Writing - Final Report

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UNIVERSITI TEKNOLOGI MALAYSIA

2011

Problems of Registration among

New International Students Supervisor: Dr. ADRINA ABDUL SAMAD

PRESENTED BY:

SEYED NIMA BORGHEI

ABRAM FAJAR LESMANA

AL FARISSI

(IEC) INTERMEDIATE 1



2

Contents

1.0 INTRODUCTION ............................................................................................................... 4

1.1 Background of the Study ................................................................................................. 4

1.2 Problem Statement ........................................................................................................... 5

1.3 Purpose of the Study ........................................................................................................ 5

1.4 Objective .......................................................................................................................... 5

1.5 Research Questions .......................................................................................................... 6

1.6 Significance of the Study ................................................................................................. 6

1.7 Scope of the Study ........................................................................................................... 6

2.0 LITERATURE REVIEW .................................................................................................... 7

2.1 Introduction ...................................................................................................................... 7

2.2 Importance of Early Registration ..................................................................................... 7

2.3 Importance of Management ............................................................................................. 7

2.4 Importance of Evaluating Service .................................................................................... 8

2.5 Conclusion ....................................................................................................................... 8

3.0 RESEARCH METHODOLOGY......................................................................................... 9

3.1 Sample of Study ............................................................................................................... 9

3.2 Research Instruments ....................................................................................................... 9

3.3 Procedures ........................................................................................................................ 9

3.4 Data Analysis ................................................................................................................. 10

4.0 FINDINGS AND DISCUSSION ....................................................................................... 11

4.1 Respondents’ Identity .................................................................................................... 11

4.2 Overall Services Delivered During Registration Day .................................................... 11

4.6 Services Delivered in Each Counter .............................................................................. 14

4.11 Solutions to the registration problems ......................................................................... 18

5.0 CONCLUSION .................................................................................................................. 20

6.0 RECOMMENDATION ..................................................................................................... 21



3

RERFRENCES ........................................................................................................................ 22

APPENDICES ......................................................................................................................... 23

Appendix A: Questionnaire ................................................................................................. 23

Appendix B: Work Schedule ............................................................................................... 28



4

1.0 INTRODUCTION

1.1 Background of the Study

New international students faced some problems during their registration this semester. Whenstudents arrive in a city for the first time and they want to deal with registration in a

university, they could have anxiety related to the registration. Thus, well-organized services

during the new student registration should be taken into account as an important matter for

new students so that students can feel comfortable during the registration. For instance,

disorganized staff could cause a longer time in the registration process. For instance, new

student registration in UTM (Universiti Teknologi Malaysia) took the whole day. However,

in some cases it took two days or even more than two days for them to register completely.Moreover, inadequate facilities would lead to confusion for the students such as information

centre, photocopying machine or signage and flow chart of registration procedures.

Every student deserves excellent services when they cope with the registration. This

will show the quality of the university and increase the image of the university

internationally. As a result, when the current international students are well-treated, those

international students will use the power of words of mouth to influence other prospective

international students so that they will pursue their degree in a university especially

Universiti Teknologi Malaysia. This can lead to the increase in number of international

students studying in the university and will impact the nation economically because the

international students will spend up their money in the country. This is also in the line with

the Malaysian government programs which to increase number of international students in

Malaysia so that it will bring economy growth. Thus, one way to achieve that goal of the

programs is to deliver service excellence.

In order to find out registration problems faced by new international students, this

study will explore in a descriptive approach so that those problems can be identified and

solved for a better service. The accurate information about problems during new international

student registration will be obtained by making questionnaire to students. The results of this

study will benefit SPS (registration unit in UTM) to organize better services during

registration, and increase the level of students’ satisfaction .



