Project On Student Satisfaction

Introduction
The analysis of students' satisfaction with their course of study is an important research area within educational evaluation. With the growing concern for accountability in educational outcomes, the need for meaningful and stable measures has grown.
The conventional analysis of satisfaction has been based on the assumption that satisfaction is best seen in terms of student response to course components and the methods used by teaching staff. Much of this analysis has been focussed upon comparing mean trends in these components.
Some work has been done to define fitted models for student satisfaction. Malley (1998) has extensively reviewed this area and has shown that there is a need to carry out more research into structural models which can help explain the complexities of student satisfaction. The research which is being reported here is the application of an alternative approach to satisfaction which is derived from work based on customer satisfaction with products and services as developed by Fornell and others at the University of Michigan and extended into commercial applications through the work of the CFI Group.
Satisfaction
Satisfaction is defined as being a consequence of the expectations and experiences of the subject and/or course. The general schematic of the approach is shown in Figure 1.
Teacher performance, in this model, is seen as only one of a number of antecedents of satisfaction. In fact, it is seen as contributing only when students perceive that teacher performance has dropped below a critical level or when teacher performance surpasses student expectations. That is, the performance of the teacher will reduce satisfaction when student feel that they are not being given enough information on how to pass the subject but will only increase satisfaction when his/her performance stimulates students well beyond personal, arbitrary standards of "interesting teaching". The complexity
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of this relationship is shown in the likelihood that where a teaching performance brilliantly but fails to give students a sense of what is formally needed, then the effect will be overall negative on satisfaction.
An important point about this approach is that it is not a simple linear model running from expectations to outcomes. It assumes that, along with most expectancy-value models of behaviour, that the outcome perceptions have an implicit feedback loop back to expectations.
Customer Satisfaction
Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Gaining high levels of customer satisfaction is very important to a business because satisfied customers are most likely to be loyal and to make repeated orders and to use a wide range of services offered by a business.
The need to satisfy customer for success in any commercial enterprises is very obvious. The income of all commercial enterprises is derived from the payments received for the products and services to its external customers. Customers are the sole reason for the existence of commercial establishments.
Since sales are the most important goal of any commercial enterprise, it becomes necessary to satisfy customers. For customer satisfaction it is necessary to establish and maintain certain important characteristics like:
a. Quality
b. Fair prices
c. Good customer handling skills
d. Efficient delivery
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e. Serious consideration of consumer complaints.
Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. There are some important implications of this definition:
Because customer satisfaction is a subjective, nonquantitative state, measurement won't be exact and will require sampling and statistical analysis.
Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions.
There should be some connection between customer satisfaction measurement and bottom-line results.
"Satisfaction" itself can refer to a number of different facts of the relationship with a customer. For example, it can refer to any or all of the following:
Satisfaction with the quality of a particular product or service
Satisfaction with an ongoing business relationship
Satisfaction with the price-performance ratio of a product or service
Satisfaction because a product/service met or exceeded the customer's expectations
Each industry could add to this list according to the nature of the business and the specific relationship with the customer. Customer satisfaction measurement variables will differ depending on what type of satisfaction is being researched. For example, manufacturers typically desire on-time delivery and
adherence to specifications, so measures of satisfaction taken by suppliers should include these critical variables.
Clearly defining and understanding customer satisfaction can help any company identify opportunities for product and service innovation and serve as the basis for performance appraisal and reward systems. It can also serve as the basis for a customer satisfaction surveying program that can ensure that quality improvement efforts are properly focused on issues that are most important to the customer.
Objectives of a customer satisfaction surveying program
In addition to a clear statement defining customer satisfaction, any successful surveying program must have a clear set of objectives that, once met, will lead to improved performance. The most basic objectives that should be met by any surveying program include the following:
Understanding the expectations and requirements of all your customers
Determining how well your company and its competitors are satisfying these expectations and requirements
Developing service and/or product standards based on your findings
Examining trends over time in order to take action on a timely basis
Establishing priorities and standards to judge how well you've met these goals
Before an appropriate customer satisfaction surveying program can be designed, the following basic questions must be clearly answered:
How will the information we gather be used?
How will this information allow us to take action inside the organization?
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How should we use this information to keep our customers and find new ones?
Careful consideration must be given to what the organization hopes to accomplish, how the results will be disseminated to various parts of the organization and how the information will be used. There is no point asking customers about a particular service or product if it won't or can't be changed regardless of the feedback.
Conducting a customer satisfaction surveying program is a burden on the organization and its customers in terms of time and resources. There is no point in engaging in this work unless it has been thoughtfully designed so that only relevant and important information is gathered. This information must allow the organization to take direct action. Nothing is more frustrating than having information that indicates a problem exists but fails to isolate the specific cause. Having the purchasing department of a manufacturing firm rate the sales and service it received on its last order on a scale of 1 (terrible) to 7 (magnificent) would yield little about how to improve sales and service to the manufacturer.
The lesson is twofold. First, general questions are often not that helpful in customer satisfaction measurement, at least not without many other more specific questions attached. Second, the design of an excellent customer satisfaction surveying program is more difficult than it might first appear. It requires more than just writing a few questions, designing a questionnaire, calling or mailing some customers, and then tallying the results.
Understanding differing customer attitudes
The most basic objective of a customer satisfaction surveying program is to generate valid and consistent customer feedback (i.e., to receive the voice of the customer, which can then be used to initiate strategies that will retain customers and thus protect the most valuable corporate asset--loyal customers).
As it's determined what needs to be measured and how the data relate to loyalty and repurchase, it becomes important to examine the mind-set of customers the instant they are required to make a prepurchase (or repurchase) decision or a recommendation decision. Surveying these decisions leads to measures of customer loyalty. In general, the customer's pre-purchase mind-set will fall into one of three categories--rejection (will avoid purchasing if at all possible), acceptance (satisfied, but will shop for a better deal), and/or preference (delighted and may even purchase at a higher price).
This highly subjective system that customers themselves apply to their decisions is based primarily on input from two sources:
The customers' own experiences--each time they experience a product or service, deciding whether that experience is great, neutral or terrible. These are known as "moments of truth."
The experiences of other customers--each time they hear something about a company, whether it's great, neutral or terrible. This is known as "word-of-mouth."
There is obviously a strong connection between these two inputs. An exceptional experience leads to strong word-of-mouth recommendations. Strong recommendations influence the experience of the customer, and many successful companies have capitalized on that link.
How does a customer satisfaction surveying manager make the connection between the survey response and the customer's attitude or mind-set regarding loyalty? Research conducted by both corporate and academic researchers shows a relationship between survey measurements and the degree of preference or rejection that a customer might have accumulated. When the customer is asked a customer satisfaction question, the customer's degree of loyalty mind-set (or attitude) will be an accumulation of all past experiences and exposures that can be indicated as a score from 1 (very dissatisfied) to 5 (very satisfied). It can also be captured with other response formats with an odd number of choices (e.g., 1 to 3 or 1 to 7) to allow for a neutral response.
Obviously, the goal of every company should be to develop customers with a preference attitude (i.e., we all want the coveted preferred vendor status such that the customer, when given a choice, will choose our company), but it takes continuous customer experience management, which means customer satisfaction measurement, to get there--and even more effort to stay there.
Customer satisfaction and customer loyalty are the key concepts in planning marketing strategies. The importance of customer satisfaction has already been recognized by private industry. Successful and innovative companies, such as Procter and Gamble and American Express, are increasing their efforts to monitor and improve satisfaction, because they realize the value of these activities in enhancing their images, understanding their markets, and increasing their profits.Same as education business, student satisfaction can have a very important impact on future behavior. An abundance of researches were conducted to measure student satisfaction during past 20 years, one of the earlier researchers in this field, used a five-choice Likert-type scale to measure six dimensions of student satisfaction: Policies and Procedures, Working Conditions, Compensation, Quality of Education, Social Life, and Recognition. The later researchers developed many satisfaction scales through factor analysis to measure student satisfaction, and the number of satisfaction factors varied three to nine, however, most of them obtained the similar structures with Betz (1970). This study adopts relationship marketing perspective to find empirical evidence of the relationship between customer (student) satisfaction and customer (student) loyalty of PCTEGOI,Ludhiana. Customer loyalty is a primary goal of relationship marketing and sometimes even equated with the relationship marketing concept itself (Sheth 1996). Two main ideas referred to customer loyalty are customers repeat purchase behaviors or customer word-of-mouth communication. Students are among the principal concerns of a school; hence the level of student satisfaction influences the success or failure of the school operation greatly. In the past few years, more and more academicians conducted studies on the different aspects of student satisfaction, as well as presented some recommendations on this matter for the references of education and related establishments.
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However, until so far, most studies about loyalty and customer satisfaction were emphasized on studying the correlation between both subjects for business companies. There are few studies focused on educational areas. Therefore, this study is attempted to found on the consumer behaviour theory regarding customer (student) satisfaction in PCTEGOI, Ludhiana.
Two Types of Customer Satisfaction Surveys
