student satisfaction survey - Fall 2000 Registration procedure

! student satisfaction survey - Fall 2000 Registration procedure Student Satisfaction Feedback Survey

Registration Fall 2000-1

The Oversight Team, and as part of the process improvement initiative, requested the Office of Tests and Measurements to conduct a survey evaluating student satisfaction with the Fall 2000 Registration procedure.

Objectives

To measure students’ level of satisfaction with the registration process as a whole, and with its different processes.
To evaluate the effect of changes initiated this year (e.g. new student orientation, information package, prebilling, and help desk) on student satisfaction with the process.
To identify existing problems, if any, and recommend changes.

Method

Instrument

The Student Satisfaction Feedback Survey was prepared using the same guidelines adopted for the 1999 survey. A five-point rating scale was used to assess students satisfaction / dissatisfaction with various phases of the registration process. The Survey included the following components:

Biographical data. A number of questions requesting information on student background, gender, status, major, etc.. .
The nine registration steps: Placement Tests, Pre-registration, New Student Orientation, Course Listings, Academic Advising, On-line Registration, Statement of Fees, ID Card & Renewal of Stickers, and AUB net Account. Items measuring the time each step took and the level of student satisfaction with that specific phase of the process were also included.
Global items measuring students’ overall satisfaction with the process, in general, and with specific elements like ambiance, courtesy, instructions given, etc.
Other related issues like Drop & Add, Financial Aid, etc.
Comments section at the end of every step and at the end of the Survey to solicit feedback and suggestions.

Sample

The sample consisted of 625 students form all faculties representing 11% of the population. Cluster sampling was used. The sample came from 21 classrooms selected using similar guidelines to the ones followed in selecting the 1999 sample. Table 1 provides a list of course sections covered by the Survey. A breakdown of the sample by faculty, gender, nationality, class, and status is presented in Tables 2 – 6. In addition, these tables provide the population figures (if available at time of writing of report) for the University on each of these dimensions. A close comparison reveals that the sample is quite representative of the population.

Table 1

Sample of Classes Selected for Fall 2000 Survey

Course #	Section	Time	Place	Prof.
Monday, October 16, 2000
Bus. 251	001	08:00	Bus. 2	Shibl
Ed. 215	-	9:00	F.104	El-Hassan
EN 102	5	10:00	N.417	M.Khuri
EN 204	8	10:00	N.414	N. Khuri
EN 204	11	11:00	N.414	Khalaf
EN 203	30	12:00	N.410	Mikati
Bus 201	-	3:00	N.103	B. Hut
Tuesday, October 17, 2000
Histology 209	-	8:00	Tamari, B11	Jurjus
EN 204	6	9:00	N.412	N. Khuri
MS 255	1	10:00	Bliss 206	Baydun
HSAD 251	-	11:00	V.D. 107	Tanzi
FTN 221	-	11:00	Agr. 102	N. Baba
CS 201	-	12:00	N.206	Arabi
HSAD 204	-	1:00	V.D. 107	Osseiran
Wednesday, October 18, 2000
SIM 265	-	8:00	Wing A, 201	Bashshur
EN 203	7	9:00	N.417	N. Khuri
Eng CV 041	-	9:00	Bechtel 407	Mabsut
BY 254	-	10:00	Bust. 329	Sadik
Engg. 79C	-	10:00	Lecture Hall	Diab
EN 203	28	12:00	N.329	R. Iskandarani
Friday, October 20, 2000
Nursing Critical Care	-	9:00	Old OPD	Dumit

Table 2

Sample and Population Distribution by Faculty

Sample Population

N % N %

FAFS 58 9 351 6

FAS 226 36 2739 46

FEA 142 23 1220 21

Business 61 10 895 15

FHS 48 8 268 5

Medicine 72 11 337 6

School of Nursing 18 3 101 2

Total 625 100 5911 100

Table 3

Sample and Population Distribution

by Gender

Sample Population

N % N %

Female 289 46 2672 45

Male 337 54 3225 55

Table 4

Sample and Population Distribution by Nationality

Sample _ Population__

N % N %

Lebanon 554 88.5 4872 83

Arab Countries 52 8.3 529 9

Europe 5 1 155 2.6

USA / Canada 7 1 243 4

Other 8 1 98 1.4

Total 626 100 5897 100

Table 5

Sample Distribution by Class

Class N %

Freshman 17 3

Sophomore 171 27

Junior 147 24

Senior 199 32

Graduate 21 3

Medicine 68 11

Table 6

Sample Distribution by Status

N %

New 125 20

Currently registered 476 76

Old returning 23 4

Special 1 2

Administration

The Survey was administered by OTM staff members just after the Drop & Add. Faculty members concerned were contacted a week before the Survey, and arrangements were made with them so that OTM staff can administer the Survey. Coding, data entry and analysis followed.