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1.2 Problem Statement

The affects of disorganized registration could be varies. New international students had to

wait in long queues while there were not enough facilities in the registration building for their

comfort. In addition, lack of information centre to give accurate information aboutregistration process caused student to be confused during their registration. Therefore, many

students have kept complaining about their registration, this has negative influence on the

image of UTM. So, this paper will come across with the services provided by SPS during the

registration in UTM. In other words, this study aims to investigate the level of registration

service and identify the problems of new international registration.

1.3 Purpose of the Study

Although all new students deserve well-organized registration, new international students

who registered in UTM for semester 1, 2011-2012 faced many problems during their

registration. As the result, lots of new international students were complaining about

registration process. This study will investigate registration problems. The results of this

study will help the university to serve a well-organized registration.

1.4 Objective

New students deserve well-organized registration. To find out the extension of services

delivered by SPS and to organize a smooth registration in which students feel satisfied, this

study will investigate main problems that students faced during their registration in UTM and

will suggest effective solutions for organizing better registration. In summary, the following

statements would be the objectives for this paper:

1. To identify the extent of services provided during the registration delivered by the

SPS.

2. To identify the problems of registration.

3. To recommend solutions to the problems of registration.



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1.5 Research Questions

The problems of registration will solve, if only the problems of registration identify correctly.

So, 3 main objectives were defined as the goals of this study. And, in order to reach the

research objectives, this study will include research questions, as follows:

1. What is the extent of service delivered during the registration?

2. What are the main problems during registration of new international students?

3. What can be done to minimize or solve the problems?

1.6 Significance of the Study

The results of this study will benefit SPS organization to improve registration services.

Furthermore, providing a well-organized registration strongly influences on the level of

students’ satisfaction. In addition, the more satisfied students, the more new students are

willing to apply for continuing their education in UTM.

To highlight the proposal, we consider some significance. The results would have positive

influence on student’s feelings and SPS performance as well. S ignificance of this study is:

1. The results will benefit SPS to serve better services during registration.2. Students will be more comfortable and satisfied when the deal with the registration on

campus.

1.7 Scope of the Study

In order to clarify the research outcomes this study will focus on the new international

students as the respondents. So, a group of 21 new international students who are undertakingEnglish course selected to answer questions about the quality of registration process and the

main problems they faced during their registration. Moreover, they were asked about the

possible solutions for having well-organized registration.



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2.0 LITERATURE REVIEW

2.1 Introduction

Manage an organization and people are two main factors that significantly influence the level

of satisfaction about the services delivered by a specific organization. Similarly, registration

process which is organized by SPS as a kind organization needs to enhance. In this section of

the study , the effects of late registration on students’ lives will argue. In addition, the

importance of performing a well-organized process will discuss. Finally, one of the most

popular models used for evaluation of services will introduce.

2.2 Importance of Early Registration

The time of registration has a strong influence on students’ academic life. The research

conducted by Smith, Street, and Olivarez (2002) indicates the differences between students

who enrol during the three phases of registration which are early, regular, and late in two year

college.

According to this research late registration students are much less likely to persist to

the spring semester. Moreover, the withdraw rate among students who register late is higherthan those who register on time. Finally, t he time of registration influences the student’s

general point average at the end of their study. (Smith, Street, and Olivarez, 2002)

2.3 Importance of Management

It is essential to manage a well-organized registration. One research on importance of

management by Smith and Goddard (2003) found that performance management should havefour board functions.

If students manage well during their registration, the registration process will be fast.

The study conducted by Marcel and Joanna (n.d.) states that personal management has a

significant influence on people management. The authors introduce Human Capital

Management (HCM) as an alignment between the individual and the organization. Another

study about the importance of organization by Bengt (1993) argues why and how people must



8

be organized. During the chapters 1, 3 and 15 of this book the author discusses the

importance of organization and draw a successful organization process.

2.4 Importance of Evaluating Service

Among general instruments, the most popular model used for evaluation of service quality is

SERVQUAL, a well-known scale developed by Parasuraman et al. (1985, 1988). The

attributes of this research were: tangibles, reliability, responsiveness, competency, courtesy,

assurance, credibility, security, access, and understanding. This study later reduced these ten

dimensions into five by using a factor analysis. Based on the five dimensions, an item survey

instrument for measuring service quality has been developed.

