Objectives Method Instrument Sample

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1 As part of the process improvement initiative, the Office of Institutional Research & Assessment (OIRA) administered in October 2012 a survey that evaluates student satisfaction with the fall registration procedure. This report presents a summary of results, in addition to a comparison with previous registration survey results. Objectives To measure students level of satisfaction with the registration process as a whole, and with its different processes. To evaluate the effect of changes initiated this year on student satisfaction with the process. To identify existing problems, if any, and recommend changes. To identify changes in student satisfaction with various registration processes, as compared with previous surveys. To provide some specific information on nationality background and socio-economic status of AUB students. Method Instrument The Student Satisfaction Feedback Survey was prepared using, in general, the same guidelines adopted for previous similar surveys ( , Appendix A). In consultation with the Registrar s, Admissions Office, Student Affairs and Enrollment Management Committee, modifications were introduced to previous survey to reflect changes in the processes. The Survey included the following components: Biographical data. A number of questions requesting information on student background, gender, status, major, etc.... The eight registration steps: Placement Tests, Pre-registration, New Student Orientation, Academic Advising, On-line Registration, Statement of Fees, ID Card & Renewal of Stickers, and AUB net Account. Items measuring level of student satisfaction with specific aspects of each phase of the process. Global items measuring students overall satisfaction with the process. Other related issues like Drop & Add, Financial Aid, Dormitories, etc. Comments section at the end of every step and at the end of the Survey to solicit feedback and suggestions. Items soliciting student opinion and perception of the quality of AUB programs, classrooms and laboratories Items soliciting information on nationality and socio-economic status to meet strategic planning committees needs. Sample The sample initially consisted of 873 undergraduate students from all faculties representing 14% the population; however it was filled out by only 647 students (74% response rate). Cluster sampling was used. The sample came from 38 undergraduate classrooms representative of fall undergraduate population. Table 1 provides a list of course sections

2 covered by the Survey. A breakdown of the sample by faculty, gender, nationality, class, and status is presented in Tables 2 6. In addition, these tables provide the population figures for the University on each of these dimensions. As evident from the tables, sample who filled out Survey is quite representative of faculties (though underrepresentation of FAS and OSB) some class levels (over representation of UPP and under- representation of juniors), though overrepresentative of males. Table 1 Survey Registration Satisfaction Survey Course Sample, fall Course # Enrollment Course # Enrollment AGSC ENGL BIOL ENGL BIOL ENGL CHEM FAAH CHEM FREN CIVE MATH CVSP MATH DCSN MATH ECON MATH ECON MATH ECON MECH EDUC MKTG EECE MNGT EECE NFSC EECE PHYS ENGL 100A 21 PHYS ENGL PHYS ENGL PSPA ENGL PSPA Table 2 Sample and Population Distribution by Faculty Sample Population N % N % FAS OSB FHS FEA FAFS HSON Did not Specify Total

3 Table 3 Sample and Population Distribution by Gender Sample Population N % N % Female Male Did not specify Total Table 4 Sample Distribution by Nationality Nationality N % Lebanese Other Did not specify 15 2 Total Table 5 Sample Distribution by Class Sample Population Class N % N % Freshman Sophomore Special Junior Senior Year Year Graduate Did not Specify Total Table 6 Sample Distribution by Status N % New Current Old Returning 21 3 Cross registering 1 0 Special 5 1 Graduate 8 1 Other 5 1 Did not specify Total

4 Administration For this year s administration, surveys were administered in classrooms. Instructors of selected course sections were contacted and their support was solicited. OIRA staff member administered the survey either at beginning or end of class section, depending on instructor request. Data Analysis Percentages and means were used to report the results for the whole sample and by faculty and class. Results Table 7 reports descriptive statistics for various steps and processes for 2012 and in comparison with 2010, as 2011 used a different scoring procedure. Table 7: Registration Process Steps / Descriptive Statistics for 2010 and Process N Mean %Dis %Sat N Mean %Dis %Sat Placement Placement Test Arabic EEE Pre-registration It was easy to pre-register Organization of the Pre-Registration Staff was welcoming and helpful Staff gave you clear answers to your questions Information in Admission package supplied clear and concise Overall experience with the preregistration process New Student Orientation Information provided during orientation was clear and helpful The orientation sessions were wellorganized Orientation sessions were helpful The orientation staff were welcoming and helpful The orientation staff gave you clear answers to your questions The student guides were able to answer your questions Overall experience with the New Student Orientation Program

