student satisfaction survey - … student survey repo… · 3 survey findings..... ii 4...
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KENYA FOREST SERVICE
SURVEY REPORT
Envag Associates (K) Ltd Karen Plains Arcade, Off Karen Road 3rd Floor, Wing C # 6 P. O. Box 56656 - 00200 Nairobi, Kenya Tel: +254 - 20-2392316 Cell: 0708743165 Email: [email protected] www.envagassociates.com
E A K L
Year 2013
STUDENT SATISFACTION SURVEY
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TABLE OF CONTENT
LIST OF TABLES .............................................................................................................................. I LIST OF FIGURES ............................................................................................................................ I LIST OF ACRONYMS/ ABBREVIATIONS .................................................................................... I EXECUTIVE SUMMARY ................................................................................................................. I 1 Background .............................................................................................................................................................. i 2 Methodology ........................................................................................................................................................... i 3 Survey findings ....................................................................................................................................................... ii 4 Recommendations and Suggestions ................................................................................................................... ii CHAPTER ONE: INTRODUCTION ......................................................................................... 1 1.1 Background ............................................................................................................................................................. 1 1.2 Objective of Satisfaction Survey .................................................................................................................... 1 1.2.1 Specific Objectives of Satisfaction Survey .................................................................................................... 1 1.3 Satisfaction Defined ......................................................................................................................................... 2 1.4 Factors Affecting Satisfaction......................................................................................................................... 2 1.5 Determining Satisfaction Levels..................................................................................................................... 3 1.6 Significance of Satisfaction Surveys ............................................................................................................... 3 1.7 Rationale for the study ..................................................................................................................................... 3 CHAPTER TWO: APPROACH AND METHODOLOGY ......................................................... 4 2.1 Activity Schedule and Timelines .................................................................................................................... 4 2.2 Sampling .......................................................................................................................................................... 4 2.3 Sources of Information ................................................................................................................................... 4 2.4 Data Collection Tools ...................................................................................................................................... 5 2.6 Data Collection, Entry and Analysis ............................................................................................................. 5 2.7 Deliverables ....................................................................................................................................................... 5 CHAPTER THREE: SURVEY FINDINGS ............................................................................... 6 3.1 Student Satisfaction Index ............................................................................................................................. 6 3.1.1 Learning Environment ................................................................................................................................... 7 3.1.2 Academic Processes ........................................................................................................................................ 8 3.1.3 Cafeteria / Hostels and Security facilities .................................................................................................. 10 3.1.4 Management and Leadership ....................................................................................................................... 12 3.1.5 Admission process and Fees........................................................................................................................ 13 3.1.6 Relationship with staff ................................................................................................................................... 14 3.1.7 Extra Curricular activities ............................................................................................................................. 15 CHAPTER FOUR: DEMOGRAPHIC INFORMATION......................................................... 17 D1. Age .................................................................................................................................................................... 17 D2. Marital status ................................................................................................................................................... 17 D3 Gender ............................................................................................................................................................ 17 D4. Extent of Change ............................................................................................................................................ 17 D5 Physical disability ............................................................................................................................................ 18 CHAPTER FIVE: CONCLUSIONS AND RECOMMENDATIONS ...................................... 19 APPENDIX A DATA COLLECTION TOOL .......................................................................... 21
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LIST OF TABLES
Table Number Description Page No
E1 Summary scores iv
2.2 Work plan 6
2.3 Data collection tool 7
3.1 Overall student satisfaction 8
3.2 Learning Environment 9
3.3 Academic Process 10
3.4 Cafeteria Hostels and Security 12
3.5 Management and Leadership 13
3.6 Relationship with staff 15
3.8 Admission Process 18
3.9 Extracurricular activities 19
D1 Age 20
D2 Marital status 20
D3 Gender 21
D4 Physical disability 22
D5 Extend of change 22
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LIST OF FIGURES
FigureNumber Description Page No
3.1 Overall student satisfaction 8
3.2 Learning Environment 10
3.3 Academic Process 11
3.4 Cafeteria Hostels and Security 13
3.5 Management and Leadership 14
3.6 Relationship with staff 16
3.7 Admission Process 17
3.8 Extracurricular activities 19
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LIST OF ACRONYMS/ ABBREVIATIONS
Abbreviation Description
CD ROM Compact Disk Read Only Memory
Eq Equation
FGD Focus Group Discussion
SI Satisfaction Index
SPSS Statistical Package for Social Scientists
KFS Kenya Forest Service
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EXECUTIVE SUMMARY
1 Background
Kenya Forest Service (KFS) is a State Corporation established in February 2007 under the Forest
Act 2005 to conserve, develop and sustainably manage forest resources for Kenya's social-
economic development.
The KFS management structure comprises 10 conservancies that are ecologically demarcated, 76
Zonal Forest Offices, 150 forest Stations, and 250 divisional forest extension offices located
countrywide, and critical in forest management and surveillance.
To participate in forest management, forest adjacent communities have formed registered groups
and are currently working with KFS to sustainably manage forest resources. In total, there are 325
community forest associations.
Kenya Forestry College (KFC) was established in 1957 as Forestry Training School, Londiani. The
school offered a two-year long course in forestry for Forest Rangers. The college was once a
centre of academic excellence regionally, attracting students from as far away as Malawi, Zambia,
the Comoros, Sudan, Ethiopia, Botswana and Granada. It lost the glamour a few years ago
This report for Customer Satisfaction Survey presented how Envag Associates Limited actually
assessed the survey level for the College. The results of the survey was expected to enable the
College get information on how to improve its image, capability and to identify priorities that
require specific interventions in a bid to improve its service delivery.
2 Methodology
Due to specific importance to KFS Customer Satisfaction improvement, information on KFS
services was of Primary data collected using questionnaires designed on a 5 point Likert scale and
Secondary data (KFS Current strategic plan, KFS Service Charter, Information on KFS Statutes,
among other sources).