2.5 Conclusion

UTM must make new strategies to organize the registration process and increase the level of

students’ satisfaction. The findings of the articles and the book could be used by SPS

organization to design well-organized registration process. This precious information could

be stated as recommendations to solve registration problems in this study. In addition,SERVQUAL model can be used to enhance highest levels for service quality.



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3.0 RESEARCH METHODOLOGY

3.1 Sample of Study

This section discusses the methodology of the research. The main purpose of this study is to

investigate problems of registration among new international students in UTM. To identify

the main problems of registration, a group of new international students who had taken

English course was chosen. Date for the research was collected through questionnaire.

3.2 Research Instruments

This research utilise quantitative data and a descriptive approach in order to explore the

findings of the research. This research employed only one kind of method in collecting

primary data which is questionnaire. Questionnaire was designed to find respondents’

perception on the service provided by SPS. This questionnaire was given to the 21

international students. The questionnaire is designed to clarify the research questions. The

topics which were covered, as follows:

General information about the respondents.

The quality of services delivered in each counter. The extension of overall services delivered during the registration day and level of

students’ satisfaction about them.

Solutions for having better registration.

3.3 Procedures

In order to achieve the research objectives, this research will use a number of respondents of

new international students. This research will employ a purposive sampling. Respondents of

students will be selected from those who were doing their English Course. A total of 21

questionnaires were distributed to students in the Intermediate 1 English Class. A total of 15

students from various nationalities returned the questionnaires. Of these members, 11 were

male students while the rest (4) were female.



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3.4 Data Analysis

Data from questionnaire was collected using a number of questions. The questions were

categorized in 3 main sections.

The first section belonged to the respondent identity. Five listing questions about the

gender, nationality, the date of registration, the length of registration, and the undertaking

course designed to obtain general information about respondents.

The second section included 20 likert-scale questions about services delivered in each

counter. Different tables for each counter were designed to ask respondents about the level of

students’ satisfaction about each counter. The respondents expressed their feelings about each

question by ticking strongly agree, agree, disagree, or strongly disagree in boxes which were

provided. Finally, the main problems in each counter were discovered by counting positive

and negative responses toward each question.

The third section belonged to the overall services delivered during registration day.

This section included 3 kinds of questions. Likert-scale questions asked respondents about

their general feelings toward the quality of services in their registration day. Furthermore,

ranking questions asked students about the most important factors for having well-organized

registration. And, 3 open-ended questions at the end of questionnaire asked student to writeabout their own experiences during registration days and suggest any other ideas that can

improve registration services.



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4.0 FINDINGS AND DISCUSSION

4.1 Respondents’ Identity

This section will provide information obtained from 15 respondents who were willing to

answer the questionnaire. While 11 of the respondents were male, 4 of them were female. In

addition, 11 of the respondents were Iranian, 2 were Thai, 1 was Tajik, and 1 was Indonesian.

Furthermore, 11 of students are undertaking Masters Course, and 4 other students are

undertaking PhD course. Finally, it took two days to register for 6 students and more than 2

days for 2 students. On the other hand, it took one day to register for 7 students.

In this chapter the row data which was collected by the questionnaire will be

processed and presented to find suitable answers to the research questions. At first, manyfigures will be used to illustrate present data. After that, the collected data will be analyzed.

Finally, appropriate answers to registration problems will be presented at the end of this

chapter.

4.2 Overall Services Delivered During Registration Day

Figure 4.3 - Number of Satisfied Students about Registration Problems

5

7

10 10

4 4

6 65

11

9

0

2

4

6

8

10

12

N o

. o

f s t u

d e n t s

Registration Problems

Satisfied



12

Figure 4.4 - Number of Dissatisfied Students about Registration Problems

9

64 4

10 10

7 7 8

34

02468

10

12

N o

. o

f S t u

d e n t s


Unsatisfied



13

Figure 4.5 – Number of students and the Level of Satisfaction about RegistrationProblems

Figure 4.3 to 4.5 illustrate the level of students’ satisfaction about their registra tion.