Customer satisfaction is a key component of a good business, and the only way to accurately gauge customer satisfaction is using some type of customer satisfaction measurement, often a survey. Surveys allow your business to learn from how the actual customer is experiencing your business, rather than simply relying on what your subjective eyes and ears tell you. Customer satisfaction surveys come in several different shapes and styles, and most companies come up with their own unique way of gauging satisfaction accurately. Satisfaction for an insurance company, for example, may not be the same as satisfaction at a grocery store. The type of business, client list, etc., all change satisfaction results. Yet in general, most surveys fall under two categories: Direct Transaction Surveys Overall Satisfaction Surveys Both of these types of surveys can provide you with interesting results that may affect your own marketing or business strategy. Both have completely different results and relate back to your company in completely different ways. The basics of these two surveys are described below. Direct Transaction Surveys This type of customer satisfaction survey is immediate, and is designed to gauge how the customer viewed a very specific transaction namely, the transaction that (hopefully) immediately preceded filling out the survey. For example, how easy was it for you to find help and what was your experience like on DATE? These surveys are not necessarily interested in your overall opinion of the company. They are primarily concerned with your most recent transaction. Overall Satisfaction Surveys Sometimes referred to as relationship surveys, these surveys are designed to gauge how the customer feels about the company in general, based on a combination of all of their experiences and any additional factors that may affect that result. Rarely are these surveys purposely given to customers immediately following a transaction, although they may be
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colored by the most recent experience if that experience was particularly awful or pleasant. Using These Customer Satisfaction Surveys Ideally, your own customer satisfaction survey should have questions that are most relevant to the questions you are trying to answer, in order to ultimately provide you with the best analysis. Customer satisfaction surveys often differ from one survey to the next based on how the company wants to drive its research. But most surveys fall under one of the two categories, depending on whether you are looking to find out about specific customer experiences or hoping to gauge the overall satisfaction level with the company
Four levels of customer satisfaction Goal or Problem
There are thousands of factors, which influence customer satisfaction. These factors differ per product and/or service, per industry, per sector, per country etc. People have different expectations from the service they receive from a bank, in a grocery store, from a repairman or in a hospital. Wouldnt it be nice to understand, which factors influence customer satisfaction the most and based on this profound understanding, make steps having the biggest impact on improvements in customer satisfaction.
Idea
Over twenty years, Gallup interviewed more than one billion customers, trying to identify what contributes to their satisfaction. Despite all the differences, there are four expectations, which remain remarkably consistent: accuracy, availability, partnership and advice. These four expectations are hierarchical, which means that the lower-level expectations must be met before the customer is ready to pay attention to the higher levels.
1.Accuracy
If the job is not done correctly, customers do not care how courteous or friendly the employees are. They will most likely try their luck at the competition. Examples of accuracy are that a bank produces
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correct bank statements, a hotel room that has been reserved will be available upon arrival, and that a waiter will bring the food we ordered in a restaurant. Web site visitors expect the web pages to load correctly, information to be accurate and easy to find. Hyperlinks should not to be broken. Web site navigation should be easy to use.
2.Availability Customers do not want to spend more time than necessary to buy a product or receive a service. This means that shops and banks should be open at times convenient for customers, the lines at cache registers should be as short as possible, there is enough parking places around shopping malls and a shop or a restaurant is within a reasonable distance from majority of potential clients. On internet, users expect web pages to load quickly. Web server maintenance periods should be minimal and if possible not even noticeable. There should also be no obstacles in the checkout and payment flows on e-commerce web sites.
Lack of accuracy and availability causes customer dissatisfaction. If not addressed, most of the customers will try to look for better products and services somewhere else. Innovations in this area give companies competitive advantage. However, these innovations are often easy to copy by competitors.
3.Partnership Customers want to feel they are understood and receive personalized services and products. It begins with using customers names when being in contact with them. Companies create various schemes to reward customers loyalty, such as airlines providing special treatment to frequent flyers. Customers also want employees to put themselves in customers shoes when discussing options and helping to make decisions. Customers also appreciate to be able to purchase personalized and thus unique items, such as mugs, training shoes, etc. Web sites offer the users possibility to personalize their environments. User-created content is welcome. Based on amount and quality of contributed content, users may receive various awards and privileges.
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4.Advice Customers feel the strongest bond with organizations, which help them to learn. Ways to offer advice may come in the form of teaching customers how to use a product better, additional insights or inside tips, which are not advertised to all. Customers, which feel empowered after interacting with an organization are more likely to come back and purchase additional products and services. Personalized advice on web sites can be a list of products or content that the user might be interested in based on his previous actions.
Businesses, which are able to consistently provide services, which satisfy the customers on all four levels are more likely to create loyal customers, which will become fans or advocates. They will promote the businesses by word of mouth, which is one of the best and cheapest way of advertising.
Ten Ways to Improve Customer Satisfaction
Understanding how to improve customer satisfaction can make a huge difference to your bottom line. Try these 10 tips, and you are more likely to see changes in your relationship with the public.
Be honest with your client. If you can't meet a requested deadline, tell your client before you take the order. While you may lose that one order, you are more likely to keep the customer over the long haul.
Listen. Sometimes people just need to rant, even when they are wrong. Try to avoid taking this personally, and respond professionally.
Don't be part of the customer "run-around-refer-the-poor soul-to-someone-else" team. Be the one to get answers for your client, and get those answers in as timely a manner as possible.
Develop a personal relationship with your customer. Treat your client as if he is a person, not a way to make money. This does not necessarily mean that you have to become "buddy-buddy." It does mean that if your customer drops personal information such as the client's birthday, where the customer is going on vacation or that a child is graduating from high school, you call back with "congratulations"
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or ask follow-up questions the next time that you speak. People like working with people who treat them as people.
Keep your promises. Don't agree to do anything that you can't deliver.
Be knowledgeable. Know the facts about your products or services. Understand company policies. In addition, know as much about your client's business and needs as you can.
Anticipate your client's needs. Take the extra step, and be ahead of your customer.
If you are wrong, apologize.
Ask for feedback. Obviously, customers are going to want more quality at a lower price with speedier delivery. However, your clients may provide you with valuable information that you can use to improve the reputation of your business.
Thank your clients for their business. After all, you do have competitors who would love to have your customers.
We all know that the reality is that customers are not always right. However, if you always treat your customers as if they are right, your client satisfaction factor will improve.
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Student Satisfaction Student Satisfaction which is used to describe whether students are happy and contented and fulfilling their desires and needs during study. Factors contributing to student satisfaction include treating students with respect, providing student recognition, offering required benefits and positive management within a success framework of goals, measurements, and expectations. Factors affecting student satisfaction: 1. Quality of study: This study investigates the impact of multiple teaching quality factors on course
satisfaction and instructor satisfaction as perceived by students. It applies established theory from customer satisfaction and educational psychology research to a sample of MBA and Undergraduate students from multiple sections of an introductory marketing course. In doing so, it demonstrates a method of obtaining diagnostic information to prioritize weaknesses and discover strengths of teaching performance that complements existing feedback processes. Substantive results indicate that learning was strongly related to course satisfaction and instructor enthusiasm was strongly related to instructor satisfaction. A discussion addresses how to use the results while managerial implications summarize benefits and requirements to implement the method.
2. Faculty service: This study examines the perceptual difference between faculty and students regarding the
quality of education service rendered at a higher education institution. It hypothesizes and empirically investigates the significance of perceptual differences between the groups, the effects of the differences upon student satisfaction with their education, and the students' intentions to recommend the school. Data were collected at a major college located in Southeastern United States. Findings support most hypotheses developed in this study, indicating a significant difference between the faculty and students regarding the quality of the educational service. In addition, such perceptual differences were found to affect the students' satisfaction with the school and their intentions to recommend the school. Implications for service practitioners and researchers are provided.
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3. Administration Facilities: Work of forms, documents etc.
4. Placements of the college: It is directly related to the career and growth of students. It may be the ultimate goal of the students.
5. Library Facility: It includes the suitability of Library opening and closing hours. Availability of books in adequacy. Proper sitting arrangement for students. Peaceful environment
6. Internet availability: Availability of the internet in the campus 7. Living Conditions (air, water, sanitary facilities etc.) Availability of Water coolers. Availability of Wash Rooms. Availability of Air Coolers.
8. Security Staff and Grievance Handling Procedure 9. Practical Exposure to work: It concerns mainly with the extra activities such as Guest lectures Industrial visits
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Assignments Presentations
10. Fee Structure: Affordability to the Customer i.e Student. 11. Others: Canteen, stationary etc.
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PCTE GROUP OF INSTITUTES PCTE (Punjab College of Technical Education) was founded in the year 1999 by Punjab Management Education Trust based at Ludhiana. PCTE is an academic institution that is set up to develop professional entrepreneurial and executive skills in India. PCTE is a one leading B school of Punjab. PCTE Group of Institutes has four colleges offering different courses in two campuses Near Baddowal Cantt on Ferozpur Road, Ludhiana with a current strength of more than 2700 students from more than 7 different countries pursuing full-time courses like BCA, BBA, B. Pharmacy, BSc. (ATHM), BSc. (Biotech), B. HMCT, MCA, MSc. IT, MBA, MBA-IB and PGDM. All the courses are affiliated with Punjab Technical University while PGDM is an AICTE approved, independent course.
About PCTE Group

