and the Level of Satisfaction about RegistrationProblems
Figure 4.3 to 4.5 illustrate the level of students’ satisfaction about their registra tion.
From the analysis the data in these figures, it can be concluded that the vast majority
of students (10 respondents) were dissatisfied about appearance of staff members and
availability of foods and drinks during the registration day. However, 7 of the students were
also dissatisfied about the transportation on the day. In addition, 7 of the students were
dissatisfied about receiving vague answers to their questions and being given insufficient
guide. Moreover, 8 students were dissatisfied with the inadequate information received at the
counters, and 6 students believe SPS staff members did not treat all students equally.
There are several factors that make new students dissatisfied during the registration
process. The most obvious factors were appearance of staff members and availability of foods
and drinks. These results may be explained by the fact that the registration process took 2
days or more for the majority of the new students. And, new students expected to get enough
5
7
10 10
4 4
6 6
5
11
99
6
4 4
10 10
7 7
8
3
4
1
2
1 1 1 1
2 2 2
1
2
0
2
4
6
8
10
12
N o
. o
f S t u
d e n t
Registration Problems
Satisfied Unsatisfied No response
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foods and drinks during those days. And, inadequate foods and drinks disappointed them.
Similarly, they expected SPS staff members to wear the same uniform which made it easy for
students to recognize them. But, new students were confused about recognizing staff member
during their registration. In addition, transportation service caused new students to feel
unsatisfactory about the registration process. However, bad transportation service caused a lot
stress for them, and made the registration process even more stressful for them. Furthermore,
not equal treatment of the SPS staff strongly influences on the level of students’ satisfaction
about the registration process. New students felt annoyed when staff members did not treat
students from different nationalities equally. On the other hands, this behaviour of staff
caused students to think that the staff members have favourites and they do not take care of
other students.
A great number of dissatisfied students decrease the image of UTM strongly. On the
other words, the fewer satisfied students, the fewer students are willing to apply for studying
in UTM.
4.6 Services Delivered in Each Counter
To find out which counter(s) caused the more problems during the registration days, two setsof questions designed in the questionnaire. The first category included questions about the
quality of services delivered by each counter. And, the second category provided questions
about the details of services delivered by each counter.
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Figure 4.7 – The Level of Satisfaction for Different Counters
The figure 4.7 illustrates the quality of services delivered in each counter. This figure shows
general feelings about services delivered in each counter. From the analysis the data in figure
4.7 it can be concluded that the majority of students (9 students or more) were dissatisfied
about the services delivered by visa counter, registration qualification requirements counter,
and English counter. On the other hand, students were satisfied about services delivered by
reception counter, health center counter, finance counter, metric card preparation counter, and
registration feedback counter.
34
0 0 0
6
0 0
10 10
6 6
11
65
11
2 1
8
6
43
6
20 0 1
3
0 0
4
2
0
2
4
6
8
10
12
Reception Health centre Englishlanguage
Registrationqualification
requirements
Finance Matric cardpreparation
Visa Registrationfeedback
N o
. o
f s t u
d e n t
Counters
Very good Good Poor Very poor
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Figure 4.8 – Problems at Visa Counter
The figure 4.8 illustrates problems that students faced to pass visa counter. From the analysis
the data in figure 4.8 it can be concluded that almost all of students (13 responds from 14
respondents) were bothered by the irresponsibility behavior of SPS staff members about
returning students’ passport. Furthermore, 12 students were bored about waiting so much in
the long queue.