The Customer Satisfaction Index was obtained by SPSS using the principle of weighted average
method as follows: The frequencies (tallies) for different agreement levels were obtained and then
multiplied by the respective weights for every factor under investigation. The sum of the product
obtained was divided by the sum of tallies for every factor to obtain a mean score within a Likert
scale of 1-5. This mean score was then multiplied by index interval; in this case 20 for arrange of
0 to 100 to enable presentation of results in percentages. Note: SPSS was used to do all these in
one step. Further analyses were done on Ms Excel and reporting on Ms Word platform.
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3 Survey findings
The overall Student Satisfaction Index was 63.61%. The Table E1 below shows summary of
survey findings per category of Students
.
Table E1: Individual scores
No Parameter Score (%)
a. Learning Environment 67.89
b. Academic Processes 67.85
c. Cafeteria/Hostels/Security Facilities 66.91
d. Management and Leadership 64.75
e. Admission Process And Fees 63.68
f. Relationship With Staff 62.94
g. Extracurricular Activities 51.27
Average 63.61
4 Recommendations and Suggestions
The overall studentSatisfaction Index was 63.61%. The score is well above the 50% average. In
order to get a higher score in the subsequent surveys the KFS is encouraged to work on the
recommendations outlined by the consultant. Focus should especially be directed towards the
students who are the main Students and issues raised worked on, both in short term and long run.
The following is an outline of the comments.
LEARNING ENVIRONMENT
Overall, the students were fairly satisfied with the learningenvironment as there are adequate,
sizable and clean lecture theatres. The students also requested that audio system and projectors be
integrated into the classrooms.
The institution should consider increasing the number of libraries so as to accommodate students
better and increase relevant materials in the library. As such a student indicated “The college should
consider a seperate library for those undertaking paramilitary training as the current library focuses on conservation
and forestry”
ACADEMIC PROCESSES
Students were generally pleased with the academic process as most classes begun on time, there
were fewer class clashes and the time allocated for lecture sessions is reasonable. The students also
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felt that the curriculum taught at the institution is relevant, course facilitators are competent and
the course registration process at the beginning of the semester is satisfactory. However they felt
that denying somebody a chance to sit for an exam because of tuition fees arrears was rather harsh.
“The college administration should allow students to sit for examination even when they have a
fee balance and then withhold their certificates until they clear the fee balance.”
The Collegeis also encouraged to give students a humble time to prepare for exams. “The college
should consider giving us adequate time to prepare for exams even for one week that will be enough”.
The college should consider looking into processing and releasing results on time and examination
related issues be promptly addressed on time. This alongside well-arranged field excursion will be a
great way of enhancing student satisfaction.
CAFETERIA/HOSTELS/SECURITY FACILITIES
A good number of students were satisfied with the security measures with the College and they
pointed out that the security staffs were courteous. It was noted that the cafeteria/dining hall were
regularly cleaned and the food served at these establishments was priced reasonably. “Why deny a
student his/her meal yet he will clear the fee balance”. The college needs to ensure that students welfare
and wellbeing are catered for at all times and such should be communicated to them in advance.
MANAGEMENT AND LEADERSHIP
The students were comparatively satisfied with the management and leadership of the institution.
A student respondent in the affirmative by saying “A good number of staff in the management level were
efficient in services delivery and promptly respond to paramount issues raised by students”.
On the area of medical services, the students pointed out that services were satisfactory. The
College should make arrangements to better equip the clinic and set up a laboratory.
ADMISSION PROCESS AND FEES
Generally, the students were satisfied with the admission and fee payment process. A good
number of students pointed out that the admission process is fairly fast and transparent. The
institution however, needs to increase the number of staff in this department to cope up with the
growing number of students. A respondent said that “we are happy with the way we are handled but
there are some students who need financial assistance and the college knows this”
The student community also indicated that the College should consider collaborating with
financial institutions and identify students with special needs so as to cater for them.
RELATIONSHIP WITH STAFF
Students were generally concerned that their views and opinion mattered least to the staff and the
College as a whole. It is imperative that the College takes steps to improve relations between staff
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and students. The issue of rude non-teaching staff should be looked into by relevant departmental
heads and the institution as a whole. A respondent said “.....Complains take long before being attended
to...”. It will also be imperative that the management to sensitize the non-teaching staff on the use
of national language since the college has a national outlook and appeal.
EXTRACURRICULAR ACTIVITIES
Given the importance of extracurricular activities to the general development of students, a good
number of students were concerned that the institution was not giving them enough support as far
as extracurricular activities were concerned. It was pointed out that with the exception of
Volleyball pitch all the rest were either in a poor/ bad shape or even non-existent and they felt the
college needs to do more so as to cater for the various sports interests. A respondent said “ Only
those who play volleyball have a good pitch but some of us love football and this is not well prepared”
.
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CHAPTER ONE: INTRODUCTION
1.1 Background
Kenya Forest Service (KFS) is a State Corporation established in February 2007 under the Forest
Act 2005 to conserve, develop and sustainably manage forest resources for Kenya's social-
economic development.
The KFS management structure comprises 10 conservancies that are ecologically demarcated, 76
Zonal Forest Offices, 150 forest Stations, and 250 divisional forest extension offices located
countrywide, and critical in forest management and surveillance.
To participate in forest management, forest adjacent communities have formed registered groups
and are currently working with KFS to sustainably manage forest resources. In total, there are 325
community forest associations.
Kenya Forestry College (KFC) was established in 1957 as Forestry Training School, Londiani.
The school offered a two-year long course in forestry for Forest Rangers. The college was once a
centre of academic excellence regionally, attracting students from as far away as Malawi, Zambia,
the Comoros, Sudan, Ethiopia, Botswana and Granada. It lost the glamour a few years ago
This report for Customer Satisfaction Survey presented how Envag Associates Limited actually
assessed the survey level for the College. The results of the survey was expected to enable the
College get information on how to improve its image, capability and to identify priorities that
require specific interventions in a bid to improve its service delivery.