Data Analysis

Frequencies and descriptives were used to report the results for the whole sample and by faculty and class. The Kruskall Wallis Test was used to test for significant differences in responses to different items between faculties and between classes.

Results

Student Satisfaction

Tables 7 and 8 report student mean rating for each registration process, and the percentage of satisfied (those circling satisfied / highly satisfied, i.e. 4 & 5) and dissatisfied (those somewhat dissatisfied / dissatisfied, i.e. 1 & 2) for the whole sample. The means for the steps ranged between 2.5 – 3.8, while for the overall ratings between 2.1 – 3.5. The steps that were most satisfying to students (> 50%) were ID Labeling, Net Account Activation, and Payment of Fees. The least satisfying ones were the Drop & Add, New Student Orientation, and Academic Advising. With respect to the overall ratings, the highest satisfactory evaluation went to Campus Security Staff (x = 3.5, 52%), followed by AUB Guide Service (x = 3.3, 44%) and Maps & Handouts (x = 3.2, 41%). The least satisfying was Financial Aid (X = 2.1, 15%), followed by Deferred Payment (x = 2.7, 27%) and Bureaucracy (x = 2.8, 25%).

Comparing Fall 2000 registration with that of 1999, we find significant improvement in the following steps: Pre-registration, On-line Registration, Receiving Statement of Fees/Prebilling, and Drop & Add. New Student Orientation and Payment of Fees slightly went down in 2000, while all other steps maintained position. The percentage of satisfied (4 - 5) went up in 2000 on most of the steps. With respect to the overall ratings, mean 2000 ratings were considerably higher than 1999, with the exception of Financial Aid which went down drastically.

Table 7

Registration Process Steps / Descriptives for 1999 and 2000

2000 1999
Process	N	Mean	% Diss.	% Sat.	N	Mean	% Diss.	% Sat.
Placement Test – English	119	3.5	17	54			33	31
Placement Test –Arabic	77	3.3	21	43			41	22
Pre-Registration	128	3.1	34	37	160	2.2	63	16
New Student Orientation	41	2.8	49	41	43	3.0	39	33
Course Listings- Location	573	3.3	25	44	489	3.3	25	48
Course Listings- Legibility	539	3.0	32	35	476	3.1	29	41
Academic Advising	537	3.0	38	39	470	3.0	38	39
On-Line Registration	434	2.9	39	37	254	2.2	62	21
Receive Statement of Fees*	555	3.1	25	36	521	1.4	80	13
Payment of Fees	563	3.5	18	55	449	3.8	12	66
ID & Renewal of Sticker	464	3.8	13	66	445	3.7	17	59
Net account activate	497	3.6	17	57			41	22
Net account instructions	498	3.4	19	50
Drop & Add	299	2.5	53	27	222	2.1	62	16

* For 2000. it is Prebilling Process

Time Taken

Table 9 reports time taken by students to complete certain steps in registration process and provides comparison with 1999. An overview of the table reveals an improvement in average time taken. However, one needs to evaluate these figures with care as many students just put days, minutes or hours without specifying exact figure and these cases were disregarded (around 50%). More accurate conclusions can be derived from comparing the medians (50^th percentile). Median time went down drastically on Pre-registration, On-line Registration and Drop & Add.

Student Satisfaction by Faculty

Tables 10 – 11 report mean satisfaction ratings by faculty on the registration steps and on the overall ratings. Using Kruskall Wallis Test (Table 12), helped to identify areas where significant differences (in bold) exist between faculties. All students from all faculties agree on financial aid (-), dormitory registration (+), campus security / handouts / AUB guide service (+), prebelling / payment of fees, and pre-registration / new student orientation processes. There are significant differences on the other items.

Table 8

Overall Evaluation of Registration Process / Descriptives for 1999 and 2000

2000 1999

Process N Mean % Diss. % Sat. N Mean % Diss. % Sat.