Were the PCTE Group. Were about new ideas and open people. We number more than 2,700.

Unique Passionate Evolved Learners and Facilitators
Were global because students from various countries like to study with us, and yet local because we are still the first choice in Punjab, and the surrounding states. Jet around our brochure and youll get a taste of what were all about. Well, kind of. Youll find the food tastes much better in the real PCTE cafe though. so dont get bogged down by pictures!!
PCTE Group of Institutes is set up to develop professional entrepreneur and executive skills pan globe. The institute primarily aims at imparting relevant education to young men and women with a view to provide them with the expertise to become effective professionals. The institute also purposes to
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conduct research as applied to the needs of the industry. Through such research, the intent is to create and share new knowledge in this fast growing and increasingly important field.
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The Beginning
PCTE (Punjab College of Technical Education) was first institute established by Punjab Management Education Trust in 1999. It was a response to certain fundamental changes taking place in the Indian education system then. Technical education took a new dimension in the Indias emerging fields. Indias banking system, insurance, telecom sector and capital markets had seen an overhauling change in the fabric, and it was evident that a predictable large gap existed between the requirement in the market and the available skilled professionals available in the country.
The Journey
PCTE addressed this unprecedented demand for evolved professionals in the fast growing world of Management and IT and then expanded to Pharmacy, Biotechnology,
Airlines, Tourism, Hotel Management et al. Now PCTE Group of Institutes has five institutes offering different courses in two campuses Near Baddowal Cantt on Ferozpur Road. * Punjab College of Technical Education * PCTE Institute of Hotel Management * PCTE Institute of Pharmacy * PCTE Institute of Management and Technology * PCTE Business School
PCTE is ever alive educational campus, creating professional and focused human resources in wide variety of fields. With this consistent approach, PCTE for the past eight years is ranked the best BSchool in Punjab, HP, J & K, and Rajasthan by various national magazines and journals, including Outlook, Business India, AIMA, MINT etc., and has been conferred with different awards like BSchool that encourages leadership as part of curriculum, Most Outstanding B-School of North India, DNA Award for Innovation Leadership and B-School Leadership, which goes on to prove that PCTE was a concept that had to be born when it arrived.
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Mission
The Industrial landscape of the world is constantly changing, and so must our mission. PCTE aspires to serve this continuously evolving country and its business fabric with best of human resources in various technical fields
Vision If you know where you are heading; dont just wait oncome and join us, well take you there. PCTE Group of Institutes thrives on high standards of innovation and aims at producing leading learning attitude in thinking. Our philosophy guides us to remain responsive to challenging times ahead and to produce global professionals capable of bracing the ever evolving business environment.
International Associations
1. At present, 94 students from 11 different countries (Mozambique, Rwanda, Tanzania, Zimbabwe, Uganda, Angola, Nigeria, Lesotho, Bhutan, USA, Afghanistan) are studying at PCTE.
2. PCTE has collaborations with 9 different foreign universities from various countries like UK, South Africa, Sri Lanka, Sudan, Lithuania, Poland, Pakistan and Bangladesh.
3. Over 15 PCTE faculty members have traveled abroad on various academic and literary exchanges.
4. PCTE has organized 8 International conferences which were attended by Scholars from UK, USA, Saudi Arabia, Pakistan, Sri Lanka and Bangladesh.
Pedagogy
Learning is the foundation for personal growth and wise decision making. PCTE has been successful enough in creating and enriching learning environment both within and without the classrooms. We believe and enforce the concept of PARTICIPATIVE learning, wherein students are free to put up
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their points on management truths and thus evolve not only as mere adopters but as explorers of new horizons and think beyond visible limits. That is how, PCTE has excelled in various fields whether in academics, cultural, field, or literary.
To prepare the students to face the challenges of the complex business and organizational environment we use various teaching techniques like Lectures, case analysis, presentations, simulation games and exercises, quiz contests, group discussions, term papers, videos, on-field activities, guest lectures, brain storming sessions, workshops, Industrial visits and practical project work. Students performance is assessed through a continuous system of tests, quizzes, assignments and midterm and semester-end examination to ensure highest academic standards as well as practical orientation.
Campus