Figure 4.9 – Problems at Registration Qualification Requirement Counter
0 0
99
3
4
5
6
11
6
00
1
2
3
4
5
67
8
9
10
Change in number of requirements
Long queue Returning passports inpromised date
N o
. o
f s t u
d e n t
Problems
Strongly Disagree
Disagree
Agree
Strongly Agree
2 1 2 1
5
1 2
4
6
45
7
2
9
5
201234
56789
10
Change in theregistration
requirements
Long queue Inadequatephotocopymachines
EvaluateRegistration
requirementsclearly
N o
. o f s t u
d e n t
Problems
Strongly DisagreeDisagree
Agree
Strongly Agree
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The figure 4.9 indicates the level of agreement with the problems that students were faced at
the registration qualification requirement counter. The findings in this figure show that long
queue and not enough photocopy machines were the main problems when students faced with
the registration qualification requirement counter.
Figure 4.10 – Problems at English Counter
The figure 4.10 indicates the main difficulties that new international students had to face with
English counter during their registration. From the analysis the data in figure 4.10 it can be
concluded that not enough information about English test and long queue bothered students
when they faced with this counter. However, 10 students wish the staff members were more
helpful to show them ways to join the faculty.
Based on figures 4.7 to 4.10, Visa, Registration Qualification Requirement, and
English counters prevented new students to register smoothly. Long queue as a common
problem bothered new students when they faced these counters. In other words, they were
tired of waiting a long time while there were no foods and drinks. However, irresponsibility
behavior of SPS staff members about returning students’ passport disappointed students
about Visa Counter services. Students need their passport to open the bank account or to enter
their own countries. So, returning their passports cause many financial and emotional
problems for them. In addition, not enough photocopy machines caused problems at
Registration Qualification Requirement Counter, because they had to wait in a long queue to
6
1
7
4 43
5
8
5
02
00
1
2
3
4
5
6
7
8
9
Comprehensiveinformation about
English test
Long queue Helpful staff members
N o . o
f s t u
d e n t
Problems
Strongly Disagree
Disagree
Agree
Strongly Agree
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copy of a simple document. Furthermore, not enough information about English test caused
main problems at English Counter. So, they had no idea about the details of English Test
requirements like structure of the test.
4.11 Solutions to the registration problems
Figure 4.12 – The Most Important Required by Students
The figure 4.12 illustrates what is the most important item for students to have a well-
organized registration. According to the findings in this figure, 24% of students believe that
having an information centre that provides complete information about registration process is
the most important item for having well-organized registration. In contrast, only 17% of them
believe that providing well-equipped is the most important item.
Based on figure 4.12, having an information centre is the most important factor that
makes the registration process smooth. If new students obtain accurate information about the
registration process, they can prepare all registration requirements in advance. And, students
will have less difficulty during their registration. In addition, this result confirms the results
of figure 4.4 that most of students were dissatisfied about inadequate registration information.
From the responses to the open- ended questionnaire question ‘Please give your
comment / suggestion / opinion on registration process’, it was found that one respondents
Having well-equippedbuilding
17%
Having thestaff members
in uniform19%
Havingsystematicregistration
20%
Having helpful staff members
20%
Havinginformation
centre24%
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said it is better if the requirements of registration were gathered by SPS staff at the first day.
Thus, instead of making students to go from one counter to another one, documents could
have evaluated by staff without having students nearby.
Two respondents stated that it would be better if new students divided into different
categories and registration took a whole week. So, small group of new students could register
in specific days. However, two other respondents mentioned the staff members must be well-
organized which concludes having a smooth registration. Even though, there are a few
numbers of staff, a well-organized registration could be designed. And, three other
respondents stated that increasing the number of SPS staff members would be the best
solution.
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5.0 CONCLUSION
This study investigated the problems of registration among new international students.
Primary data were collected by distributing questionnaires to 15 new international students.
To reiterate, this study set out to investigate the extent of services provided during theregistration services delivered by the SPS, identify problems of registration process, and
recommend solutions to the problems of registration.