From the analysis the data in these figures, it can be concluded that the vast majority

of students (10 respondents) were dissatisfied about appearance of staff members and

availability of foods and drinks during the registration day. However, 7 of the students were

also dissatisfied about the transportation on the day. In addition, 7 of the students were

dissatisfied about receiving vague answers to their questions and being given insufficient

guide. Moreover, 8 students were dissatisfied with the inadequate information received at the

counters, and 6 students believe SPS staff members did not treat all students equally.

There are several factors that make new students dissatisfied during the registration

process. The most obvious factors were appearance of staff members and availability of foods

and drinks. These results may be explained by the fact that the registration process took 2

days or more for the majority of the new students. And, new students expected to get enough

5

7

10 10

4 4

6 6

5

11

99

6

4 4

10 10

7 7

8

3

4

1

2

1 1 1 1

2 2 2

1

2

0

2

4

6

8

10

12

N o

. o

f S t u

d e n t


Satisfied Unsatisfied No response



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foods and drinks during those days. And, inadequate foods and drinks disappointed them.

Similarly, they expected SPS staff members to wear the same uniform which made it easy for

students to recognize them. But, new students were confused about recognizing staff member

during their registration. In addition, transportation service caused new students to feel

unsatisfactory about the registration process. However, bad transportation service caused a lot

stress for them, and made the registration process even more stressful for them. Furthermore,

not equal treatment of the SPS staff strongly influences on the level of students’ satisfaction

about the registration process. New students felt annoyed when staff members did not treat

students from different nationalities equally. On the other hands, this behaviour of staff

caused students to think that the staff members have favourites and they do not take care of

other students.

A great number of dissatisfied students decrease the image of UTM strongly. On the

other words, the fewer satisfied students, the fewer students are willing to apply for studying

in UTM.

4.6 Services Delivered in Each Counter

To find out which counter(s) caused the more problems during the registration days, two setsof questions designed in the questionnaire. The first category included questions about the

quality of services delivered by each counter. And, the second category provided questions

about the details of services delivered by each counter.



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Figure 4.7 – The Level of Satisfaction for Different Counters

The figure 4.7 illustrates the quality of services delivered in each counter. This figure shows

general feelings about services delivered in each counter. From the analysis the data in figure

4.7 it can be concluded that the majority of students (9 students or more) were dissatisfied

about the services delivered by visa counter, registration qualification requirements counter,

and English counter. On the other hand, students were satisfied about services delivered by

reception counter, health center counter, finance counter, metric card preparation counter, and

registration feedback counter.

34

0 0 0

6

0 0

10 10

6 6

11

65

11

2 1

8

6

43

6

20 0 1

3

0 0

4

2

0

2

4

6

8

10

12

Reception Health centre Englishlanguage

Registrationqualification

requirements

Finance Matric cardpreparation

Visa Registrationfeedback

N o

. o

f s t u

d e n t

Counters

Very good Good Poor Very poor



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Figure 4.8 – Problems at Visa Counter

The figure 4.8 illustrates problems that students faced to pass visa counter. From the analysis

the data in figure 4.8 it can be concluded that almost all of students (13 responds from 14

respondents) were bothered by the irresponsibility behavior of SPS staff members about

returning students’ passport. Furthermore, 12 students were bored about waiting so much in

the long queue.