IT Labs Classrooms Library Sports Seminar Hall Canteen WiFi Campus Coffee Corners
Achievements

Rankings & Awards Academics Kudo PCTEians

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Activities

Koshish Weekly Activity SWAP Tours & Trips Guest Lectures Industrial Visits
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OBJECTIVES: 1. To determine the satisfaction level of students of all courses. 2. To construct a valid and reliable scale to understand the level of student satisfaction.
Definition of Terms 1. Student satisfaction: The term student satisfaction in this study is based on the scores responded by surveying students in the PCTEGOI Student Satisfaction Survey, a self-developed instrument to achieve the research purposes. 2. Survey respondents: The term survey respondents herein refers to the 135 students, randomly selected among the different courses.
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Review of Literature
This study aimed to explore the correlation between the student satisfaction (that is, customer satisfaction) and the degree of their loyalty (that is, referral inclination). Accordingly, the subjects, presented in the following, are student satisfaction, post-purchase behaviors, and loyalty and customer/student satisfaction in sequence. Customer/Student Satisfaction Hague (1869) gave the research of customer satisfaction on Hero Honda Motorcycles, which shows the need for providing basic facilities to customers satisfies their desires and fulfills their expectations from the company. As students are the customers of any college or institutes. They are necessary to be served at first Tough (1982) defined student satisfaction as the following: student satisfaction refers to the students perception or attitude towards the learning activities. Where the student is happy with his/her studies or adopts an aggressive learning attitude, student is deemed to be satisfied; where the student is unhappy or adopts negative or passive attitude, student is deemed to be dissatisfied. Hence, student satisfaction could be perceived as the students positive feelings or attitude towards his/her learning activities. The degree of student satisfaction is as the margin between level of anticipation and actual results. A smaller margin would mean greater satisfaction and a larger margin would mean lower satisfaction. The concept of a student satisfaction is derived from the concept of customer satisfaction. Customer satisfaction not only plays an essential role in marketing, but also a critical factor in persuading consumers to make repurchases (Churchill & Surprenant, 1982). However, in conflict with the traditional concept of consumer satisfaction, Oliver & Swan (1985) argued that satisfaction is an emotional factor. Thus, satisfaction can be considered as a reflection of life experience: it is a subjective view based on personal experience, individual beliefs and relationships. Parasuraman, Zeithaml and Berry (1986) proposed that the concept of satisfaction could be equated to the gap
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between real-life experiences and expectations. However, all the concepts mentioned above are from a business operation viewpoint to discuss customer satisfaction. Stone and Thomson indicated that the notion and the contents of customer satisfaction should be modified for educational application. It should include constitutional amendments, administrative policies, educational goals and educational processes. Roberts (1986) made the project regarding the satisfaction of students and considered wise decision Parasuraman, Zeithmal & Berry (1994) proposed three kinds of behaviors which customers may adopt whenever they feel dissatisfied after purchases made: 1. take business away: customers would do purchasing of the products or services from other suppliers or companies; 2. external reaction: customers would air complaints to other individuals or organizations rather than the company; and 3. internal reaction: customers would directly react or complain to the company or supplier Post-purchase Behavior Post-purchase behavior could be expressed in several aspects. On the positive side, it may be referred as brand loyalty. The referral inclination used in this study is one form of brand loyalty in postpurchase behaviors. On the negative side, it is manifested in the forms of complaints, brand replacement, or negative publicity, etc. The following discussions are focused on the positive side of post-purchase behaviors, especially on brand loyalty. According to Parasuraman, Zeithaml, and Berry (1994), loyalty may be exhibited by the following five aspects: 1. commend the company to other persons; 2. recommend the company to inquirers; 3. encourage people to consume with the company; 4. regularly do business or shop with the company; and 5. give priority consideration to the company in the next shopping or business opportunity. Griffin (1995) deemed that loyal customers would behave as following: 1. make purchases regularly; 2. be willing to purchase all types of products offered by the company; 3. be willing to build up a good image for the company; and 4. quite immune to the sales or marketing campaigns of other companies.
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As for Jones & Sasser (1995), they perceived that loyalty is performed through the following three behaviors: 1. willingness to purchase again; 2. primary behaviors: including the number of times, frequencies, amounts, and quantities consumed by the customer most recently; and 3. secondary behaviors: willingness to recommend or introduce the company to other parties. Fredericks (2000) indicated that loyalty may be expressed through the following behaviors: 1. large volumes of purchases; 2. high frequency of purchases; 3. less sensitivity on price; and 4. brings new customers to the company. Chaudhuri & Holbrook (2001) defined loyalty under the following two dimensions: faithful devotion (meaning the customer strongly identify with the brand), and loyal behavior (meaning the customer is willing to make repeat purchases). In summary of the above, the study defines brand loyalty through two types of post-purchase behaviors: 1. repeat purchases: the willingness of doing purchases with the same company again, and 2. referral inclination: the willingness of recommending or introducing the company to others. For educational market, the concerns of brand loyalty in this study is mainly focused on the latter one, referral inclination. Loyalty and customer/student satisfaction Most studies about loyalty and customer satisfaction were focused on studying the correlation between both subjects for business companies. The following presents a compilation of the findings about the correlation of loyalty and customer satisfaction. Through these research conclusions, it is apparent that a positive relationship does exist between customer satisfaction and loyalty. According to the empirical research by Oliva & Macmillan (2002), there is a non-linear relationship between customer satisfaction and loyalty. Their study found that the critical point of satisfaction is related to the customers willingness of making repeat purchases. When level of satisfaction is higher
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than the critical point, the customers inclination would rapidly increase as customer satisfaction grows. Where the contrary is manifested, inclination would drop quickly. In the service profit chain study, Heskett, Jones, Lovemen, Sasser & Schlesinger (2002) also discovered a positive relationship between customer loyalty and customer satisfaction. Ianhf Bull (2005) worked upon research regarding employee satisfaction and concluded that motivational techniques must be used to encourage the employee similarly a student must be given time to time motivational activities like prize distribution, bonus prizes, Monetary and Non monetary distributions for participations. Harris (2006) made the project regarding the satisfaction of students and considered excellent faculty as a good source for enhancing student satisfaction. Murrels (2008) studies shows how satisfaction promotes the growth of an organization. He researched on satisfaction level of nurses in an hospital. Bajaj Auto Ltd. (2010) made research upon customer satisfaction of its automobile products and found that customer loyalty can be obtained by providing loyal and time to time services to them and satisfaction merely depends upon the after sale services. Goyal (2011) prepared a research project regarding satisfaction level of customers regarding particular product and found that identifying and meeting customer needs is the basic idea to get higher satisfaction level of customers.
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Research Methodology
Research methodology is the way in which researchers specify how they are going to retrieve the allimportant data and information that companies will need to make vital decisions. The way in which research is conducted may be conceived of in terms of the research philosophy subscribed to, the research strategy employed and so the research instruments utilized (and perhaps developed) in the pursuit of a goal the research objective(s) - and the quest for the solution of a problem - the research question. Scope of Study In terms of a Research Paper, the scope of the study refers to the parameters in with the study will be operating in. You will want to make it as clear as possible what you will be studying this also helps you remember and keep within the accepted range of your study. This also reminds a research, that his method of investigation should be centred around trying to solve the problem within the provide scope. Scope of study means up to what level research study must extend. This research project will cover selective courses in the colleges of Ludhiana city, PCTE Baddowal. This study will identify the satisfaction level of the students studying in PCTEGOI. Sampling Design Sample method is that method in which data is collected about the sample on a group of item taken from the population for examination and conclusions are drawn on their basis. In this research project Proportionate Stratified sampling technique will be used. Random sampling means choosing respondents on random bases. Convenience Sampling: In convenience sampling selection, the sampler chooses the sampling units on the basis of convenience or accessibility. This form of sample selection is commonly used in theman on the street form of
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interviewing and at times, associates may be interviewed and at times associates may be interviewed simply because they are accessible. Research Instruments Questionnaire is a very useful tool of data collection. In this research study, questionnaire will be used as research instrument. In this research project questionnaire will be use. Sample size Sample size is the number of observations used for calculating estimates of a given population. For example we interviewed 135 students from different strata where strata reveals different courses in PCTEGOI, so was our sample size. Sample size is 135. List of Stata B.B.A Sample size is 34 B.C.A Sample size is 33 Hotel Management Sample size is 8 Pharmacy Sample size is 10 BSc.ATHM Sample size is 7 Biotech Sample size is 3
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M.B.A(general) Sample size is 12
M.B.A(IB) Sample size is 6
M.C.A Sample size is 9
MSc (IT) Sample size is 4
PGDM Sample size is 8
M.Pharma Sample size is 1
Collection of Data Any marketing research requires data collection to arrive at the solution of the problem. Data collection always starts with secondary data. Hence, in a way we can say that any marketing research starts with secondary data. Data can be broadly classified into two categories: 1. Primary Data 2. Secondary Data A) Primary Data: It can be defined as the data which are collected at first hand either by the researcher or by someone else especially for the purpose of the study. For example, I collected the data from administration block of the college to get the list of number of students in different courses.
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B) Secondary Data: Any data which have been gathered earlier for some other purpose are secondary data in the hands of the marketing researcher. When sufficient secondary data are available, considerable time and money may be saved. It helps us in better understanding of the problem. The secondary data is collected by the internet.