The results of investigation of overall service delivered by SPS show that while
registration process took more than one day for the most of new students, they faced many
difficulties on the day. Not having SPS staff members in the same uniform and shortage of
foods and drinks were the main difficulties that new international students faced during the
registration day. However, bad transportation service and not equal treatment of staff
disappointed them. In addition, this study has shown that visa counter, registration
qualification requirements counter, and English counter caused the main problems about the
registration process. New international students resented having to wait a long time in queue
when they came to these counters. Furthermore, irresponsibility behaviour of SPS staff
members about returning students’ passport disappointed students at Visa Counter. And, not
enough photocopy machines at Registration Qualification Requirement Counter. Moreover,
not enough information about English test at English Counter was another obstacle of havinga smooth registration. Finally, the findings of this study suggest that in general new
international students believe that having an information centre which provides exact
informational bout the details of registration process is the most important factor of having a
well-organized registration.
The evidence from this research suggests that the organization of registration process
and the treatment of SPS members are the most important factors that will influence on both
registration process and the level of students’ satisfaction. However, the present study has
only examined problems of registration among new international students in UTM. The same
study needs to be concluded with local students from all degrees to see if there are any
similarities with the factors that will influence the registration process to have a great number
of satisfied students.
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6.0 RECOMMENDATION
The following are several recommendations based on the findings and conclusions of the
study:
1. Provide enough food and drink during registration. It would be very good if
registration take place near a café. So, students can buy anything they need fast and
easy.
2. Staff members ought to wear the same uniform. It makes easy for new students to
recognize them. As the result, students can solve their problems by asking staff to
help them out, and registration process will be faster.
3. There is no long queue in a well-organized registration. So, new methods of
organizing people should teach to staff members.
4. Adequate facilities ought to provide during registration. It means no more stress for
students. So, students do not have to wait in a long queue to copy their documents.
5. An information centre should be provided for students to give them accurate
information about their registration process. Therefore, students will know about the
registration process and registration requirements before doing their registrations.
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RERFRENCES
Bengt, A. (1993). Why Organizations? How and Why People Organize. Newbury Park,
California, United States of America: SAGE.
Smith, P. C., & Goddard, M. (2003). Performance Management and Operational Research: AMarriage Made in Heaven? Operational Research Society, 53 , 247-255. Retrievedfrom: http://www.jstor.org/page/info/about/policies/terms.jsp
Albert, B. S., Margaret, A. S., & Arturo, O. (2002). Early, regular, and late registration andcommunity college student success: a case study. Community College Journal of Research
and Practice, 26:3 , 261-273. Retrieved from: http://www.tandfonline.com/loi/ucjc20
Marcel, V. M., & Joanna, T. (n.d.). Human Capital Management: New Possibilities in PeopleManagement. Business Ethics, 44 , 171-184. Retrieved from:http://www.jstor.org/page/info/about/policies/terms.jsp
Kheng, L., Mahamad, O., Ramayah, T., Mosahab, R. (2010). The Impact of Service Quality
on Customer: A study of Banks in Penang, Malaysia. International Journal of
Marketing Studies , Vol. 2, No. 2. Retrieved from http://www.ccsenet.org/ijms
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APPENDICES
Appendix A: Questionnaire
Questionnaire
Problems of Registration among New International Students
New international students faced some problems during the registration this semester.
The purpose of this questionnaire is to identify the problems of registration. The data will
be kept confidential.
A. RESPONDENT IDENTITY
Please tick ( ) in the space provided to indicate your responses.
1. Gender:_____Male _____Female
2. Nationality:_____Iranian _____Indonesian _____Thai
_____Kazakhs _____Tajik 3. Course that you are undertaking:
_____Masters _____PhD
4. The date of your registration:_____5th September _____6 th September
_____7th September _____After 7 th September
5. How many days did it take you to register?_____one day _____two days
_____more than two days
B. SERVICES DELIVERED IN EACH COUNTER
Indicate your feeling about the following statements by ticking ( ) on the appropriate
box.
Counter number 1: Reception
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No Statements Strongly
Disa ree
Disagree Agree Strongly
A ree1. Information centre was provided ( ex.