1.2 Objective of Satisfaction Survey
The objective was to assess the services offered by KFS to its Students and students in terms of
levels of satisfaction as perceived and by getting their views on the challenges they encounter in
search for services. It also included respondents’ suggestions on how service delivery could be
improved.
1.2.1 Specific Objectives of Satisfaction Survey
The specific objectives were to:-
1. Identify the services offered toStudents by the College.
2. Determine level of compliance with the College service chatter.
3. Determine the level of satisfaction for the services offered.
4. Provide recommendations for improvement of Student Satisfaction.
5. Provide recommendations for compliance with standards.
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1.3 Satisfaction Defined
Satisfaction refers to the attitudes and feelings that external Students and students have towards
an institution they serve and or serves them, in this case KFS. It embodies a system of beliefs that
may have not been articulated. These beliefs themselves are based on certain values and are the
foundation upon which attitude and behaviour are also based. Satisfaction is derived from the
psychological contract and encompasses the actions Students and employees believe are expected
of them and what response they expect from their engagement relationships.
Satisfaction is concerned with assumptions, expectations, promises and mutual obligations. It
creates attitudes and emotions that govern behaviour. It is also implicit and dynamic as it
develops over time with accumulation of experiences, changing engagement conditions and re-
evaluation of expectations. Thus satisfaction may provide some indications of the answers to the
two engagement relationship questions that individuals normally pose: “What can I reasonably
expect from the organization? And what should I reasonably be expected to contribute in
return?”
Satisfaction and engagement relationships are never quite fully understood by either party that
gives or provides the services. From the Student’s point of view, the engagement relationship and
the associated satisfaction may be based on:-
o How they are treated in terms of fairness, equity and consistency
o Security of engagement
o Scope to demonstrate competence
o Career expectation and opportunity to develop skills
o Involvement and influence
o Trust in the management of the organization to keep their promises
From the engaging institution perspective, satisfaction may cover aspects of the engagement
relationship such as: Competence, Effort, Compliance, Commitment and Loyalty.
1.4 Factors Affecting Satisfaction
The level of satisfaction is affected by both intrinsic and extrinsic motivating factors, the quality
of supervision, and social relationship with the work groups and the degree to which individuals
succeed or fail in their work. The discretionary behaviour which helps the organization to be
successful is most likely to happen when Students are well motivated and feel committed to the
organization and when the services give them high level of satisfaction.
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1.5 Determining Satisfaction Levels
The degree to which Students and employees are satisfied can be measured by attitude surveys by
obtaining opinions on key matters about an organization. Such attitudes survey may be conducted
using any set or all of the following:
Structured questionnaires
Open ended interpersonal interviews
Combinations of questionnaires and interviews, and
Use of Focus Group Discussions
1.6 Significance of Satisfaction Surveys
KFS has increasingly become aware that the reflections of their Students in particular make the
attainment of their goals more likely. It is noteworthy that through Performance Contracting,
organizations are required to state in advance what they tend to achieve in a given year and they
are evaluated on these set targets.
Organizations also use service charters to tell the public what they stand for and how they will
provide their services. The extent to which the service charter has been implemented normally
provides some perception about satisfaction levels. It KFS always be remembered that room
should be created for continuous improvement and the bases for these are the independent
feedback systems from stakeholder’s attitude surveys.
1.7 Rationale for the study
KFS is actively participating in the implementation of the wider Government of Kenya
development policies that embrace, among other things, the Civil Service Reform Programmes.
In this regard therefore, KFS has set up internal structures to manage the reform initiatives
necessary for enhanced efficiency and effectiveness in management. KFS has developed specific
management tools such as the strategic plan and service charter which enable it to specify the
results it seeks to realize within given time frames and relevant strategies to achieve these results.
In its endeavour to be an effective and efficient institution, KFS is desirous to know the current
levels of Students’ satisfaction. It is in this light that Envag Associates Limited was contracted
through a competitive tendering process to conduct the Student satisfaction survey.
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CHAPTER TWO: APPROACH AND METHODOLOGY
2.1 Activity Schedule and Timelines
The preliminary activities were presented in a logical sequence as shown below:
1. Mobilization and planning to involve resource mobilization,
2. Familiarization with KFS and assignment kick off.
3. Determination of the level of participation of identified KFS students
4. Discussion and agreement on the scope and duration of work
5. Confirmed understanding of the objectives of the assignment
6. Agreed on proposed approach and methodology
7. Agreed on documents to be reviewed by the consultant.
8. Agreed on expected outputs and set deadlines for their submission
9. Agreed on the report timelines.
2.2 Sampling
A sampling frame refers to, for instance, faculties from which students’ respondents were drawn.
It also refers to targeted respondents lists obtained from KFS for the survey. The sample size
used was as follows:
RESPONDENTS Targeted Archived Response Rate (%)
Students 100 78 78
Average 78 78
All the respondents were given equal opportunity to participate in the survey within the survey
data collection timeframe. In order to effectively capture the differences by category from the
study population, stratified random sampling technique was adopted in the survey design. The
benefit of stratification was that it allowed the sampler to control the stratum and ensured a
defined level of statistical precision and comparability.
Therefore a sample size of 100 students was then drawn cutting across all the faculties and both
diploma, undergraduate and Post graduate students were involved.