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METHOD OF DATA COLLECTION Person-Administered: In this method interviewer reads questions, either face-to-face, to the respondent or record his or her answers. Different ways of this method are as follows:Face-to-face: Involves trained interviewers visiting people to collect scheduled data. It is a good approach for ensuring a high response rate to a sample survey or census, and trained interviewers gather better quality data. So during the survey I did the face to face interaction with the people so by this way I understand the respondent behaviour towards my research topic. Close-end questionsRespondents choose from possible answers included on the questionnaire. Types of close-end questions include: Multiple choice questions which offer respondents the ability to answer "yes" or "no" or choose from a list of several answer choices. Like in questionnaire I we asked about whether advertisement effects the admission decision, and answer option are yes and no. Scales refer to questions that ask respondents to rank their answers or measure their answer at a particular point on a scale. For example, a respondent may have the choice to rank their feelings towards a particular statement like course content, Faculty service, WiFi service, Parking facility, Sanitary facility etc. may range from "Extremely satisfied", " satisfied " and "neutral" to "Dissatisfied" and "Extremely dissatisfied". Data collection is very important aspect of any research study, it wider effect the results of research study. From various available techniques of data collection, in this project personal interview will be used. That personal questionnaire will contain close ended questions.
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Data Analysis Data analysis simply means interpreting and analysis collected data for the purpose of getting some meaningful results. Any suitable technique will be used to analysis data. 1. Sense of belongingness to the college Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 33 45 41 7 9 Percentage (%) 25 33 30 5 7
Table 1. No. of students who feel a sense of belongingness in the college.
No. of respondents
Extremely satisfied Partially dissatisfied Partially satisfied extremely dissatisfied 5% 7% 25% 30% 33% Neutral
Graph 1 : . No. of students who feel a sense of belongingness in the college. From the above table and graph ,it is concluded that 25% students are extremely satisfied, 33% students are partially satisfied, 30% are neutral, 5% are partially dissatisfied and 7% are extremely dissatisfied regarding sense of belongingness to the college.
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2. Suitability of college Library opening and closing hours
Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied
No. of respondents 39 44 44 5 3
Percentage (%) 29 32 33 4 2
Table 2. No. of students to whom Library opening and closing hours suits
No. of respondents
No. of respondents
39
44
44
Extremely satisfied
Partially satisfied
Neutral
Partially dissatisfied
Extremely dissatisfied
Graph 2 : . No. of students to whom Library opening and closing hours suit From the above table and graph ,it is concluded that 29% students are extremely satisfied, 32% students are partially satisfied, 33% are neutral, 4% are partially dissatisfied and 2% are extremely dissatisfied with the library opening and closing hours of the college.
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3. Campus Staff of the college
Percentage (%) 31 30 30 3 6
Table 3. No. of students for whom campus staff is caring and helpful.
45 40 35 30 25 20 15 10 5 4 0 Extremely satisfied Category 2 Neutral Partially dissatisfied Extremely dissatisfied 8 42 41 40
Graph 3. No. of students for whom campus staff is caring and helpful.
From the above table and graph ,it is concluded that 31% students are extremely satisfied, 30% students are partially satisfied, 30% are neutral, 3% are partially dissatisfied and 6% are extremely dissatisfied with the faculty of the college.
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4. Faculty service provided by the college
Percentage (%) 22 36 27 7 8
Table 4. No. of students to whom faculty is careful as an individual.
No. of respondents
29
49
37
11
Extremely satisfied
Partially satisfied
Neutral
Graph 4. No. of students to whom faculty is careful as an individual From the above table and graph ,it is concluded that 22% students are extremely satisfied, 36% students are partially satisfied, 27% are neutral, 7% are partially dissatisfied and 8% are extremely dissatisfied by the faculty service of the college.
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5. The valuability of the content of the course for the students. Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 33 54 39 7 2
Percentage (%) 24 40 29 5 2
Table 5. No. of students who feel that the content of the course is valuable
Partially dissatisfied 5%
No. of respondents
Extremely dissatisfied 2%
Neutral 29%
Extremely satisfied 24%
Partially satisfied 40%
Graph 5. No. of students who feel that the content of the course is valuable From the above table and graph ,it is concluded that 24% students are extremely satisfied, 40% students are partially satisfied, 29% are neutral, 5% are partially dissatisfied and 2% are extremely dissatisfied with the content of the course provided by the college.
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6. Approach to the Administration Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 25 40 57 7 6
Percentage (%) 19 30 42 5 4
Table 6. No. of students who feel that the Administrators are approachable to them
No. of respondents
No. of respondents
25
40
57
Extremely satisfied
Partially satisfied
Neutral
Graph 6. No. of students who feel that the Administrators are approachable to them
From the above table and graph ,it is concluded that 19% students are extremely satisfied, 30% students are partially satisfied, 42% are neutral, 5% are partially dissatisfied and 4% are extremely dissatisfied with the administration services of the college.
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7. Concern of Academic advisor to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 35 49 37 2 12
Percentage (%) 26 30 27 2 9
Table 7. No. of students who feel that the Academic advisor is concerned to them
No. of respondents
Extremely satisfied Partially dissatisfied Partially satisfied Extremely dissatisfied 2% 9% 26% 27% Neutral
36%
Graph 7. No. of students who feel that the Academic advisor is concerned to them From the above table and graph ,it is concluded that 26% students are extremely satisfied, 36% students are partially satisfied, 27% are neutral, 2% are partially dissatisfied and 9% are extremely dissatisfied with the concerned academic advisor in the college.
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8. Excellence of Faculty in students major field Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 35 49 37 2 12
Percentage (%) 26 36 27 2 9
Table 8. No. of students who feel that the faculty in their major field is excellent
No. of respondents
No. of respondents
Extremely dissatisfied Partially dissatisfied Neutral Partially satisfied Extremely satisfied 2
12
37 49 35
Graph 8. No. of students who feel that the faculty in their major field is excellent
From the above table and graph ,it is concluded that 26% students are extremely satisfied, 36% students are partially satisfied, 27% are neutral, 2% are partially dis satisfied and 9% are extremely dissatisfied with the faculty excellence in their major field.
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9. Helping academic advisor available to the students
Percentage (%) 20 33 35 7 5
Table 9. No. of students who feel that the faculty in their major field is excellent.
No. of respondents
Extremely satisfied Partially dissatisfied Partially satisfied Extremely dissatisfied 7% 5% 20% Neutral
35% 33%
Graph 9. No. of students who feel that the faculty in their major field is excellent. From the above table and graph ,it is concluded that 20% students are extremely satisfied, 33% students are partially satisfied, 35% are neutral, 7% are partially dissatisfied and 5% are extremely dissatisfied with their academic advisor assistance.
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10. Parking space available to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 53 44 32 4 2
Percentage (%) 39 33 24 3 1
Table 10. No. of students who feel that the Parking space available to them is adequate.
No. of respondents
No. of respondents 53 44 32
4 Extremely satisfied Partially satisfied Neutral
Graph10. No. of students who feel that the Parking space available to them is adequate From the above table and graph, it is concluded that 39% students are extremely satisfied, 33% students are partially satisfied, 24% are neutral, 3% are partially dissatisfied and 1% are extremely dissatisfied with the parking space available to them by the college.
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11. Living conditions in the college. Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 37 42 37 7 12
Percentage (%) 28 31 27 5 9
Table 11. No. of students who feel that the Living conditions in the college are appropriate
No. of respondents
Extremely satisfied Partially dissatisfied 5% 9% 27% 31% 28% Partially satisfied Extremely dissatisfied Neutral
Graph 11. No. of students who feel that the Living conditions in the college are appropriate From the above table and graph, it is concluded that 28% students are extremely satisfied, 31% students are partially satisfied, 27% are neutral, 5% are partially dissatisfied and 9% are extremely dissatisfied with the Living conditions available to them in the college.
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12. Biasness in faculty members for the students
Percentage (%) 42 30 17 4 7
Table 12. No. of students who feel that the Faculty treats fairly and in an unbiased manner
No. of respondents
No. of respondents 56 41 23 6 Extremely satisfied Partially satisfied Neutral 9
Graph 12. No. of students who feel that the Faculty treats fairly and in an unbiased manner From the above table and graph, it is concluded that 42% students are extremely satisfied, 30% students are partially satisfied, 17% are neutral, 4% are partially dissatisfied and 7% are extremely dissatisfied with the treatment behaviour of teachers with the students.
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13. Enjoyable experience of students in the college Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 32 44 48 8 3
Percentage (%) 24 33 35 6 2
Table 13. No. of students who feel that It is an enjoyable experience of being a student of this college
No. of respondents
Extremely satisfied Partially dissatisfied Partially satisfied Extremely dissatisfied 6% 2% 24% 35% 33% Neutral
Graph 13. No. of students who feel that It is an enjoyable experience of being a student of this college From the above table and graph, it is concluded that 24% students are extremely satisfied, 33% students are partially satisfied, 35% are neutral, 6% are partially dissatisfied and 2% are extremely dissatisfied with the experience in the college.
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14. Response of Security Staff in emergencies Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 20 24 74 8 9
Percentage (%) 15 18 55 6 6
Table 14. No. of students who feel security staff respond well during emergencies
No. of respondents
Extremely satisfied Partially dissatisfied 6% 6% 15% 18% 55% Partially satisfied Extremely dissatisfied Neutral
Graph14. No. of students who feel security staff respond well during emergencies From the above table and graph, it is concluded that 15% students are extremely satisfied, 18% students are partially satisfied, 55% are neutral, 6% are partially dissatisfied and 6% are extremely dissatisfied with the Security staff of the college.
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15. Sense of pride in the campus
Percentage (%) 9 41 36 9 5
Table 15. No. of students who feel a sense of pride in the college.
No. of respondents
No. of respondents
Extremely dissatisfied Partially dissatisfied Neutral Partially satisfied Extremely satisfied
7 12 48 56 12
Graph15. No. of students who feel a sense of pride in the college. From the above table and graph, it is concluded that 9% students are extremely satisfied, 41% students are partially satisfied, 36% are neutral, 9% are partially dissatisfied and 5% are extremely dissatisfied with the feeling of pride in the college.
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16. Supportive Faculty to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 53 37 31 4 10
Percentage (%) 39 28 23 3 7
Table16. No. of students who feel that the Faculty is supporting and understanding for them
No. of respondents
Extremely satisfied Partially dissatisfied Partially satisfied Extremely dissatisfied 3% 7% 23% 39% Neutral
28%
Graph 16. No. of students who feel that the Faculty is supporting and understanding for them From the above table and graph, it is concluded that 39% students are extremely satisfied, 28% students are partially satisfied, 23% are neutral, 3% are partially dissatisfied and 7% are extremely dissatisfied with the support of faculty to the students.