Figure 4.9 – Problems at Registration Qualification Requirement Counter

0 0

99

3

4

5

6

11

6

00

1

2

3

4

5

67

8

9

10

Change in number of requirements

Long queue Returning passports inpromised date

N o

. o

f s t u

d e n t

Problems

Strongly Disagree

Disagree

Agree

Strongly Agree

2 1 2 1

5

1 2

4

6

45

7

2

9

5

201234

56789

10

Change in theregistration

requirements

Long queue Inadequatephotocopymachines

EvaluateRegistration

requirementsclearly

N o

. o f s t u

d e n t

Problems

Strongly DisagreeDisagree

Agree

Strongly Agree



17

The figure 4.9 indicates the level of agreement with the problems that students were faced at

the registration qualification requirement counter. The findings in this figure show that long

queue and not enough photocopy machines were the main problems when students faced with

the registration qualification requirement counter.

Figure 4.10 – Problems at English Counter

The figure 4.10 indicates the main difficulties that new international students had to face with

English counter during their registration. From the analysis the data in figure 4.10 it can be

concluded that not enough information about English test and long queue bothered students

when they faced with this counter. However, 10 students wish the staff members were more

helpful to show them ways to join the faculty.

Based on figures 4.7 to 4.10, Visa, Registration Qualification Requirement, and

English counters prevented new students to register smoothly. Long queue as a common

problem bothered new students when they faced these counters. In other words, they were

tired of waiting a long time while there were no foods and drinks. However, irresponsibility

behavior of SPS staff members about returning students’ passport disappointed students

about Visa Counter services. Students need their passport to open the bank account or to enter

their own countries. So, returning their passports cause many financial and emotional

problems for them. In addition, not enough photocopy machines caused problems at

Registration Qualification Requirement Counter, because they had to wait in a long queue to

6

1

7

4 43

5

8

5

02

00

1

2

3

4

5

6

7

8

9

Comprehensiveinformation about

English test

Long queue Helpful staff members

N o . o

f s t u

d e n t

Problems

Strongly Disagree

Disagree

Agree

Strongly Agree



18

copy of a simple document. Furthermore, not enough information about English test caused

main problems at English Counter. So, they had no idea about the details of English Test

requirements like structure of the test.

4.11 Solutions to the registration problems

Figure 4.12 – The Most Important Required by Students

The figure 4.12 illustrates what is the most important item for students to have a well-

organized registration. According to the findings in this figure, 24% of students believe that

having an information centre that provides complete information about registration process is

the most important item for having well-organized registration. In contrast, only 17% of them

believe that providing well-equipped is the most important item.

Based on figure 4.12, having an information centre is the most important factor that

makes the registration process smooth. If new students obtain accurate information about the

registration process, they can prepare all registration requirements in advance. And, students

will have less difficulty during their registration. In addition, this result confirms the results

of figure 4.4 that most of students were dissatisfied about inadequate registration information.

From the responses to the open- ended questionnaire question ‘Please give your

comment / suggestion / opinion on registration process’, it was found that one respondents

Having well-equippedbuilding

17%

Having thestaff members

in uniform19%

Havingsystematicregistration

20%

Having helpful staff members

20%

Havinginformation

centre24%



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said it is better if the requirements of registration were gathered by SPS staff at the first day.

Thus, instead of making students to go from one counter to another one, documents could

have evaluated by staff without having students nearby.

Two respondents stated that it would be better if new students divided into different

categories and registration took a whole week. So, small group of new students could register

in specific days. However, two other respondents mentioned the staff members must be well-

organized which concludes having a smooth registration. Even though, there are a few

numbers of staff, a well-organized registration could be designed. And, three other

respondents stated that increasing the number of SPS staff members would be the best

solution.



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5.0 CONCLUSION

This study investigated the problems of registration among new international students.

Primary data were collected by distributing questionnaires to 15 new international students.

To reiterate, this study set out to investigate the extent of services provided during theregistration services delivered by the SPS, identify problems of registration process, and

recommend solutions to the problems of registration.