The consultants had the questionnaire self-administered by respondents, under close supervision
by consultants. A brief sensitization of respondents was held before administration of
questionnaires
2.3 Sources of Information
The consultant was aware that information on KFS services was of specific importance to its
Students Satisfaction Improvement. Primary data were collected using questionnaires attached in
appendices and secondary data was obtained from the following sources as a minimum:
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KFS’s Current strategic plan
2.4 Data Collection Tools
The main tool for capturing primary data during the survey was questionnaire. The tool was
attached in Appendix and its description and content depicted in Table 2.1 below:
Table 2.1 Structure of Data Collection Tools
No. Name of Tool Contents
1. Student Satisfaction Survey questionnaire
Section A: Customer/ Students Satisfaction -Relationship with staff -Admission process and fees -Learning Environment -Academic processes -Extra Curicular activities -Management and Leadership -Cafeteria/Hostels/Security Facilities
Section B: Suggestions
Section C: Demography and Personal Information
3. Focus Group Discussion. Focused on contents in section.
The Customer questionnaire captured the level of satisfaction.
2.6 Data Collection, Entry and Analysis
Data coding and entry was done concurrently with data collection in the field. After which the
consultant embarked on analysis of the data, comments and observations obtained from the
field visits and secondary sources. The consultant carried out data coding, framework
development for data entry and analysis of data collected in SPSS and Ms Excel Platforms.
2.7 Deliverables
The consultant then presented a report to the client on the results of the entire survey exercise
and submitted agreed bound hard copies and a soft copy in MS word format.
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CHAPTER THREE: SURVEY FINDINGS
3.1 Student Satisfaction Index
The overall Student Satisfaction Index was 63.61%. The Table below shows summary of survey
findings per survey parameters.
Table 3.1 Summary of Students Satisfaction Index
No Parameter Score (%)
a. Learning Environment 67.89
b. Academic Processes 67.85
c. Cafeteria/Hostels/Security Facilities 66.91
d. Management and Leadership 64.75
e. Admission Process And Fees 63.68
f. Relationship With Staff 62.94
g. Extracurricular Activities 51.27
Average 63.61
The individual scores of parameters were as follows:“Learning environment” with 67.89%,
followed by “Academic Processes”with 67.85%, “Cafeteria / hostels/ security facilities” with
66.91%, “Management and Leadership” with 64.75%,“Admission Process and fees” with
63.68% “Relationship with staff” with 62.94%, and finally “Extracurricular activities” with
51.27%.The figure shows graphical representation of Students Satisfaction Key parameters.
Figure 3.1 Student Satisfaction Indices
0
20
40
60
80
100
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ry f
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75.666.66 66.62 66.61 66.61
57.5670.75
63.61
Ind
ex
(%
)
Parameters
Overall Score
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3.1.1 Learning Environment
A learning environment conceptually speaking refers to the whole range of components and
activities within which learning happens. Technically speaking a learning environment relies on
computer supported systems such as a learning management system, a combination of various
educational technologies. Enough furniture in the lecture theatres/classes, Adequacy of
lightening in the lecture rooms and Conducive learning environment for the students should be
the pride of every lecture in the College which are some of the key factors that KFS has
prioritized. Table 3.4 below shows key indicators under learning environment.
Table 3.2 Learning environment.
No LEARNING ENVIRONMENT Score (%)
a. The environment at the KFS is conducive for learning 81.07
b. The lighting in the lecture theatres/rooms is adequate 81.05
c. External noise does not interfere with lectures/classes 76.80
d. Lecturers theatres/rooms are adequate 75.90
e. The lecture theatres/rooms are clean 73.60
f. I am satisfied with the availability of ICT facilities at KFS 66.60
g. There is enough furniture in the lecture theatres/classes 66.40
h. Laboratories are adequate 64.20
i. I am satisfied with the level of access of ICT facilities by students 62.46
j. An audio system is of good quality 62.26
k. I am satisfied with availability of relevant journals in the library 62.20
l. The level of technology used in lecturing is of high standards 60.00
m. I am satisfied with availability of relevant books in the library 50.00
Average 67.89
The average index on learning environment was 67.89%. In this category the highest score was
that “The environment at the College is conducive for learning” with 81.07%, followed by “The
lighting in the lecture rooms is adequate” with 81.05%”,. “External noise does not interfere with
lectures” with 76.8%, “Lecture theatres / rooms are adequate” with 75.9%,“the lecture rooms
and theatres are clean with 73.6%”.,“I am satisfied with availability of ICT facilities at KFS” with
66.6%,“There is enough furniture in the lecture theatre/classes” with 66.4%”, “Laboratories are
adequate” with 64.20%, I am satisfied with the level of access of ICT facilities by students”, with
62.46%. “An audio system is of good quality” with 62.26% “I am satisfied with availability of
relevant journals in the library” with 62.2%“The level of technology used in lecturing is of high
standards” with 60% and finally “I am satisfied with availability of relevant books in the library”
with 52.89%, “The figure 3.4 below shows the results on learning environment.
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Figure 3.2 Learning environment.