Overall Process 588 3.1 28 35 521 2.1 62 15

Ambiance 559 2.9 32 29 495 2.3 55 14

Time Taken 578 2.8 44 31 520 1.7 76 13

Efficiency 577 3.0 30 32 520 2.2 61 15

Bureaucracy 552 2.8 37 25 498 2.3 53 16

Courtesy 555 3.0 31 32 493 2.5 47 22

Instructions 561 3.0 28 33 504 2.7 44 30

AUB Guide Service 547 3.3 24 44 494 3.3 23 50

Maps & Handouts 530 3.2 25 41 463 3.1 29 42

Campus Security Staff 547 3.5 16 52 483 3.4 19 52

New Student Orientation 288 3.1 27 40 - - - -

Financial Aid 367 2.1 70 15 267 3.0 39 38

Dormitories 145 3.1 35 35 93 3.2 26 39

Deferred Payments 164 2.7 41 27 81 2.6 45 26

Table 9

Process                 Time Taken in Minutes
              2000                                     1999
Mean    Median Mode   Mean Median Mode

Pre-Registration (obtain white card) 138 40 - 329 180 180

Academic Advising 39 10 10 64 15 10

On-Line Registration 226 45 10 364 120 120

Receive Statement of Fees - - - 2880 30 48

Payment of Fees 50 15 10 - 15 10

Drop & Add 124 60 120 261 120 120

Table 10

Registration Process Steps by Faculty

FAFS FAS Bus. FEA FHS Nurs. Med.
Process	N	Mean	N	Mean	N	Mean	N	Mean	N	Mean	N	Mean	N	Mean
Pre-Registration	6	2.7	78	3.1	8	3.1	18	3.3	10	24	2	3.0	5	3.80
New Student Orientation	0	-	28	2.9	2	1.0	5	3.0	2	3.0	2	2.5	1	2.0
Course Listings-Location	54	3.3	213	3.0	60	3.1	136	3.3	44	3.7	17	3.8	48	3.9
Course Listings- Legibility	51	3.1	196	2.6	59	2.6	132	3.2	42	3.5	13	4.0	45	4.0
Academic Advising	55	3.2	210	2.8	61	2.5	108	2.9	47	3.4	18	4.1	37	3.9
On-line Registration	45	2.9	171	2.4	51	2.2	98	3.6	29	3.3	11	4.2	28	3.8
Receive statement of fees	52	3.2	205	3.1	58	3.0	126	3.0	40	3.1	13	3.2	60	3.3
Payment of fees	53	3.7	211	3.5	58	3.7	131	3.4	41	3.6	12	3.5	56	3.5
ID & Renewal of Sticker	41	3.7	179	4.1	50	3.6	114	3.7	27	3.7	13	3.5	40	3.7
Net account activate	43	3.8	190	3.6	51	3.2	117	3.4	39	3.7	14	3.9	43	4.0
Net account instructions	42	3.6	191	3.3	53	3.0	118	3.2	41	3.7	14	4.0	41	3.9
Drop & Add	31	2.7	129	2.5	40	1.9	72	2.7	13	3.2	1	4.0	12	2.7

Table 11

Overall Evaluation of Registration Process by Faculty

FAFS FAS Bus. FEA FHS Nurs. Med.

