1. Students’ Involvement in University Administration: The Role of students’ Satisfaction Survey. By: Paul Kwadwo Addo Solomon Panford SEMINAR FOR SENIOR MEMBERS IN REGISTRAR’S OFFICES

2. PRESENTATION OUTLINE Introduction Objectives Methodology Results Conclusions Recommendations

3. INTRODUCTION According to Howard (2010), surveys of citizens’ satisfaction with public services have become popular in recent decades. There is a growing emphasis on ensuring that public services reflect the needs and preferences of citizens, rather than internal priorities of administration.

4. INTRODUCTION Service charters which are used in modern strategic management of public in institutions are also becoming popular. Torres (2006) postulate that, the basic concept of the service charter deals with drawing up a quality-assurance strategy that offers a type of consumer guarantee in order to make providers more responsible to consumers through consultations and more accountable to government and the community through performance monitoring.

5. INTRODUCTION Quality is a University acknowledged factor in its service delivery. It is also something that everybody pays attention to in any transaction of goods and services. the Quality Assurance and Planning Units and the University Relations Office embarked upon this survey to get inputs from students as a major stakeholders with regards to the level of satisfaction, they have derived from attending this university.

6. OBJECTIVES The objectives of this survey are to: Get feedback from students as major stakeholders with regards to Quality Assurance for improvement, Enable the University Relation Office to identify potential threats with regards to student satisfaction and develop appropriate strategies to re-brand the university, Ensure that students are involved in the quality assurance process, Make appropriate recommendation(s) based on the finding(s) for management.

7. METHODOLOGY Sample and Sampling Techniques 200 final year students from eight departments from the College of Science. Twenty five (25) students were selected from each department. Out of the 200 questionnaires administered, 178 were returned.

8. METHODOLOGY Survey Design and Instruments The Survey Instrument was a questionnaire. Most of the items of the questionnaire were close-ended to give the final year students the opportunity to answer it with ease

9. METHODOLOGY Validation and Reliability of Instruments The questionnaire was content validated by an experienced researcher (Registrar) and colleagues. Their suggestions were incorporated into the final questionnaire. To ensure reliability of the questionnaire, the test-retest technique was used.

10. METHODOLOGY Analysis of Data The data was analyzed by the Information Communication Technology (ICT) department of KNUST. Statistical Package for Social Sciences (SPSS 16) software was used to analyze the data.

11. RESULTS AND DISCUSSIONS Findings from the survey are presented as follows: Gender The gender of the respondents is presented below:

12. RESULTS AND DISCUSSIONS Gender: Gender of Respondents. FrequencyPercentValid Percent Cumulative Percent Male 11765.7 Female 6134.3 100.0 Total 178100.0

13. RESULTS AND DISCUSSIONS Students involvement in Governance: Service delivery All the time (%) Some time (%) In some cases (%) Never at all (%) students attended to properly at College/Department offices 24.2(43)48.9(87)21.9(39)5.1(9) Students always received the information they want 24.2(43)37.1(66)32.0(57)4.5(8) College/Department decisions/policies communicated to students on time. 13.5(24)44.9(80)30.9(55)8.4(15) Concerns about policies and decisions addressed properly. 5.1(9)32.0(57)41.6(74)18.5(33)

14. RESULTS AND DISCUSSIONS Rating of the officers at the various offices of the College/Department : Attributes Excellent (%) Very Good (%) Good (%) Needs improvement (%) Professionalism10.1(18)42.7(76)30.3(54)15.2(27) Responsiveness3.9(7)30.9(55)41.6(74)21.3(38) Reliability5.1(9)23.6(42)51.7(92)16.9(30) Empathy5.6(10)23.6(42)42.7(76)24.2(43) Resourcefulness8.4(15)28.1(50)36..5(65)23.6(42) Duty consciousness10.1(18)29.8(53)41.6(74)15.7(28) Friendliness 12.4(22)36.5(65)32.0(57)17.4(31) Time- consciousness 5.6(10)22.5(40)41.0(73)29.2(52)