3.1.2 Academic Processes
The typical academic processes consist of providing information, exercises, clarification and
testing. The main goal is to provide the students with knowledge and skills in various subject
matters. It is essential to note that a teacher/facilitator/lecturer plays a key role in the learning
process of a student. Learning can be made easy by providing the students with the right
tools/materials
It is noted that Kenya Forest College has the capacity to give its students the best academic
program by ensuring the right curriculum is taught, reasonable time is given for each lecture,
evaluation methods are objective among others. Table 3.3 below shows performance of Key
indicators on Academic Processes
Table 3.3 Academic Processes
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No ACADEMIC PROCESSES Score (%)
a. I am satisfied with the course registration process at the start of the semester 82.46
b. The time allocated for each lecture session is reasonable 76.78
c. In general, the course facilitators (lecturer) at KFS display high standards of competence
76.40
d. Lecturers always begin on time 71.80
e. The curriculum taught at KFS is relevant 70.60
f. There are no classes clashes in the timetable 67.80
g. Lectures are available for consultations 66.60
h. Examinations results at KFS are processed and released on time 61.20
i. Examination-related issues are promptly addressed 53.06
j. The student evaluation methods at KFS are objective 51.80
Average 67.85
The average satisfaction index was 67.85%. “I am satisfied with the course registration process
at the start of the semester” had 82.46%“The time allocated for each lecture session is
reasonable” had 76.78%, “In general, the course facilitators (lecturer) at KFS display high
standards of competence” had 76.4%, “Lecturers always begin on time” had 71.8%. “The
curriculum taught at KFS is relevant” had 70.6%. “There are no classes clashes in the timetable”
with 67.8%,“Lectures are available for consultations” with 66.6%“Examinations results at KFS
are processed and released on time” had a score of 61.2% “Examination-related issues are
promptly addressed” had 53.06% and lastly “The student evaluation methods at KFS are
objective” had 51.8%. The figure 3.3 below shows graphical representation of Key indicators on
Academic Processes
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Figure 3.3 Academic Processes
3.1.3 Cafeteria / Hostels and Security facilities
Availability of Cafeteria, hostels and security are some of the basic social necessities in an
institution(s) especially the learning institutions .The ultimate benefit of a cafeteria within a
learning institutions is that students and the entire community will access food easily and at a
cheaper price .Hostels enable the students to be comfortable ,make them access easily the other
facilities within the College e.g. the library even at late hours without any problem .Security on
the other hand enables the entire institution’ to be safe and comfortable at any time because
they know they are safe. KFS. Cafeteria, Hostels were looked at in terms of cleanliness and
sufficiency while Security was looked at in terms of courtesy and efficient measures. The results
were as shown in table 3.7 below;
Table 3.4 Cafeteria/ hostels/ security facilities
11
No CAFETERIA/HOSTELS/SECURITY FACILITIES Score (%)
a. Security staff at KFS are courteous 83.78
b. I am satisfied with the security measures within KFS 80.22
c. The students wash rooms are sufficient 80.00
d. The cafeteria/dining hall is clean 67.38
e. The hostels facilities at KFS are of high standard (if applicable) 64.00
f. The student wash rooms are clean 63.74
e. I am satisfied with the quality of food served at the cafeteria/dining hall(s) 56.46
f. The cost of food at the cafeteria/dining hall is reasonable 56.00
g. The student hostels are always clean (if applicable) 50.60
Average 66.91
The average satisfaction index on Cafeteria, Hostels and Security facilities was 66.91%. The
highest score was that of “Security staff at KFS are courteous” with 83.79% followed by “I am
satisfied with the security measures within KFS” with 80.22%, “The students wash rooms are
sufficient” with 80%, “The cafeteria/dining hall is clean” with 67.38%, “The hostels facilities at
KFS are of high standard (if applicable)” with 64%,“The student washrooms are sufficient”
with 63.74%, “I am satisfied with the quality of food served at the cafeteria/dining hall(s)” with
56.46%. “The cost of food at the cafeteria/dining hall is reasonable” with 56% and finally The
student hostels are always clean (if applicable)” with 50.6%, The results are shown in Figure 3.4
below.
Figure 3.4 Cafeteria /hostels and security facilities
0
20
40
60
80
100
Sec
uri
ty sta
ff a
t K
FS a
re c
ourt
eous
I am
sat
isfi
ed w
ith t
he
secu
rity
m
easu
res
wit
hin
K
FS
Th
e st
uden
ts w
ash
ro
om
s ar
e su
ffic
ien
t
The
cafe
teri
a/din
ing
hal
l is
cle
an
The
host
els
faci
liti
es a
t K
FS a
re o
f hig
h s
tandar
d (
if a
pplica
ble
)
Th
e st
ud
ent w
ash r
oom
s ar
e cl
ean
I am
sat
isfi
ed w
ith t
he
qual
ity
of
food s
erved
at
the
cafe
teri
a/din
ing
hal
l(s)
The
cost
of
food a
t th
e ca
fete
ria/
din
ing
hal
l is
rea
sonab
le
The
studen
t host
els
are
alw
ays
clea
n (if
applica
ble
)
Aver
age
83.78 80.22 80
67.38 64 63.7456.46 56
50.6
66.91
Ind
ex
(%
)
Parameters
CAFETERIA/HOSTELS/SECURITY FACILITIES
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3.1.4 Management and Leadership
Management is defined as an organizational process that includes strategic planning, setting
objectives, managing resources, and deploying the human and the financial assets needed to
achieve objectives and measuring results. At KFS, management includes recording and storing
facts and information for later use or for others within KFS. Management functions are not
limited to managers and supervisors. Every member of an organization such as KFS has some
management and reporting functions as part of their job; and as such, management can also be
defined as form of leadership, in this sense leadership is a process of social influence which
maximizes the efforts of others towards the achievement of a goal. However in Student/student
management, it is generally agreed that all work to earn a living. This links Student satisfaction
to available leadership and management in enhancing Student motivation. The Table 3.5 below
provides key parameters on leadership and management on students.
Table 3.5 Management and Leadership
No MANAGEMENT AND LEADERSHIP Score (%)
a. I am satisfied with academic division of the college 75.00
b. I am satisfied with KFS medical service 73.80
c. KFS management supports student union activities 72.50
d. Administrative delays at KFS cause indiscipline among students 72.30
e. KFS top management responds promptly to important issues affecting the students
67.70
f. I am satisfied with the students’ disciplinary process at KFS 67.50
g. The student leadership at KFS is effective 52.40
h. I am satisfied with KFS effort to support needy students 36.80
Average 64.75
The average satisfaction index for leadership and management was 64.75%, “I am satisfied with
academic division of the College scored 75%” followed by “I am satisfied with KFS medical
service” with 73.80%, “KFS management supports student union activities” with 72.5%.
“Administrative delays at KFS cause indiscipline among students” with 72.3%, “KFS top
management responds promptly to important issues affecting the students” with 67.70%.“I am
satisfied with the studentsdisciplinary process at KFS” with 67.5%, “The student leadership at
KFS is effective” with 52.4%and finally “I am satisfied with KFS effort to support needy
students” with 36.80%, Figure 3.5 below provides key parameters on leadership and
management on students.
