ASSESSING THE SATISFACTION OF STUDENTS STUDYING AT ADAMAWA STATE POLYTECHNIC, YOLA
Abstract
The customer satisfaction has been interpreted by several scholars in the past. We do not criticize or apprise anyone. However, there is one common motivating factor in understanding customer satisfaction of any group or organization; that it can help in bringing up the performance. We strongly favor that there do exist a trade-off between customer satisfaction and productivity. For the students of Adamawa State Polytechnic, Yola, the expectations are huge and a number of them are even beyond the reach of the management to fulfill. Therefore, it is imperative to understand their expectations first and then perceptions. Therefore, we have used one of the most renowned techniques; SERVQUAL, to understand the gaps between expectations and perceptions. Also, it helped us distinguish tangible and intangible needs of the students. During the interviews, we clearly realized that a majority of them are comparing the polytechnic with institutions that are outside the country and are independent for over 100 years and are part of countries which are fully developed. Therefore, it is meaningless to compare with these institutions at this stage at least in terms of infrastructure and other tangible developments. However, there were a number of issues which the researchers clearly understand as the issues of management and can be handled and controlled with proper governance. Some of the issues, such as "escalation free fee structure", "conducting exams on time", "and providing necessary help on time" are basic issues which students have highlighted under reliability. Therefore, it will be very nice to see if a large sample has a similar opinion and then Polytechnic management has to make significant changes even if requires some investment. Also, the responses highlighted in the quantitative analysis brought some very trivial issues, such as drug addiction, thefts, late admissions and admissions of non-qualified students, inexperienced lecturers, etc. These issues are very much in control of the management to handle. However, some new policies, decisions have to be taken by the management to rectify these issues. Overall, as a researcher on the study, we would strongly recommend that small positive steps if taken on continuous basis will lead to monumental changes for the polytechnic. It is understandable that the Polytechnic faces a tough financial situation. The only task for the management is to validate that the things highlighted by a group of few students is actually at large throughout the institute. Adamawa State Polytechnic has to come up with a plan to handle the issues raised in this study. Based on the seriousness of the issues and available funds, the issues have to be prioritized.
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