15. RESULTS AND DISCUSSIONS Satisfaction from Teaching and Learning process: Attribute} Very satisfied (%) Satisfied (%) Not satisfied (%) Undecided (%) Knowledge received. 18.0(32)59.6(106)18.0(32)4.5(8) The type of tuition that made students decide to offer their programme 12.9(23)55.1(98)24.2(43)6.2(11) Adequate lecturers for all courses 14.0(25)48.9(87)34.3(61)2.2(4) The teaching materials that were made available for learning 4.5(8)37.6(67)51.7(92)6.2(11) Learning environment (lecture rooms and facilities) 10.1(18)34.3(61)51.7(92)3.9(7) The mode of delivery of your lectures(Teaching methods) 8.4((15)60.1(107)26.4(47)4.5(8) Materials that were given to you (lecture notes) 8.4(15)50.6(90)25.3(45)5.1(9)

16. RESULTS AND DISCUSSIONS Rating of Lecturers in the various courses : AttributeExcellent (%) Very Good (%) Good (%) Needs improvement (%) Professionalism19.7(35)58.4(104)14.6(26)6.2(11) Reliability15.7(28)51.1(91)28.1(50)3.4(6) Confidence28.1(50)44.4(79)23.0(41)2.2(4) Empathy9.6(17)38.2(68)41.6(74)7.9(14) Resourcefulness20.2(36)40.4(72)29.2(52)7.3(13) Duty consciousness 20.8(37)42.7(76)31.5(56)3.9(7) Trustworthy21.9(39)42.1(75)29.8(53)3.9(7) Time Consciousness 14.6(26)46.1(82)30.9(55)6.7(12)

17. RESULTS AND DISCUSSIONS Join KNUST Alumni: FrequencyPercentValid Percent Cumulative Percent Yes 16190.4 No 137.3 97.8 Answer Not Provided 42.2 100.0 Total 178100.0

18. RESULTS AND DISCUSSIONS Recommend KNUST To Prospective Applicants: FrequencyPercent Valid Percent Cumulative Percent Yes 16894.4 No 63.4 97.8 Answer Not Provided 42.2 100.0

19. CONCLUSION From the analysis of results, it could be concluded that Students were informed about major decisions taken at the department or college level by their class representatives, but they are not happy about the way they are involved in the day to day management of the department/college.

20. CONCLUSION Students were attended to properly and anytime they visited the college/department offices.Again, they always received the information they want at the college/department. However, they have a perception that, their concerns and misgivings about policies and decisions are not addressed properly and on time.

21. CONCLUSION Officers at the various departments are rated very high on their professionalism and Friendliness. However, there is the need for improvement with regards to Time- consciousness and Empathy.

22. CONCLUSION Students were satisfied with the knowledge they have received as well as the mode of delivery of lecturers. They were also satisfied with the type of tuition that made them to decide to offer that programme. However, they were not satisfied with the teaching materials that were made available for learning as well as learning environment (lecture room and facilities).

23. CONCLUSION Lecturers were rated very high on Professionalism. Also, they were rated high on their Confidence and Reliability. However, there is the need for improvement with regards to Fairness.

24. CONCLUSION There is the need for improvement in all the facilities and services the University provide (Library, ICT, Sports, Medical Care, accommodation for Residential students (Hall of Residence), private accommodation for non- Residential students and campus safety and security Students are prepared to join the Alumni Association and are also ready to recommend KNUST to potential applicants.

25. RECOMMENDATIONS It is recommended that, Students Satisfaction Survey should be instituted as part of quality Assurance measures in higher education management. This would enable management at both the College and the main Administration to appreciate students’ concerns and integrate them in planning.

26. RECOMMENDATIONS It is also recommended that, Public Relation courses should be organized on regular basis for all staff. This would enable them to give better and improved services to students and other clients of the University since the University is going to face competition from private Universities very soon.

27. RECOMMENDATIONS Also, courses should be regularly organized for Lecturers and other Administrative staff in Assessment, Pedagogy, Counselling among others to ensure that, there is improvement in teaching and learning.

28. RECOMMENDATIONS Again, there is the need for improvement in all the facilities and services the University provide (Library, ICT, Sports, Medical Care, accommodation for Residential students (Hall of Residence), private accommodation for non- Residential students and campus safety and security. This would enable our students to get value for money as part of quality assurance measure in modern University administration.

29. RECOMMENDATIONS Lastly, workshops/seminar should be organized for class representatives in the discharge of their work. This would ensure that, they properly inform their fellow students about outcomes of meetings they attend. THANK YOU