13
Figure 3.5 Management and Leadership
3.1.5 Admission process and Fees
Admission is the act of allowing someone entrance by granting them permission, by provision
or existence of pecuniary means, or by the removal of obstacles. It can further be defined as a
fee paid for admission, the granting of an argument or position not fully paid. A fee on the
other hand is a price paid on a good or service provided.
The admission process and Fees payment at Kenya forest college is transparent and students are
able to register promptly for the academic semester. This indicates that students are
comfortable with the admission process and the service delivery by the College hence fees are
competitive. Table 3.6 below shows key parameters under admission process.
Table 3.6 Admission Process
No ADMISSION PROCESS AND FEES Score (%)
a. The admission process is at KFS transparent 68.54
b. Student registration process at KFS is straight forward 65.20
c. Fees at KFS are competitive 61.80
d. I am satisfied with the KFS fees payment processes 59.16
Average 63.68
0
20
40
60
80
100
I am
sat
isfi
ed w
ith a
cadem
ic
div
isio
n o
f th
e co
lleg
e
I am
sat
isfi
ed w
ith K
FS m
edic
al
serv
ice
KF
S m
anag
emen
t su
pport
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uden
t unio
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itie
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Adm
inis
trat
ive
del
ays
at K
FS
cause
ind
isci
pline
among
studen
ts
KF
S t
op m
anag
emen
t re
sponds
pro
mptl
y to
im
port
ant
issu
es
affe
ctin
g th
e st
uden
ts
I am
sat
isfi
ed w
ith t
he
stud
ents
’ dis
ciplinar
y pro
cess
at
KF
S
The
studen
t le
ader
ship
at
KF
S is
effe
ctiv
e
I am
sat
isfi
ed w
ith K
FS e
ffort
to
support
nee
dy
studen
ts
Aver
age
75 73.8 72.5 72.3 67.7 67.5
52.4
36.8
64.75In
dex
(%
)
Parameters
MANAGEMENT AND LEADERSHIP
14
The average Score for the admission process is 63.68%. Since there is transparency at KFS,
Student admission process is high with a 68.54%, 65.20% having confidence with the
registration process, fees at KFS are competitive with 61.80% and finally 59.16% of students
saying “I am satisfied with the KFS fees payment processes”. The Figure 3.1 below shows
graphical representation of performance on Admission process and fees at KFS.
Figure 3.6 Admission process
3.1.6 Relat ionship with staff
Student relationship with staff means communication between the students and the
management concerning decisions, grievances, conflicts, problem resolutions, and issues of
collective bargaining. It involves the way in which the students and the staff feel about each
other and relate to each other. The maintenance of student/staff relationships that contribute to
satisfactory productivity motivates the students and ensures healthy student morale in the
institution. The Table 3.5 below shows the key parameters that are indicators of effective
student/staff relationship
Table3.7: Relationship with staff
No RELATIONSHIP WITH STAFF Score (%)
a. Departmental staff provide sufficient information 77.84
b. Non teaching Staff at KFS are courteous 72.62
c. There is appropriate communication channel between management and student 56.80
d. KFS staff responds to administrative queries promptly 55.84
e. Students complains are handled timely 51.60
020406080
100
The admission
process is at KFS
transparent
Student registration process at
KFS is straight forward
Fees at KFS are
competitive
I am satisfied with the KFS fees payment
processes
Average
68.54 65.2 61.8 59.16 63.68
Ind
ex (
%)
Parameters
ADMISSION PROCESS AND FEES
15
Average 62.94
The mean score for “Relationship with Staff” was 62.94%. The highest score was “Departmental
staff provide sufficient information” 77.84% followed by “Non teaching Staff at KFS are
courteous” 72.62%“There is appropriate communication channel between management and
student” 56.8%, “KFS staff responds to administrative queries promptly” 55.84% and finally
“Students complains are handled timely” 51.60%.Figure 3.5 below shows a graphical
representation of relationship with staff at KFS.
Figure 3.7 Relationship with Staff
3.1.7 Extra Curricular activities
Extra-curricular activities; means outside the regular curriculum or program of courses. It can
be further defined as activities that fall outside the realm of normal curriculum of school or
College, education performed by students. KFS should engage more in extra curriculum
activities which will assist students in balancing of academics and extra curriculum activities.
This enables the students to remain focused in achieving both short and long term goals. Table
3.8 below shows key indicators under extracurricular activities
0
20
40
60
80
100
Dep
art
men
tal s
taff
p
rovi
de s
uff
icie
nt
info
rmati
on
No
n t
each
ing
Sta
ff a
t
KF
S a
re c
ou
rteo
us
Th
ere
is
ap
pro
pri
ate
co
mm
un
icati
on
ch
an
nel
betw
een
man
ag
em
en
t an
d s
tud
en
t
KF
S s
taff
resp
on
ds
to
ad
min
istr
ati
ve q
ueri
es
pro
mp
tly
Stu
den
ts c
om
pla
ins
are
h
an
dle
d t
imely
Ave
rag
e
77.84 72.62
56.8 55.84 51.662.94
Ind
ex (
%)
parameters
RELATIONSHIP WITH STAFF
16
Table 3.8 Extracurricular activities
No EXTRACURRICULAR ACTIVITIES Score (%)
a. I am satisfied with KFS’s support in extra-curricular activities 60.00
b. The social amenities are well maintained 47.40
c. KFS’s has a satisfactory range of social amenities (e.g. football pitches) Hockey fields, etc
46.40
Average 51.27
The average score for extracurricular activities stood at 51.27%. “I am satisfied with KFS’s
support in extra-curricular activities” scored highest with 60.00% “The social amenities are well
maintained” with 47.4%and finally “KFS has a satisfactory range of social amenities (e.g. football
pitches) Hockey fields, etc” with 46.40%. Figure 3.8 below shows key indicators under
extracurricular activities.