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17. Course curriculum help students to achieve goals Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 37 43 33 7 15
Percentage (%) 27 32 25 5 11
Table 17. No. of students who feel that the course curriculum is helpful to them for achieving goals
No. of respondents
No. of respondents
37
43 33 7 15
Extremely satisfied
Partially satisfied
Neutral
Graph17. No. of students who feel that the course curriculum is helpful to them for achieving goals From the above table and graph, it is concluded that 27% students are extremely satisfied, 32% students are partially satisfied, 25% are neutral, 5% are partially dissatisfied and 11% are extremely dissatisfied with the course curriculum to be followed in the college
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18. Appropriate guidance by faculty to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 40 45 27 8 5
Percentage (%) 32 36 22 6 4
Table 18. No. of students who feel that the Faculty provide appropriate guidance when they need
No. of respondents
No. of respondents
40
45
27
Extremely satisfied
Partially satisfied
Neutral
Graph18. No. of students who feel that the Faculty provide appropriate guidance when they need From the above table and graph, it is concluded that 32% students are extremely satisfied, 36% students are partially satisfied, 22% are neutral, 6% are partially dissatisfied and 4% are extremely dissatisfied with guidance provided by the Faculty to the students.
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19. Comfortable complaint handling system for the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 36 41 39 11 8
Percentage (%) 27 30 29 8 6
Table 19. No. of students who feel that the Complaint handling system is appropriate
No. of respondents
Extremely satisfied Partially dissatisfied Partially satisfied Extremely dissatisfied Neutral
8%
6% 27%
29% 30%
Graph19. No. of students who feel that the Complaint handling system is appropriate From the above table and graph, it is concluded that 27% students are extremely satisfied, 30% students are partially satisfied, 29% are neutral, 8% are partially dissatisfied and 6% are extremely dissatisfied with the Complaint handling system of the college.
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20. Excellent Wi-Fi Facilities to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 33 13 29 28 32
Percentage (%) 24 10 21 21 24
Table 20. No. of students who feel that the Wi-Fi facilities are appropriate
No. of respondents
No. of respondents
Extremely dissatisfied Partially dissatisfied Neutral Partially satisfied Extremely satisfied 13 28
32
29
33
Graph 20. No. of students who feel that the Wi-Fi facilities are appropriate From the above table and graph, it is concluded that 24% students are extremely satisfied, 10% students are partially satisfied, 21% are neutral, 21% are partially dissatisfied and 24% are extremely dissatisfied with the Wi-Fi facilities in the college.
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21. Report of cultural events to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 73 33 18 9 2
Percentage (%) 54 24 13 7 2
Table 21. No. of students who feel that the cultural festivals are well celebrated and reported to the students
No. of respondents
No. of respondents Extremely dissatisfied Partially dissatisfied Neutral Partially satisfied Extremely satisfied 2 9 18 33 73
Graph 21. No. of students who feel that the cultural festivals are well celebrated and reported to the students From the above table and graph, it is concluded that 54% students are extremely satisfied, 24% students are partially satisfied, 13% are neutral, 7% are partially dissatisfied and 2% are extremely dissatisfied with the reporting system of the college regarding cultural events.
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22. Provision of opportunities to the students to nurture their skills Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 68 33 15 12 7
Percentage (%) 50 25 11 9 5
Table 22. No. of students who feel that they are provided with various opportunities to nurture their skills and talents
No. of respondents
Extremely satisfied Partially dissatisfied Partially satisfied Extremely dissatisfied 9% 5% Neutral
11% 50% 25%
Graph22. No. of students who feel that they are provided with various opportunities to nurture their skills and talents From the above table and graph, it is concluded that 50% students are extremely satisfied, 25% students are partially satisfied, 11% are neutral, 9% are partially dissatisfied and 5% are extremely dissatisfied with the opportunities provided to the students to nurture their skills and talent.
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23. Provision of proper sanitary facilities to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 21 26 45 18 25
Percentage (%) 16 19 33 13 19
Table 23. No. of students who feel that they are provided with the adequate sanitary facilities
No. of respondents
No. of respondents
21
26
45
18
25
Extremely satisfied
Partially satisfied
Neutral
Graph23. No. of students who feel that they are provided with the adequate sanitary facilities From the above table and graph, it is concluded that 16% students are extremely satisfied, 19% students are partially satisfied, 33% are neutral, 13% are partially dissatisfied and 19% are extremely dissatisfied with the sanitary facilities in the college.
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24. Printing and Stationary facilities available to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 61 41 25 5 3
Percentage (%) 45 30 19 4 2
Table24. No. of students who feel that they are provided with the adequate Printing and Stationary
facilities
No. of respondents
No. of respondents
3 5 25 41 61
Graph24. No. of students who feel that they are provided with the adequate Printing and Stationary
facilities
From the above table and graph, it is concluded that 45% students are extremely satisfied, 30% students are partially satisfied, 19% are neutral, 4% are partially dissatisfied and 2% are extremely dissatisfied with the Printing and Stationary facilities in the college.
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25. Provision of green and clean campus to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 31 38 29 23 14
Percentage (%) 23 28 22 17 10
Table25. No. of students who feel that they are provided with the green and clean campus
No. of respondents
Extremely satisfied Partially dissatisfied Partially satisfied Extremely dissatisfied 10% 23% 17% Neutral
22%
28%
Graph25. No. of students who feel that they are provided with the green and clean campus From the above table and graph, it is concluded that 23% students are extremely satisfied, 28% students are partially satisfied, 22% are neutral, 17% are partially dissatisfied and 10% are extremely dissatisfied with the greenery and cleanliness of the campus.
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26. Fine fee structure of the college Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 21 44 35 24 11
Percentage (%) 15 33 26 18 8
Table26. No. of students who feel that the fee structure is fine
No. of respondents
No. of respondents
21
44
35
24
11
Extremely satisfied
Partially satisfied
Neutral
Graph26. No. of students who feel that the fee structure is fine From the above table and graph, it is concluded that 15% students are extremely satisfied, 33% students are partially satisfied, 26% are neutral, 18% are partially dissatisfied and 8% are extremely dissatisfied with the Fee Structure the college
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27. Practical exposure of work to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 41 43 45 4 2
Percentage (%) 30 32 33 3 2
Table27. No. of students who feel that the college provide practical exposure of the work
No. of respondents
Extremely satisfied Partially dissatisfied Partially satisfied Extremely dissatisfied 3% 2% Neutral
30% 33%
32%
Graph27. No. of students who feel that the college provide practical exposure of the work From the above table and graph, it is concluded that 30% students are extremely satisfied, 32% students are partially satisfied, 33% are neutral, 3% are partially dissatisfied and 2% are extremely dissatisfied with the practical exposure of work in the college.
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28. Scheduled time is given by the faculty to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 32 47 32 13 11
Percentage (%) 24 35 24 9 8
Table28. No. of students who feel that the faculty works as scheduled in the time table
No. of respondents
No. of respondents
11 13 32 47 32
Graph28. No. of students who feel that the faculty works as scheduled in the time table From the above table and graph, it is concluded that 24% students are extremely satisfied, 35% students are partially satisfied, 24% are neutral, 9% are partially dissatisfied and 8% are extremely dissatisfied with the Punctuality of faculty members as scheduled in the college
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29. Condition of the class rooms provided to the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 37 35 36 14 13
Percentage (%) 27 26 27 10 10
Table29. No. of students who feel that the class room conditions are fine to them
No. of respondents
No. of respondents
13 14 36 35 37
Graph29. No. of students who feel that the class room conditions are fine to them From the above table and graph, it is concluded that 27% students are extremely satisfied, 26% students are partially satisfied, 27% are neutral, 10% are partially dissatisfied and 10% are extremely dissatisfied with the condition of classrooms in the college
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30. Information given in handbook assists the students Options Extremely satisfied Partially satisfied Neutral Partially dissatisfied Extremely dissatisfied No. of respondents 33 54 45 2 1
Percentage (%) 24 40 33 2 1
Table30. No. of students who feel that the handbook is helpful to them for getting information regarding the college
No. of respondents
Extremely satisfied Partially dissatisfied Partially satisfied Extremely dissatisfied 2%1% Neutral
24% 33%
40%
Graph30. No. of students who feel that the handbook is helpful to them for getting information regarding the college From the above table and graph, it is concluded that 24% students are extremely satisfied, 40% students are partially satisfied, 33% are neutral, 2% are partially dissatisfied and 1% are extremely dissatisfied with the information handbook provided by the college to the students.
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Findings Students are mostly happy with the study criteria of the college. They are less satisfied with the WiFi facilities. They face problems regarding Printing and Stationary availability. Students from campus-2 are less happy with the sanitary facilities. Faculty service is also satisfactory. Fee structure is also fine. Grievance handling procedure is acceptable. Parking Space is adequate. Security Staff is working well. Cultural festivals are celebrated regularly and leads to student satisfaction.
Recommendations and Suggestions: There is need to improve Printing and Stationary such as availability of more printers as per the requirements. There must be proper sitting arrangement for the students in vacant lectures. There is need to make available proper WiFi system for the convenience of the students.
Limitation 1. The main limitation of this research was availability of time. Due to short span of time, some inaccuracy occurred. 2. The main source of data for the study was primary data with the help of self-administration questionnaire. 3. Due to short span of time it was not possible to access all students as college is wide.
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4. The size of sample is a limitation of study. 5. Busy schedule of the students may lead to biasness in filling the questionnaire. 6. List of student names was not available. Conclusion From the overall study it can be concluded that majority of the students are satisfied with the study criteria of the college and various other factors also. Above seventy percent of the total questions in the questionnaire are covering extremely satisfied, partially satisfied and neutral and very limited questions reveals dissatisfaction. so it is self explanatory statement that the college is performing well and students feedback is positive for the college on the behalf of various parameters. In spite of that their are some problems faced by the students such as improper sitting arrangement for vacant periods, improper Wi-Fi facilities, inadequate Printing and Stationary facility etc. so there are various factors which are needed to be improved upon to increase the student satisfaction level. The student satisfaction level according to this research is optimum or satisfactory.
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Result and Discussion