5 Academic Advising Availability of Advisor Helpfulness of advisor Your adviser was knowledgeable about program requirements in your area of interest Your adviser explained the General Education Requirements so that you could understand them Your adviser was aware of and referred you to the appropriate campus resources to assist you with your concerns Overall experience with the Advising process On-line Registration Successful in finding places in elective courses Successful in finding places in required courses Capacity of scheduled courses Resolving capacity problems in required courses Staff helpfulness Overall experience registering for classes Comptroller s Office Payment Process The procedure for the payment of fees was clear The procedure for the payment of fees was easy Staff helpfulness and friendliness at student account section ID Card & Renewal of Stickers ID Validation process The staff was welcoming and helpful AUBnet Account (CNS) Activating AUBnet Account process Adequacy of instruction Financial Aid The application procedure was clear The staff was welcoming & helpful

6 Overall FA process Dormitories The application procedure was clear You are satisfied with the placement decision The staff was helpful Overall experience Impressions about AUB It has high-quality academic programs It has high-quality classroom & laboratory facilities Rate your overall experience at AUB so far 3.2* *2011 Other Findings Other results are reported below. Most of the findings are quite similar to 2011 results. Areas which differed either positively or negatively are highlighted in yellow. AUB and Student Choice AUB 1 st choice 83% vs. (70) AUB 2 nd choice 15 (11) AUB 3 rd choice 2% vs. (3) New Student Orientation Attended: Yes 89% Advising Met with advisor before on-line registration Yes 59% (56) No 29% (44) On-line Registration Source of information on on-line registration Web 24% Registration Guide 34% Academic Calendar 14% Other 29% Difficulty in on-line registration: Yes 59% (55) No 41% Reason for difficulty: Capacity, no places left in any section 49% (46) Desired course section not available 39% (32) Unfairness of registration slot allocation 28% Other 7%. Financial Aid 48% (41%) of respondents applied for financial aid 6

7 Other Did you register in Wait listed section(s) Yes 33% No 67% Did you seek the help of the Registrar s Office Yes 30% No 70% Did the registrar s office staff refer you to other resources Yes 49.5% No 50.5% Did you solve your registration problems by the end of the drop and add period Yes 82% No 18% Did the Comptroller s office staff give you clear answers to your questions Yes 82% No 18% If the Comptroller s office staff could not help you did they refer you to other resources Yes 43% No 57% Did the AUB ID staff give you clear answers to your questions Yes 91% No 9% Did you apply for financial Aid Yes 48% No 52% Did the financial Aid staff give you clear answers to your questions Yes 83% No 17% Was the financial aid decision timely Yes 74% No 26% Did you apply for placement in the dorm Yes 31% No 69% Did you find a place in the dorm Yes 88% No 12% Did the Dormitories staff give you clear answers to your questions Yes 78% No 22% Student Satisfaction by Faculty Results by faculty are reported below. Descriptives by faculty are reported in Appendix. Pre-registration (%Yes) FAS OSB FHS FEA FAFS Was the pre-registration lengthy If the staff could not help you, did they refer you to other resources? New Student Orientation % yes FAS OSB FHS FEA FAFS Did you register for the orientation? Did you attend the orientation? Advising (%Yes): FAS OSB FHS FEA FAFS Did you meet with advisor Difficulty in on-line registration FAS OSB FHS FEA FAFS (%Yes): Was it easy for you to access AUB SIS Difficulty registering online courses

8 Reasons for difficulty: FAS OSB FHS FEA FAFS Able to register desired courses Did you register in the wait listed sections Needed Registrar s office staff support (%Yes): If the staff could not help you, did they refer you to other resources? Did you solve your registration problems by the end of the drop & add (%Yes): Comptroller s Office (%Yes) Did the staff give you clear answers to your questions? If the staff could not help you, did they refer you to other resources? FAS OSB FHS FEA FAFS ID Card & Renewal of Stickers (ID Center) (%Yes) Did the staff give you clear answers to your questions? FAS OSB FHS FEA FAFS Financial Aid (%Yes) FAS OSB FHS FEA FAFS Did you apply for financial aid? Did the staff give you clear answers to your questions? Was the financial aid decision timely? Dormitories (%Yes) FAS OSB FHS FEA FAFS Did you apply for placement in a dorm? Did you find a place in the dorms? Did the staff give you clear answers to your questions?