Figure 3.8 Extracurricular activities
0
20
40
60
80
100
I am
sat
isfi
ed w
ith
K
FS’s
support
in e
xtra
-cu
rric
ula
r ac
tivit
ies
Th
e so
cial
am
enit
ies
are
wel
l mai
nta
ined
KF
S’s
has
a s
atis
fact
ory
ra
nge
of
soci
al a
men
itie
s (e
.g. f
oo
tbal
l p
itch
es)
Ho
ckey
fie
lds,
etc
Aver
age
6047.4 46.4 51.27
Ind
ex
(%
)
Parameters
EXTRACURRICULAR ACTIVITIES
17
CHAPTER FOUR: DEMOGRAPHIC INFORMATION
D1. Age
On age, 76.7% of the respondents were between 18-24 years,23.4% were between 25-34 years
Table D1 Age
Age Percentage (%)
18-24 Years 76.7
25-34 Years 23.4
Total 100.0
D2. Marital status
On marital status, 81.90% were single while 19.10% were married.
Table D2 Marital status
Marital status Percentage (%)
Single 81.90
Married 19.10
Total 100.00
D3 Gender
The Figure D3 below shows the gender of respondents. 61.10% of the respondents were male
while 38.90% were female.
Table D3 Gender
Gender Percentage (%)
Female 38.9
Male 61.1
Total 100.0
D4. Extent of Change
18
27.8% of the respondents said better while 72.2%% said slightly better.
Table D8 Extent of Change
Extent of Change Percentage (%)
Better 27.8
Slightly better 72.2
Total 100.0
D5 Physical disability
On disability status, 100% did not have physical disability.
Table D5. Physical Disability
Physical Disability Percentage (%)
No 100.0
Total 100.0
19
CHAPTER FIVE: CONCLUSIONS AND RECOMMENDATIONS
5.1 Conclusion
The overall student Satisfaction Index was 63.61%. The score is well above the 50% average. In
order to get a higher score in the subsequent surveys the KFS is encouraged to work on the
recommendations outlined by the consultant. Focus should especially be directed towards the
students who are the main Students and issues raised worked on, both in short term and long
run. The following is an outline of the comments.
5.2 Recommendation
LEARNING ENVIRONMENT
Overall, the students were fairly satisfied with the learningenvironment as there are adequate,
sizable and clean lecture theatres. The students also requested that audio system and projectors
be integrated into the classrooms.
The institution should consider increasing the number of libraries so as to accommodate
students better and increase relevant materials in the library. As such a student indicated “The
college should consider a seperate library for those undertaking paramilitary training as the current library focuses
on conservation and forestry”
ACADEMIC PROCESSES
Students were generally pleased with the academic process as most classes begun on time, there
were fewer class clashes and the time allocated for lecture sessions is reasonable. The students
also felt that the curriculum taught at the institution is relevant, course facilitators are competent
and the course registration process at the beginning of the semester is satisfactory. However they
felt that denying somebody a chance to sit for an exam because of tuition fees arrears was rather
harsh. “The college administration should allow students to sit for examination even when they
have a fee balance and then withhold their certificates until they clear the fee balance.”
The Collegeis also encouraged to give students a humble time to prepare for exams. “The college
should consider giving us adequate time to prepare for exams even for one week that will be enough”.
The college should consider looking into processing and releasing results on time and
examination related issues be promptly addressed on time. This alongside well-arranged field
excursion will be a great way of enhancing student satisfaction.
CAFETERIA/HOSTELS/SECURITY FACILITIES
20
A good number of students were satisfied with the security measures with the College and they
pointed out that the security staffs were courteous. It was noted that the cafeteria/dining hall
were regularly cleaned and the food served at these establishments was priced reasonably. “Why
deny a student his/her meal yet he will clear the fee balance”. The college needs to ensure that students
welfare and wellbeing are catered for at all times and such should be communicated to them in
advance.
MANAGEMENT AND LEADERSHIP
The students were comparatively satisfied with the management and leadership of the institution.
A student respondent in the affirmative by saying “A good number of staff in the management level were
efficient in services delivery and promptly respond to paramount issues raised by students.
On the area of medical services, the students pointed out that services were satisfactory. The
College should make arrangements to better equip the clinic and set up a laboratory.
ADMISSION PROCESS AND FEES
Generally, the students were satisfied with the admission and fee payment process. A good
number of students pointed out that the admission process is fairly fast and transparent. The
institution however, needs to increase the number of staff in this department to cope up with
the growing number of students. A respondent said that “we are happy with the way we are handled
but there are some students who need financial assistance and the college knows this”
The student community also indicated that the College should consider collaborating with
financial institutions and identify students with special needs so as to cater for them.
RELATIONSHIP WITH STAFF
Students were generally concerned that their views and opinion mattered least to the staff and
the College as a whole. It is imperative that the College takes steps to improve relations between
staff and students. The issue of rude non-teaching staff should be looked into by relevant
departmental heads and the institution as a whole. A respondent said “.....Complains take long before
being attended to...”. It will also be imperative that the management to sensitize the non-teaching
staff on the use of national language since the college has a national outlook and appeal.
EXTRACURRICULAR ACTIVITIES
Given the importance of extracurricular activities to the general development of students, a good
number of students were concerned that the institution was not giving them enough support as
far as extracurricular activities were concerned. It was pointed out that with the exception of
Volleyball pitch all the rest were either in a poor/ bad shape or even non-existent and they felt
the college needs to do more so as to cater for the various sports interests. A respondent said
“Only those who play volleyball have a good pitch but some of us love football and this is not well prepared”
21
APPENDIX A DATA COLLECTION TOOL
Student satisfaction questionnaire
STUDENTS SATISFACTION QUESTIONNAIRE NO_________________________
Introduction
Kenya Forest Service (KFS) has contracted Envag Associates (K) Limited to carry out Customer-
Students Satisfaction Survey. The purpose of this survey is to establish Student satisfaction level and
identify ways of improving service delivery. We are therefore requesting you to fill all sections of this
questionnaire and return it to Envag Officer who will be available for your necessary assistance. All questions
should have only one answer. Do not indicate your name.