The results from the research provide continuing data on the complexity of student satisfaction. Of particular interest is the difference between the satisfaction with the subject and the satisfaction with the course and the university where there is a stronger relationship between the more global measures than with the specific subject measure. Within this particular subject environment, it is clear that the subject is viewed differently from the overall course and the university within the context of student satisfaction. This is in agreement with the basic structure of the satisfaction model because there will be different salience applied to different components of the higher education experience.
The differential nature of the students' expressed satisfaction is also reflected in the outcome measures. In the first place, it is only the satisfaction with the subject with contributes significantly to total assessment suggesting a specific behavioural link in the model. In the second, the recommendation of the course and of the university are linked to their appropriate specific source of staisfaction.
The nature of the distribution for subject satisfaction raises some questions about the interpretation of the analyses. It could be argued that their responses probably reflect the reality of the experience of the programming support tool. A number of students had difficulty in adjusting with the college campus environment and this might be assumed to impact on satisfaction.
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Summary
This research project has done to know the impact of various college activities, policies and procedures upon the students satisfaction level. The objective of this project is to measure the students satisfaction level regarding various parameters. Questionnaire is a very useful tool of data collection. In this research study, questionnaire was used as research instrument. Personal interviews Data collection method was used in this project. Questionnaires were filled from 135 students. Results of this study are: Students are mostly happy with the study criteria of the college. They are less satisfied with the Wi-Fi facilities. They face problems regarding Printing and Stationary availability. Students from campus-2 are less happy with the sanitary facilities. Faculty service is also satisfactory. Fee structure is also fine. Grievance handling procedure is acceptable. Parking Space is adequate. Security Staff is working well. Cultural festivals are celebrated regularly and leads to student satisfaction. Limitations are: The main limitation of this research was availability of time. Due to short span of time, some inaccuracy occurred. The main source of data for the study was primary data with the help of selfadministration questionnaire. Due to short span of time it was not possible to access all students as college is wide. The size of sample is a limitation of study. At the end, on the bases of finding we can say students are mostly satisfied with various factors but some factors need improvement to boost the satisfaction level of students at higher level.
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Reference
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STUDENT SATISFACTION SURVEY (2012) AT PCTE GROUP OF INSTITUTES