Process N Mean N Mean N Mean N Mean N Mean N Mean N Mean

Overall Process 55 3.1 220 2.7 61 2.6 133 3.4 48 3.2 18 3.8 52 3.6

Ambiance 54 2.9 211 2.6 59 2.5 126 3.2 44 3.3 16 3.6 49 3.4

Time Taken 55 2.8 216 2.3 61 2.0 132 3.3 45 3.1 18 3.6 50 3.5

Efficiency 55 3.1 216 2.6 60 2.4 132 3.3 45 3.4 17 3.7 51 3.5

Bureaucracy 53 2.8 207 2.6 60 2.3 126 3.1 43 3.1 14 3.6 48 3.3

Courtesy 54 2.9 204 2.8 60 2.6 127 3.2 44 3.3 15 3.4 50 3.4

Instructions 53 3.1 212 2.8 60 2.6 127 3.1 42 3.3 18 3.9 48 3.4

AUB Guide Service 53 3.5 210 3.2 60 3.2 124 3.2 38 3.3 16 3.9 45 3.5

Maps and Handouts 52 3.3 201 3.1 56 2.9 119 3.2 40 3.5 15 3.7 46 3.4

Campus Security Staff 50 3.3 206 3.5 59 3.4 125 3.3 42 3.6 16 3.8 48 3.7

New Student Orientation 20 3.0 113 2.9 23 3.2 64 3.0 20 3.3 7 4.1 34 3.8

Financial Aid 31 2.3 127 2.0 30 1.7 93 1.9 30 2.3 8 2.8 48 2.4

Dormitories 21 4.6 48 2.8 12 3.1 32 2.6 9 2.7 2 4.0 21 3.2

Deferred Payment 16 3.2 53 2.6 16 2.6 41 2.4 16 3.4 2 3.0 20 3.2

Table 12

Analysis of Faculty Differences in Registration Process*

FAFS FAS Bus. FEA FHS Nurs. Med.
Process	N	Mean Rank	N	Mean Rank	N	Mean Rank	N	Mean Rank	N	Mean Rank	N	Mean Rank	N	Mean Rank	Chi-square	Sig.
Pre-Registration	6	54	78	64	8	65	18	71	10	46	2	62	5	84	5.16	.520
New Student Orientation			28	22	2	7	5	22	2	23	2	18	1	17	3.62	.605
Course Listings-Location	54	286	213	248	60	259	136	302	44	342	17	371	48	369	38.39	.000
Course Listings- Legibility	51	282	196	212	59	212	132	299	42	336	13	394	45	397	91.83	.000
Academic Advising	55	297	210	244	61	209	108	261	47	315	18	388	37	372	50.29	.000
On-line Registration	45	218	171	173	51	147	98	283	29	252	11	331	28	299	91.59	.000
Receive statement of fees	52	288	205	279	58	254	126	268	40	283	13	292	60	298	3.37	.761
Payment of fees	53	314	211	278	58	304	131	261	41	292	12	282	56	283	6.06	.420
ID & Renewal of Sticker	41	217	179	264	50	199	114	220	27	215	13	176	40	216	19.68	.003
Net account activate	43	276	190	253	51	200	117	222	39	267	14	291	43	303	20.97	.002
Net account instructions	42	277	191	245	53	204	116	223	41	289	14	330	41	308	26.95	.000
Drop & Add	31	157	129	147	40	112	72	162	13	188	1	245	12	160	14.48	.025
Overall Process	55	304	220	242	61	218	133	355	48	319	18	416	52	373	78.31	.000
Ambiance	54	278	211	237	59	206	126	329	44	337	16	376	49	351	64.92	.000
Time Taken	55	291	216	232	61	195	132	356	45	341	18	403	50	381	98.88	.000
Efficiency	55	302	216	235	60	207	132	344	45	354	17	392	51	358	80.44	.000
Bureaucracy	53	275	207	243	60	209	126	314	43	321	14	387	48	332	46.75	.000
Courtesy	54	263	204	253	60	216	127	305	44	323	15	346	50	336	33.32	.000
Instructions	53	289	212	258	60	226	127	292	42	324	18	412	48	320	31.90	.000
AUB Guide Service	53	301	210	261	60	270	124	265	38	267	16	353	45	304	9.77	.135
Maps and Handouts	52	276	201	260	56	231	119	257	40	296	15	327	46	291	9.91	.129
Campus Security Staff	50	248	206	284	59	260	125	250	42	289	16	316	48	306	9.72	.137
New Student Orientation	20	133	113	127	23	147	64	134	20	149	7	211	34	183	19.86	.003
Financial Aid	31	200	127	181	30	154	93	171	30	202	8	225	48	208	10.45	.107
Dormitories	21	83	48	70	12	78	32	63	9	64	2	104	21	82	5.95	.429
Deferred Payment	16	100	53	75	16	76	41	69	16	107	2	93	20	100	15.10	.020