The results of investigation of overall service delivered by SPS show that while

registration process took more than one day for the most of new students, they faced many

difficulties on the day. Not having SPS staff members in the same uniform and shortage of

foods and drinks were the main difficulties that new international students faced during the

registration day. However, bad transportation service and not equal treatment of staff

disappointed them. In addition, this study has shown that visa counter, registration

qualification requirements counter, and English counter caused the main problems about the

registration process. New international students resented having to wait a long time in queue

when they came to these counters. Furthermore, irresponsibility behaviour of SPS staff

members about returning students’ passport disappointed students at Visa Counter. And, not

enough photocopy machines at Registration Qualification Requirement Counter. Moreover,

not enough information about English test at English Counter was another obstacle of havinga smooth registration. Finally, the findings of this study suggest that in general new

international students believe that having an information centre which provides exact

informational bout the details of registration process is the most important factor of having a

well-organized registration.

The evidence from this research suggests that the organization of registration process

and the treatment of SPS members are the most important factors that will influence on both

registration process and the level of students’ satisfaction. However, the present study has

only examined problems of registration among new international students in UTM. The same

study needs to be concluded with local students from all degrees to see if there are any

similarities with the factors that will influence the registration process to have a great number

of satisfied students.



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6.0 RECOMMENDATION

The following are several recommendations based on the findings and conclusions of the

study:

1. Provide enough food and drink during registration. It would be very good if

registration take place near a café. So, students can buy anything they need fast and

easy.

2. Staff members ought to wear the same uniform. It makes easy for new students to

recognize them. As the result, students can solve their problems by asking staff to

help them out, and registration process will be faster.

3. There is no long queue in a well-organized registration. So, new methods of

organizing people should teach to staff members.

4. Adequate facilities ought to provide during registration. It means no more stress for

students. So, students do not have to wait in a long queue to copy their documents.

5. An information centre should be provided for students to give them accurate

information about their registration process. Therefore, students will know about the

registration process and registration requirements before doing their registrations.



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RERFRENCES

Bengt, A. (1993). Why Organizations? How and Why People Organize. Newbury Park,

California, United States of America: SAGE.

Smith, P. C., & Goddard, M. (2003). Performance Management and Operational Research: AMarriage Made in Heaven? Operational Research Society, 53 , 247-255. Retrievedfrom: http://www.jstor.org/page/info/about/policies/terms.jsp

Albert, B. S., Margaret, A. S., & Arturo, O. (2002). Early, regular, and late registration andcommunity college student success: a case study. Community College Journal of Research

and Practice, 26:3 , 261-273. Retrieved from: http://www.tandfonline.com/loi/ucjc20

Marcel, V. M., & Joanna, T. (n.d.). Human Capital Management: New Possibilities in PeopleManagement. Business Ethics, 44 , 171-184. Retrieved from:http://www.jstor.org/page/info/about/policies/terms.jsp

Kheng, L., Mahamad, O., Ramayah, T., Mosahab, R. (2010). The Impact of Service Quality

on Customer: A study of Banks in Penang, Malaysia. International Journal of

Marketing Studies , Vol. 2, No. 2. Retrieved from http://www.ccsenet.org/ijms

http://www.jstor.org/page/info/about/policies/terms.jsp

http://www.tandfonline.com/loi/ucjc20


http://www.ccsenet.org/ijms

http://www.ccsenet.org/ijms


http://www.tandfonline.com/loi/ucjc20




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APPENDICES

Appendix A: Questionnaire

Questionnaire

Problems of Registration among New International Students

New international students faced some problems during the registration this semester.

The purpose of this questionnaire is to identify the problems of registration. The data will

be kept confidential.

A. RESPONDENT IDENTITY

Please tick ( ) in the space provided to indicate your responses.

1. Gender:_____Male _____Female

2. Nationality:_____Iranian _____Indonesian _____Thai

_____Kazakhs _____Tajik 3. Course that you are undertaking:

_____Masters _____PhD

4. The date of your registration:_____5th September _____6 th September

_____7th September _____After 7 th September

5. How many days did it take you to register?_____one day _____two days

_____more than two days

B. SERVICES DELIVERED IN EACH COUNTER

Indicate your feeling about the following statements by ticking ( ) on the appropriate

box.