9 Table 8. Means of Some Overall Items by Faculty Descriptive statistics for RS by faculty 39. How successful were you in finding places in elective courses? 40. How successful were you in finding places in required courses 49. What was your overall experience registering for classes? FAS OSB FHS FEA FAFS HSON N Mean N Mean N Mean N Mean N Mean N Mean Results by Class Table 9 reports results of some items by class. Descriptive for all items are reported in Appe4ndix. Results show that students in upper levels, juniors and seniors, are less satisfied than freshmen and sophomores. Table 9. Means of Some Overall Items by Class Descriptive statistics for RS Freshman Sophomore Junior Senior AUB by class level 39. How successful were you in finding places in elective courses? How successful were you in finding places in required courses 49. What was your overall experience registering for classes? AUB has high-quality academic programs AUB has high-quality classroom & laboratory facilities Rate your overall experience at AUB so far Conclusion The Student Registration Survey Report for 2012 showed average satisfaction with various processes with need to improve advising, though showed some progress, and financial aid processes. In addition, effort should be done to avoid having course capacity issues and not wait till they arise and resolve them by drop and add. Results showed differences in satisfaction 9

10 by faculties and by class level with lower levels (freshmen and sophomore) showing higher satisfaction and FAS, in general, showing higher satisfaction. Students Comments A summary of students comments on various steps of registration process is presented below. Complete listing is presented in Appendix. Pre-registration Comments Complicated and very lengthy process. must be more organized New Student Orientation Comments useless and time consuming should be more organized too crowded Academic Advising advisor never there advisor not helpful advisors should be more informed and knowledgeable about what the best choice for a student should be and not give random courses that should not be taken together He gave me the wrong PIN once the advisor was absent on "holiday" during the orientation period and no alternate advisor was assigned to help me the alternate pins on the advisor's door and the advisor is not in the office was very blurt with me and I wasn t able to ask all the questions I had wasted a year because of mis-advising we need advisors from our own faculty On-line Registration staff at the registrar's office are rude and unhelpful open more classes, very limited capacities registration at AUB is terrible and very stressful The Aubsis/ system crashes from time to time. Should be more organized the department should be well informed when answering registration issues! Comptroller s Office helpful staff increase number of cashiers to cope with flow, more staff members needed staff not helpful and mean web statement of fee is confusing make the system faster and easier ID Card Renewal I want to keep my old ID good work 10

11 slow service they should check if I paid online, I don t have to get my web statement of fees with me AUB net Account I got help Difficult in the beginning Financial Aid unfair results results should be given faster staff is mean and unprofessional too many documents needed Dormitories the dorm deposit was a real issue, we payed it twice not enough places (most frequent) Other comments Suggestions Academic programs are excellent, HOWEVER- the bureaucracy is unbelievable. I spend more time dealing with administrative problems some days than I do studying. People in administrative positions rarely take responsibility and refer you to other people, it s a cycle... Please improve this aspect of AUB and the entire AUB experience will be significantly better acceptances and requirements for major should be fixed Advisors not helpful. Build up the Fine Arts and Theatre program Fine Arts department and facilities are very limited and workspace is not sufficient/ well organized I would love AUB to adopt a more face-to-face system, which is only seen in smaller institutions. I also wish my university had offered me counseling when my grades were low, rather than just threaten to kick me out after probation! very stressful need to work on lab and fundation to research Not enough research for undergrad students! open more classes resources and information are not distributed fairly to all students very bad registration process Staff unwelcoming and unhelpful. There are no parking lots for AUB students in AUB! (parking lots outside are far) They kill the student if he wants help or finish a document or a paper. They make him go upper and lower million times. This is really the best university in Lebanon, despite the first week that was very weird for me You were not honest with international students. We faced a lot of problems at AUB! some classrooms need change-seats and noise make us uncomfortable Fisk needs an elevator Nicely rooms are bad computers need updating 11