* Kruskall Wallis Test

Table 13

Registration Process Steps by Class

Freshman Sophomore Junior Senior Graduate

Process N Mean N Mean N Mean N Mean N Mean

Pre-Registration 13 3.9 89 2.9 6 2.3 5 3.0 10 3.6

New Student Orientation 11 3.4 25 2.5 - - - - - -

Course Listings-Location 16 2.9 165 2.9 138 3.2 186 3.4 20 3.8

Course Listings- Legibility 15 2.7 156 2.5 130 2.9 174 3.2 19 3.8

Academic Advising 16 3.8 154 2.8 126 2.6 185 3.1 21 3.6

On-line Registration 12 2.6 115 2.7 120 2.9 144 2.9 16 3.3

Receive statement of fees 17 3.1 151 3.2 134 3.2 173 2.9 21 3.4

Payment of fees 17 3.6 159 3.6 134 3.4 180 3.5 18 3.5

ID & Renewal of Sticker 10 4.5 133 4.1 123 3.8 146 3.6 14 3.6

Net account activate 13 3.2 149 3.7 121 3.5 156 3.4 16 3.6

Net account instructions 93 3.0 148 3.4 123 3.3 157 3.3 17 3.5

Drop & Add 12 3.1 88 2.5 83 2.4 96 2.5 10 3.4

Table 14

Overall Evaluation of Registration Process by Class

Freshman Sophomore Junior Senior Graduate

Process N Mean N Mean N Mean N Mean N Mean

Overall Process 16 3.4 169 2.9 144 3.0 188 3.0 21 3.3

Ambiance 14 3.0 163 2.8 140 2.9 175 2.9 20 3.4

Time Taken 16 2.6 168 2.4 140 2.7 186 2.9 20 3.2

Efficiency 16 3.1 166 2.8 141 3.0 185 2.9 20 3.2

Bureaucracy 15 2.7 157 2.8 139 2.8 175 2.7 19 3.0

Courtesy 15 3.2 155 2.9 139 2.9 179 2.9 19 3.5

Instructions 16 3.3 162 2.9 137 3.0 180 2.9 20 3.5

AUB Guide Service 15 3.1 161 3.3 140 3.2 169 3.3 19 3.2

Maps and Handouts 16 3.5 158 3.3 133 3.1 160 3.2 19 3.2

Campus Security Staff 16 4.0 156 3.6 136 3.4 173 3.3 20 3.4

New Student Orientation 14 3.6 93 2.8 60 3.1 73 3.3 8 2.9

Financial Aid 3 1.3 92 2.0 92 1.9 122 2.0 10 2.2

Dormitories 6 3.8 34 3.7 42 2.7 39 3.1 3 3.3

Deferred Payment 2 3.0 40 2.8 47 2.4 49 2.9 4 2.8

Table 15

Analysis of Class Differences in Registration Process

Freshman Sophomore Junior Senior Graduate Medicine Total
Process	N	Mean Rank	N	Mean Rank	N	Mean Rank	N	Mean Rank	N	Mean Rank	N	Mean Rank	N	Mean Rank	Chi-square	Sig.
Pre-Registration	13	86	89	60	6	44	5	63	10	80	5	85	128		11.18	.048
New Student Orientation	11	25	25	19	1	7	2	33	1	29	1	17	41		6.92	.227
Course Listings-Location	16	240	165	238	138	274	186	311	20	355	45	377	570		39.79	.000
Course Listings- Legibility	15	233	156	210	130	256	174	289	19	371	42	407	536		73.29	.000
Academic Advising	16	361	154	247	126	230	185	276	21	340	33	374	535		38.12	.000
On-line Registration	12	185	115	200	120	212	144	215	16	256	25	312	432		19.90	.001
Receive statement of fees	17	264	151	290	134	289	173	244	21	308	56	301	552		12.19	.032
Payment of fees	17	286	159	288	134	267	180	282	18	278	52	289	560		1.59	.902
ID & Renewal of Sticker	10	320	133	264	123	228	146	204	14	201	36	221	462		20.91	.001
Net account activate	13	225	149	270	121	235	156	227	16	240	40	298	495		13.92	.016
Net account instructions	13	218	148	254	123	238	157	239	17	265	38	308	496		9.813	.081
Drop & Add	12	185	88	146	83	143	96	148	10	203	10	169	299		7.32	.198
Overall Process	16	336	169	269	144	278	188	296	21	331	48	385	586		22.79	.000
Ambiance	14	295	163	265	140	272	175	268	20	340	45	360	557		18.20	.003
Time Taken	16	270	168	240	140	289	186	303	20	349	46	388	576		36.84	.000
Efficiency	16	296	166	267	141	292	185	281	20	313	47	364	575		14.44	.013
Bureaucracy	15	268	157	271	139	277	175	263	19	296	45	330	550		7.27	.201
Courtesy	15	311	155	264	139	264	179	272	19	356	46	336	553		14.92	.011
Instructions	16	324	162	270	137	278	180	269	20	349	44	323	559		10.38	.065
AUB Guide Service	15	262	161	278	140	259	169	274	19	247	41	315	545		5.17	.396
Maps and Handouts	16	307	158	274	133	247	160	257	19	260	42	299	528		6.55	.256
Campus Security Staff	16	354	156	285	136	264	173	254	20	252	44	312	545		12.24	.032
New Student Orientation	14	174	93	119	60	136	73	150	8	118	33	184	281		21.40	.001
Financial Aid	3	130	92	185	92	168	122	181	10	189	45	211	364		6.811	.235
Dormitories	6	99	34	68	42	63	39	76	3	83	19	79	143		6.30	.278
Deferred Payment	2	91	40	81	47	67	49	88	4	81	19	96	161		7.82	.166