This instrument is for your own use, so be frank in your responses. Read each statement given below and tick mark in the box for your response about your institute: S PARTICULARS No. 1 2 3 4 5 6 7 I feel a sense of belongingness here Library opening and closing hours suits me The campus staff is caring and helpful Faculty cares about me as an individual The content of the course within my major is valuable Administrators are approachable to students My academic advisor is concerned about my success as an individual The faculty in my major field is excellent The academic advisor helps me to set my goals Adequacy of space for student parking in campus Adequacy of living conditions (Air, lightening, heat etc.) Faculty treats fairly and in an unbiased manner It is an enjoyable experience to be a student in this campus Security staff responds quickly in emergencies I feel a sense of pride about my campus Faculty is very supporting and understanding I feel my course curriculum helps me to achieve my goals The faculty provides
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Extremely Partially Neutral Satisfied Satisfied
Partially Extremely Dissatisfied Dissatisfied
8 9 10 11 12 13 14 15
16
17 18
19
20 21
22 23
24
25 26 27 28 29 30
appropriate guidance when I am in need of it I am comfortable with complaint handling system here The Wi-Fi facilities are excellent in the campus The cultural festivals are well celebrated and reported to all students in the campus I get various opportunities to nurture my talent and skills I am comfortable with the sanitary facilities provided in the campus Proper printing and stationary facilities are available to the students The campus is green and clean Fee structure is fine and good I get exposure to the practical work Faculty gives proper time as scheduled Classroom conditions are best as required The student handbook provides helpful information about the campus life Class : ...................................................... Date : ...................................................... Thank You
Name : ....................................................... Campus No. : .............................................
70
VITA Name of the student Fathers name Mothers name Nationality Date of birth Permanent home address E-mail EDUCATIONAL QUALIFICATIONS Bachelor degree University Year of award % marks : : : : Bachelor of Business Administration Punjabi University, Patiala 2011 78 : : : : : : : Sonam Satpal Singla Vanita Singla Indian 30-08-1990 Bathinda sonamsingla3008@gmail.com
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Introduction

c. Good customer handling skills

e. Serious consideration of consumer complaints.

Satisfaction with the quality of a particular product or service

Satisfaction with an ongoing business relationship

Satisfaction with the price-performance ratio of a product or service

Satisfaction because a product/service met or exceeded the customer's expectations

Objectives of a customer satisfaction surveying program

Understanding the expectations and requirements of all your customers

Developing service and/or product standards based on your findings

Examining trends over time in order to take action on a timely basis

How will the information we gather be used?

Understanding differing customer attitudes

Two Types of Customer Satisfaction Surveys

Four levels of customer satisfaction Goal or Problem

Ten Ways to Improve Customer Satisfaction

If you are wrong, apologize.

3. Administration Facilities: Work of forms, documents etc.

About PCTE Group

Unique Passionate Evolved Learners and Facilitators

Rankings & Awards Academics Kudo PCTEians

M.B.A(general) Sample size is 12

M.B.A(IB) Sample size is 6

M.C.A Sample size is 9

MSc (IT) Sample size is 4

PGDM Sample size is 8

M.Pharma Sample size is 1

Table 1. No. of students who feel a sense of belongingness in the college.

2. Suitability of college Library opening and closing hours

3. Campus Staff of the college

45 40 35 30 25 20 15 10 5 4 0 Extremely satisfied Category 2 Neutral Partially dissatisfied Extremely dissatisfied 8 42 41 40

4. Faculty service provided by the college

Table 4. No. of students to whom faculty is careful as an individual.

Extremely satisfied 24%

Partially satisfied 40%

Extremely dissatisfied Partially dissatisfied Neutral Partially satisfied Extremely satisfied 2

9. Helping academic advisor available to the students

4 Extremely satisfied Partially satisfied Neutral

12. Biasness in faculty members for the students

15. Sense of pride in the campus

Extremely dissatisfied Partially dissatisfied Neutral Partially satisfied Extremely satisfied

Extremely dissatisfied Partially dissatisfied Neutral Partially satisfied Extremely satisfied 13 28

11% 50% 25%

Extremely dissatisfied Partially dissatisfied Neutral Partially satisfied Extremely satisfied

Extremely dissatisfied Partially dissatisfied Neutral Partially satisfied Extremely satisfied

Extremely dissatisfied Partially dissatisfied Neutral Partially satisfied Extremely satisfied

Result and Discussion

STUDENT SATISFACTION SURVEY (2012) AT PCTE GROUP OF INSTITUTES

Extremely Partially Neutral Satisfied Satisfied

Partially Extremely Dissatisfied Dissatisfied

Name : ....................................................... Campus No. : .............................................

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