CUSTOMER SATISFACTION

SURVEY REPORT
2016

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 TABLE OF CONTENTS
CONTENTS PAGE NUMBER

1. Respondents Demography 3
2. Overall Ratings Score Analysis 4
3. Sub areas Ratings Score Analysis 5
3.1. Academic 6
3.2. Facilities 6
3.3. Financial 6
3.4. Security 6
3.5. Social life 7
3.6. Staff services 7
4. Individual Questions Analysis by Sub Area 8
4.1. Academic - admission 8
4.2. Academic - examination 10
4.3. Academic -OBE 12
4.4. Facilities - prayer room 15
4.5. Facilities - cafeteria 17
4.6. Facilities - ICT 19
4.7. Facilities - transportation 22
4.8. Facilities - hostel 24
4.9. Facilities -library 27
4.10. Facilities - lecture rooms 28
4.11. Financial - fees 31
4.12. Financial - financial aid 32
4.13. Security 34
4.14. Social life 36
4.15. Staff services - STADD 38
4.16. Staff services - ACAD 40
4.17. Staff services - MBDD/ISO 42
4.18. Staff services - Finance 44
4.19. Staff services - Lecturers/Academicians 47

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EXECUTIVE SUMMARY

The survey was carried out on 25 th April till 27th May 2016 to gauge the perception of the
International Islamic college student who is our customer, about the level of their
satisfaction towards services offered to them. The findings of this survey will allow us to get
information on the area which was well received by students and the areas that need to be
improved.

Six major areas of operation are analyzed:

i. Academic
ii.
iii.
iv. Financial
v. Security
vi. Social life
vii. Staff services

The sub areas for these major areas are:

Academic Facilities Financial Staff services

Admission Prayer room Fees STADD
Examination Cafeteria Financial aid ACAD
OBE ICT CAID
Transportation Finance
Hostel Academicians
Library
Lecture rooms

FINDINGS

i. All major areas received MODERATE satisfaction rating.

ii. All sub areas received MODERATE satisfaction rating except ‘ Facilities’ which
received LOW satisfaction rating.
iii. Below is the breakdown of individual areas which received STRONGLY
DISAGREE and DISAGREE rating.

STRONGLY DISAGREE DISAGREE

1. The fans are functioning properly (café)
2. Wifi connection is reliable (ICT)
3. Library fees is affordable
4. Tuition Fees is affordable
5. Enough plug point for laptop usage
1.The prayer room is well cleaned
2. The space is big enough to conduct
prayers
3. Spiritual activities are conducted from
time to time
4. The cafeteria is well cleaned
5. There are enough tables to dine
7. The are enough places for students to
socialize

iv. For comparison purpose, below is the breakdown of individual areas which
received STRONGLY DISAGREE and DISAGREE rating of the previous survey.

STRONGLY DISAGREE DISAGREE

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 1. Fans are functioning properly (café )
2. Meal prices are reasonable (café)
3. Wifi connection is reliable (ICT)
4. Affordable hostel fees
5. Enough plug point for laptop usage
6. Affordable library fees
7. Affordable tuition fees
8. The staff are polite ( Finance )
9. The staff acted professionally ( Finance )
10. The staff are friendly ( Finance )
11. The staff know their job well ( Finance )
1.The space is big enough to conduct
prayers ( prayer room )
2. There are enough table to dine (café)
3. The cafeteria is well cleaned
4. The services given are student friendly
(café )
5. There are enough computer for students
6. The financial procedure are explained
clearly
7. There are enough places for students to
socialize
8. There are enough awareness on
activities held in college
9. The staff are polite ( STADD )
10. The staff are friendly ( STADD )

A. Respondents Demography
1. Demography of respondents is important to understand who make up the ratings
given in this survey. 492 sets of questionnaires were sent out and returned. 34.0%
of them were male students while 66.0% were female students.

Gender Number of students Percentage

Male 167 34
Female 325 66

2. In terms of schools, students from School of Management make up the largest

number of respondents that is 53%. Second largest group of students are from
School of Social Science which make up 27% while 19% of respondents are students
of School of Information & Communication Technology and 1% from Centre for
Languages.

School Number of students Percentage

SOM 260 53
SICT 95 19
SOSS 134 27
CEL 3 1

3. The table below shows the composition of respondents according to programme.

Programme Number of students Percentage

CBA 16 3.3
CIT 1 .2
CCE 2 .4
CEM 3 .6
CPE 3 .6
DBA 58 11.8
DCS 4 .8
DIT 29 5.9

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 DIA 37 7.5
DCE 67 13.6
DIC 71 14.4
DMS 25 15.1
DMA & DCA 43 8.7
DBF 104 21.1
DMM 11 2.2
DEM - 0
DGD 18 3.7
DRM - 0
TOTAL 492 100

4. 82.3% of respondents live at self-accommodation and hostel provided by external

parties while 17.7% live at various hostels provided by the college.