Counter number 1: Reception



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No Statements Strongly

Disa ree

Disagree Agree Strongly

A ree1. Information centre was provided ( ex.

Process of re istration ste s of doin

2. The counter is visible or eas to find3. Students understood the procedures

Counter number 2: Health Centre


Disagree


Agree

1. The number of staff was sufficient

2. The system of giving numbers worked well

3. You were prepared by exact requirementsafter visiting the clinic

Counter number 3: English Language


Disagree


Agree

1. Students obtained accurate information about

English test (ex. Purpose, payment, the

2. Students had to wait a long time to pass this

counter

3. Staff members were helpful enough to

suggest student right ways to join faculty

Counter number 4: Registration Qualification Requirements


Disagree


Agree

1. The number of photocopies of documentsneeded changed without students being told

2. Long queue bothered students

3. Inadequate photocopy machines botheredstudents

4. Required documents were clearly evaluatedby staff members

Counter number 5: Finance



25


Disagree


Agree

1. Students were guided perfectly about different ways of paying the tuition fees(cash or electronic)

2. Students received payment receipt

3. Students had clear information about itemsof payment

Counter number 6: Metric Card Preparation


Disagree


Agree

1. The process was fast 2. The instructions of metric card were clear

Counter number 7: Visa


Disagree


Agree

1. Students were surprised by the newrequirements

2. Students had to wait a long time while theyhad to stand up all the time3. The promised date of returning the passport

with visa was acceptable

Counter number 8: Registration Feedback


Disagree


Agree

1. The numbers of computers were enough

C. OVERALL SERVICES DELIVERED DURING THE REGISTRATION DAY


Disagree


Agree

1. Information in all counters were adequatelyprovided



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2. SPS staff members treated all studentsequally

3. Staff knew very well what they had to dowhen they dealt with students

4. Staff processed your registration properly

5. The staff members dressed in their uniform

6. Foods and drinks were enough to bepurchased by students

7. Transportation system was good

8. Staff members answered students’ questionpatiently

9. New students received enough guidancebefore the registration

10. Staff showed their care when you faced anyproblems

11. Overall, all staff were friendly when youdealt with them

12. When you did your registration it is important that you deserved well-organized

process from SPS.Please rank the following items for having well-organized registration using scale from

1 to 5 where 1 is the least and 5 is the most important:

_____ Well-equipped building

_____ Having the staff member with the same uniform

_____ Systematic registration

_____ Staff members who answer all questions_____ Information centre that provides complete information

about registration process



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13. In general, during your registration process which counter(s) gave the best services?

Please indicate of your level of satisfaction delivered by each counter by ticking ( ) in

box provided.

Counternumber

Counter Very good Good Poor Very poor

1. Reception2. Health centre3 English language4. Registration qualification

requirements5. Finance

6. Matric card preparation7. Visa8. Registration feedback

14. In general, how did you feel about your registration process?

________________________________________________________________________________________________

________________________________________________________________________________________________

__________________

15. What was the most unforgettable experience during your registration?

_______________________________________________________________________________________________

_______________________________________________________________________________________________

__________________

16. Please give your comment / suggestion / opinion on registration process.

_______________________________________________________________________________________________

_______________________________________________________________________________________________

__________________

Thank you for your cooperation



Appendix B: Work Schedule

ACTIVITIESWeek

1 2 3 4 5 6 7 9 10

Identifying Topic of Research

Preparing & Presenting Research Instruments

Discussing & Designing Research Instruments

Collecting Data through Primary Sources

Analysing Collected Data

Drafting Report

Preparing for Presentation

Presenting the Report

Revising Final Report

Binding Final Report

Writing - Final Report

Documents

Transcript of Writing - Final Report