Student Satisfaction by Class

Tables 13 – 14 report Student Satisfaction by Class. There are significant differences by class as revealed by Table 15, and they are quite similar to the ones identified by Faculty.

Additional Findings by Registration Step.

Placement Tests

77% of students felt that they got adequate notice of the tests
On the average, students had 25 days notice of placement tests.

Pre-registration

Time of pre-registration, 57% were satisfied with pre-registration period (Sept. 4-28) vs 16% dissatisfied.
Location: Admission Office or West Hall. Students were more satisfied with Admission Office location than West Hall (43%), (x = 3.5 vs 3.1).
Information Package: 53% were satisfied with the package (x = 3.4). It got lower ratings however, from FHS, FAFS and Business.

New Student Orientation

It was attended by 26% of the sample’s 128 new students.
41% of the sample were satisfied with the process vs 49 dissatisfied.

Course Listings

72% of students checked course listings in their departments, while 20% checked them in West Hall and 8% in other locations. The percentage of those who checked at West Hall was higher for A&S (35%) and Business students (25%).
A&S and Business students had lower mean satisfaction with both location and legibility of listings than other faculties. Freshman and Sophomore students also had lower means. The number of students involved in each category could be the reason.

Academic Advising

Only 16% of academic advising was done by appointment.
With respect to time, 90% reported that it took one hour or less.
With respect to the process, 39% were satisfied with it, while 38% were dissatisfied. Lowest mean ratings were given by A&S and Business students, and by sophomores and juniors. Freshman were highly satisfied (x = 3.8).

On-line Registration

With respect to process, nearly equal percentages between satisfied and dissatisfied. (37 vs 39).
Mean rating for undergraduates (2.6 – 2.9) lower than graduates.
Location of on-line registration was satisfactory (x = 3.4) except for Business students.

Statement of Fees

Prebilling process was more satisfactory (36%) than dissatisfactory. The process was similarly rated by all faculties, but looked at less favorably by seniors.
Help Desk. Average rating (x = 3.0), nearly equal number of satisfied (32%) and dissatisfied (31%). Business and Engineering students were least satisfied and it was more satisfactory to Freshman students than others. The mean rating went down with upper grades.
Payment Process. Highly satisfactory (55%) with x = 3.5 and median = 4.0.
Payment time ranged between 21 – 40 minutes for all faculties with a median time of 15 minutes, except for Engineering.
Bank. 10% chose Arab Bank, 42% Audi, 40% HSBC and 7% Mediterranean. Satisfaction level was nearly the same for the first three banks (x = 3.5, md. = 4.0, 54 – 58%), but was lower for Bank Mediterranean (x = 3.3, md. = 3.0, 47%). Median time was nearly the same for all four banks (10 – 15 minutes).

Labeling AUB ID

The process was highly satisfactory (66%) with a mean of 3.8 and a median of 4.0. It was highest in A&S and satisfaction level went down with higher classes.

Net Account

Activating net account process was satisfactory (57%). It was lowest among Business and Freshman students.

- Instructions for activating net account were satisfactory (50%), but also lowest among Business and Freshman students.

Drop & Add

Time. 70% of students took them two hours or less, while it took 30% more than two hours. Mean time ranged from half an hour to three hours for different faculties with FHS having the lowest mean time (30 min.).
Process was highly unsatisfactory (53%). FHS had highest satisfaction with process and Business lowest.

Summary of Students’ Comments on Registration Steps

Following is a summary of main and frequently mentioned comments made by students on various steps of registration process. The Appendix provides a more detailed listing of statements made by students.