Type of accommodation Number of students Percentage

Hostel 87 17.7
Self Accommodation 405 82.3

5. Most of this survey is completed by local students; 97% while international students
make up only 3% of respondents.

Nationality Number of students Percentage

Malaysian 477 97
Non Malaysian 15 3

B. Overall Ratings Score Analysis

1. Customer satisfaction is measured on six major areas. These areas, sub areas and their
respective questions are selected based on a focus group session. The six major areas are:

1. Academic
2. Facilities
3. Financial
4. Security
5. Social life
6. Staff services

2. The academic area is evaluated on three sub areas, each with their own set of
questions:

a. Admission
b. Examination
c. Outcome Based Education implementation

3. Seven types of college facilities are evaluated:

a. Prayer room
b. Cafeteria

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 c. ICT
d. Transportation
e. Hostel
f. Library
g. Lecture rooms

4. Financial area is evaluated based on:

a. Fees
b. Financial aid

5. Staff services are evaluated according to five groups:

a. STADD
b. ACAD
c. CAID
d. Finance
e. Academicians

6. All questions are evaluated based on a five score Likert scale. The ratings are:

1. Strongly disagree
2. Disagree
3. Mixed feelings
4. Agree
5. Strongly agree

7. Average or mean score is then calculated for every individual questions, sub areas and
major areas. These mean scores are then classified according to three categories:

1 to 2.25 Low rating

2.26 to 3.75 Moderate rating
3.76 to 5 High rating

The table below shows the overall mean score and their respective satisfaction rating for
every major areas of customer satisfaction. The data indicates that 5 major areas
receive MODERATE satisfaction rating from students. However the staff service was
rated low due to the decrease in rating............

Major areas Previous Survey Current Survey Satisfaction rating

Mean score Mean Score
Academic 3.00 3.45 (+0.45) Moderate
Facilities 2.81 2.20 (- 0.61) Low
Financial 2.56 2.77 (+0.21) Moderate
Security 3.16 3.05 (-0.11) Moderate
Social life 2.65 2.85 (+0.20) Moderate
Staff services 3.85 3.35 (- 0.50) Moderate

C. Sub Areas Ratings Score Analysis

The following table highlights the respective sub areas that are evaluated for every major
areas of the survey.

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Academic Facilities Financial Staff services
Admission Prayer room Fees STADD
Examination Cafeteria Financial aid ACAD
OBE ICT CAID
Transportation Finance
Hostel Academicians
Library
Lecture rooms

1. Academic
The data indicates that all three sub areas receive MODERATE satisfaction rating.
However, the mean scores showed improvement compared to previous survey. This
is due to more questions for all three sub areas were rated AGREE by students.

Sub areas Previous Survey Current Survey Satisfaction

Mean score Mean Score rating
Admission 3.15 3.39(+0.24) Moderate
Examination 3.39 3.41(+0.02) Moderate
OBE 3.51 3.54(+0.03) Moderate

2. Facilities
The data indicates that six sub areas receive MODERATE satisfaction rating.
However, One area showed decrease in satisfaction compared to previous survey
except Cafeteria and ICT. This is due to all questions for other sub areas were rated
MIXED FEELINGS by students.

Sub areas Previous Survey Current Survey Satisfaction

Mean score Mean Score rating
Prayer rooms 3.12 3.13 (+0.01) Moderate
Cafeteria 2.41 2.63 (+0.22) Moderate
ICT 2.70 2.93 (+0.23) Moderate
Transport 2.99 2.13 (-0.86) Low
Hostel 2.70 2.95 (+0.25) Moderate
Library 3.02 3.10 (+0.08) Moderate
Lecture rooms 3.24 3.13 (-0.11) Moderate

3. Financial
The data indicates that all two sub areas receive MODERATE satisfaction rating
with both sub area FEES and FINANCIAL AID showing slightly increase compared
to previous survey. Both questions; “affordable library fees” and “affordable
tuition fees” were still being rated STRONGLY DISAGREE by students. Other
questions were rated MIXED FEELINGS by students.

Sub areas Previous Survey Current Survey Satisfaction rating

Mean score Mean Score
Fees 2.45 2.58 (+ 0.13) Moderate
Financial aid 2.62 2.86 ( +0.24) Moderate

4. Security

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 The data indicates that all questions under this area were rated MIXED FEELINGS
by students hence the MODERATE satisfaction rating for security. However, there is
slightly decrease compared to previous survey.

Area Previous Survey Current Survey Satisfaction rating

Mean score Mean Score
Security 3.16 3.05 (-0.11) Moderate

5. Social life
The data indicates that most questions under this area were rated MIXED
FEELINGS by students hence the MODERATE satisfaction rating for social life.
There is a slight increase in satisfaction compared to previous survey.

Area Previous Survey Current Survey Satisfaction rating

Mean score Mean Score
Social life 2.65 2.85 (+0.20) Moderate

6. Staff services
The data indicates that STADD, ACAD, MBDD received MODERATE satisfaction
including FINANCE. It shows changes in student acceptance toward Finance Staff.
However, lecturer receive reduction in rating but still lead the rating

Sub areas Previous Report Current Report Satisfaction rating

Mean score Mean Score
STADD 2.81 3.23 (+0.42) Moderate
ACAD 2.81 3.28 (+0.47) Moderate
MBDD 3.01 3.31 (+0.30) Moderate
Finance 2.43 3.04 (+0.61) Moderate
Lecturers 4.00 3.88 (- 0.12) High

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D. Individual Questions Analysis by Sub Area

B. ACADEMIC

a. Admission

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10
11
b. Examination

12
c. Outcome Based Education (OBE)

13
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C. FACILITIES
a. Prayer Room

15
16
17
b. Cafetaria

18
19
20
c. ICT

21
22
d. Transportation

23
24
25
e. Hostel

26
27
28
f. Library

29
30
g. Lecture Rooms

31
32
D. FINANCIAL
a. Fees

33
b. Financial Aid

34
35
E. SECURITY

36
37
f. Social Life

38
39
G. STAFF SERVICES
a. STAD

40
41
b. ACAD

42
43
C. MBBD

44
45
d. Finance

46
47
e. Lecturers

48
49
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