Your response will be treated confidentially.
1. Sex
a. Female [ ] b. Male [ ]
2. Age (Please tick appropriately below)
a. 18 -24 years [ ] b. 25 -34 years [ ]
3. Marital Status
a. Single [ ] b. Married [ ] c. Other [...]
Specify________________________________
6. To what extent have things changed since you were admitted at KFS?
a) Better [ ]
b) Slightly better [ ]
c) Not changed [ ]
d) Slightly worse [ ]
e) Very worse [ ]
22
8 Kindly indicate if you have any physical disability (tick appropriately)
a) Yes [ ] b) No [ ]
9. Provide any suggestions that can help KFS improve on its service delivery to student
community.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
____________________________________
23
S/N Statement
Remarks
Please indicate the extent to which you agree with the
following statements about KFS, on a five point Likert
scale (1-5).
Str
on
gly
Sat
isfi
ed
Sat
isfi
ed
Do
n’t
Kno
w
Dis
sati
sfie
d
Str
on
gly
Dis
sati
sfie
d
10. RELATIONSHIP WITH STAFF 5 4 3 2 1
a. The non-teaching staff at KFS are courteous
b. Departmental staff provide sufficient information
c. Student complaints are handled in a timely manner
d. KFS staff responds to administrative queries promptly
e. There is an appropriate communication channel between
management and students
11. ADMISSION PROCESS AND FEES 5 4 3 2 1
a. The admission process at KFS is transparent
b. Student registration process at KFS is straight forward
c. I am satisfied with the KFS fees payment processes
d. Fees at KFS are competitive
12. LEARNING ENVIRONMENT 5 4 3 2 1
a. Lecturers theatres/rooms are adequate
b. Laboratories are adequate
c. The environment at the University is conducive for
learning
d. There is enough furniture in the lecture theatres/classes
e. The lecture theatres/rooms are clean
f. External noise does not interfere with lectures/classes
g. The lighting in the lecture theatres/rooms is adequate
h. The level of technology used in lecturing is of high
standards
i. An audio system is of good quality
j. I am satisfied with availability of relevant books in the
library
24
S/N Statement
Remarks
Please indicate the extent to which you agree with the
following statements about KFS, on a five point Likert
scale (1-5).
Str
on
gly
Sat
isfi
ed
Sat
isfi
ed
Do
n’t
Kno
w
Dis
sati
sfie
d
Str
on
gly
Dis
sati
sfie
d
k. I am satisfied with availability of relevant journals in the
library
l. I am satisfied with the availability of ICT facilities at KFS
m. I am satisfied with the level of access of ICT facilities by
students
13. ACADEMIC PROCESSES 5 4 3 2 1
a. There are no classes clashes on the KFS timetable
b. The time allocated for each lecture session is reasonable
c. In general, the course facilitators (lecturer) at KFS display
high standards of competence.
d. Examination-related issues are promptly addressed
e. Lectures always begin on time
f. I am satisfied with the course registration process at the
start of the semester
g. The curriculum taught at KFS is relevant
h. The student evaluation methods at KFS are objective
i. Examinations results at KFS are processed and released
on time
j. Lecturers are available for consultations
14. EXTRACURRICULAR ACTIVITIES 5 4 3 2 1
a. I am satisfied with KFS’s support in extra-curricular
activities
b. KFS’s has a satisfactory range of social amenities (e.g.
football pitches) Hockey fields, etc
c. The social amenities are well maintained
15. MANAGEMENT AND LEADERSHIP 5 4 3 2 1
a. I am satisfied with KFS’s effort to support needy
25
S/N Statement
Remarks
Please indicate the extent to which you agree with the
following statements about KFS, on a five point Likert
scale (1-5).
Str
on
gly
Sat
isfi
ed
Sat
isfi
ed
Do
n’t
Kno
w
Dis
sati
sfie
d
Str
on
gly
Dis
sati
sfie
d
students
b. I am satisfied with KFS medical service
c. KFS top management responds promptly to important
issues affecting the students.
d. KFS management supports student union activities
e. The student leadership at KFS is effective
f. I am satisfied with the students’ disciplinary process at
KFS
g. Administrative delays at KFS cause indiscipline among
students
h. I am satisfied with academic division of the university
16. CAFETERIA/HOSTELS/SECURITY
FACILITIES
5 4 3 2 1
a. I am satisfied with the quality of food served at the
cafeteria/dining hall(s)
b. The cost of food at the cafeteria/dining hall is reasonable
c. The cafeteria/dining hall is clean
d. The hostels facilities at KFS are of high standard (if
applicable)
e. The student hostels are always clean (if applicable)
f. The student wash rooms are clean
g. The students wash rooms are sufficient
h. I am satisfied with the security measures within KFS
i. Security staff at KFS are courteous
26
20. CUSTOMER/STUDENT PRIORITY
Below are factors that are typically important to KFS customers/students. Using numbers 1-7 please rank the
following factors in their order of importance to you by indicating the ranking number besides the factor. Do
not repeat the ranking number. [7 is ranked highest/best and 1 is least].
S. No. Statement Rank
a. Relationship with Staff
b. Admission process and fees
c. Learning Environment
d. Academic processes
e. Extracurricular Activities
f. Management and Leadership
g. Cafeteria/Hostels/Security Facilities
THANK YOU FOR TAKING TIME TO FILL IN THIS QUESTIONNAIRE
FOR OFFICIAL USE ONLY
Name of Enumerator ________________________ Date of data collection ________________