Process of re istration ste s of doin
2. The counter is visible or eas to find3. Students understood the procedures
Counter number 2: Health Centre
No Statements Strongly
Disagree
Disagree Agree Strongly
Agree
1. The number of staff was sufficient
2. The system of giving numbers worked well
3. You were prepared by exact requirementsafter visiting the clinic
Counter number 3: English Language
No Statements Strongly
Disagree
Disagree Agree Strongly
Agree
1. Students obtained accurate information about
English test (ex. Purpose, payment, the
2. Students had to wait a long time to pass this
counter
3. Staff members were helpful enough to
suggest student right ways to join faculty
Counter number 4: Registration Qualification Requirements
No Statements Strongly
Disagree
Disagree Agree Strongly
Agree
1. The number of photocopies of documentsneeded changed without students being told
2. Long queue bothered students
3. Inadequate photocopy machines botheredstudents
4. Required documents were clearly evaluatedby staff members
Counter number 5: Finance
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No Statements Strongly
Disagree
Disagree Agree Strongly
Agree
1. Students were guided perfectly about different ways of paying the tuition fees(cash or electronic)
2. Students received payment receipt
3. Students had clear information about itemsof payment
Counter number 6: Metric Card Preparation
No Statements Strongly
Disagree
Disagree Agree Strongly
Agree
1. The process was fast 2. The instructions of metric card were clear
Counter number 7: Visa
No Statements Strongly
Disagree
Disagree Agree Strongly
Agree
1. Students were surprised by the newrequirements
2. Students had to wait a long time while theyhad to stand up all the time3. The promised date of returning the passport
with visa was acceptable
Counter number 8: Registration Feedback
No Statements Strongly
Disagree
Disagree Agree Strongly
Agree
1. The numbers of computers were enough
C. OVERALL SERVICES DELIVERED DURING THE REGISTRATION DAY
No Statements Strongly
Disagree
Disagree Agree Strongly
Agree
1. Information in all counters were adequatelyprovided
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2. SPS staff members treated all studentsequally
3. Staff knew very well what they had to dowhen they dealt with students
4. Staff processed your registration properly
5. The staff members dressed in their uniform
6. Foods and drinks were enough to bepurchased by students
7. Transportation system was good
8. Staff members answered students’ questionpatiently
9. New students received enough guidancebefore the registration
10. Staff showed their care when you faced anyproblems
11. Overall, all staff were friendly when youdealt with them
12. When you did your registration it is important that you deserved well-organized
process from SPS.Please rank the following items for having well-organized registration using scale from
1 to 5 where 1 is the least and 5 is the most important:
_____ Well-equipped building
_____ Having the staff member with the same uniform
_____ Systematic registration
_____ Staff members who answer all questions_____ Information centre that provides complete information
about registration process
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13. In general, during your registration process which counter(s) gave the best services?
Please indicate of your level of satisfaction delivered by each counter by ticking ( ) in
box provided.
Counternumber
Counter Very good Good Poor Very poor
1. Reception2. Health centre3 English language4. Registration qualification
requirements5. Finance
6. Matric card preparation7. Visa8. Registration feedback
14. In general, how did you feel about your registration process?
________________________________________________________________________________________________
________________________________________________________________________________________________
__________________
15. What was the most unforgettable experience during your registration?
_______________________________________________________________________________________________
_______________________________________________________________________________________________
__________________
16. Please give your comment / suggestion / opinion on registration process.
_______________________________________________________________________________________________
_______________________________________________________________________________________________
__________________
Thank you for your cooperation
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Appendix B: Work Schedule
ACTIVITIESWeek
1 2 3 4 5 6 7 9 10
Identifying Topic of Research
Preparing & Presenting Research Instruments
Discussing & Designing Research Instruments
Collecting Data through Primary Sources
Analysing Collected Data
Drafting Report
Preparing for Presentation
Presenting the Report
Revising Final Report
Binding Final Report