12 Socio-Economic Background A. What is approximate monthly income of your family (% of Frequencies) $ Income Did not specify % B. What type of residence does your family live in? kind of Villa House Apart 10 yrs old Apart 10 yrs old Compound Other Did not residence specify % C. Is your family s residence rented or owned? Rented Owned Did not specify %

13 Appendix Registration Process Steps Means by Faculty FAS OSB FHS FEA FAFS Section 1: Placement tests & EEE N M N M N M N M N M Placement Test Arabic EEE Section 2: Pre-registration Organization of the Pre- Registration Staff was welcoming and helpful Staff gave you clear answers to your questions Information in Admission package is clear and concise Overall experience with the pre-registration process Section 3: New Student Orient. Information provided during orientation was clear and helpful The orientation sessions were well-organized Orientation sessions were helpful The orientation staff were welcoming and helpful The orientation staff gave you clear answers to your questions The student guides were able to answer your questions Overall experience with the New Student Orientation Section 4: Academic Advising Availability of Advisor Helpfulness of advisor Your adviser was knowledgeable about program requirements in your area of interest Your adviser explained the General Education Requirements so that you could understand them Your adviser was aware of and referred you to the appropriate campus resources to assist you with your concerns

14 FAS OSB FHS FEA FAFS Overall experience with the Advising process Section 5: On-line Registration Finding places in elective courses Finding places in required courses Did you register in Wait listed section(s) Able to register desired courses by the registration period Staff helpfulness Overall experience reg. for classes Section 6: Comptroller s Office N M N M N M N M N M The procedure for the payment of fees was clear The procedure for the payment of fees was easy Staff helpfulness and friendliness at student account section Section 7: ID Validation process The process of validating AUB ID was easy The staff was welcoming and helpful Section 8: AUBnet Account process It was easy to activate AUB net account The instructions to activate your AUB net account were clear Financial Aid The application procedure was clear The staff was welcoming and helpful Dormitories The application procedure was clear You are satisfied with the placement decision The staff was helpful

15 Impressions about AUB It has high-quality academic programs It has high-quality classroom & laboratory facilities Rate your overall experience at AUB so far

16 Registration Process Steps Means by Class Freshman Sophomore Junior Senior Section 1: Placement test & EEE N M N M N M N M Placement Test Arabic EEE Section 2: Pre-registration Organization of the Pre-Registration Staff was welcoming and helpful Staff gave you clear answers to your questions Information in Admission package is clear and concise Overall experience with the pre-registration Section 3: New Student Orient. Information provided during orientation was clear and helpful The orientation sessions were well-organized Orientation sessions were helpful The orientation staff were welcoming and helpful The orientation staff gave you clear answers to your questions The student guides were able to answer your questions Overall experience with the New Student Orientation Program Section 4: Academic Advising Availability of Advisor Helpfulness of advisor Your adviser was knowledgeable about program requirements in your area of interest Your adviser explained the General Education Requirements so that you could understand them Your adviser was aware of and referred you to the appropriate campus resources to assist you with your concerns Overall experience with the Advising process Section 5: On-line Registration Finding places in elective courses Finding places in required courses Did you register in Wait listed section(s) Able to register desired courses by the reg. period Staff helpfulness Overall experience reg. for classes Section 6: Comptroller s Office The procedure for the payment of fees was clear The procedure for the payment of fees was easy Staff helpfulness and friendliness at student account section

17 Freshman Sophomore Junior Senior Section 7: ID Validation process N M N M N M N M The process of validating AUB ID was easy The staff was welcoming and helpful Section 8: AUBnet Account process It was easy to activate AUB net account The instructions to activate your AUB net account were clear Financial Aid The application procedure was clear The staff was welcoming and helpful Dormitories The application procedure was clear You are satisfied with the placement decision The staff was helpful Impressions about AUB It has high-quality academic programs It has high-quality classroom & laboratory facilities Rate your overall experience at AUB so far