Customer Satisfaction Survey

DEGREE IN INFORMATION TECHNOLOGY

HELPDESK AND SERVICE PROVISIONING

(CPT 231)

JULY 2014

ASSIGNMENT 1

Submission Date: 28 August 2014

For this assignment it is important to consider the following:

• You should demonstrate a sound understanding of the relevant theories, concepts, tools and

techniques.

• You MUST consider a proper balance of theories and practicality perspectives.

• You MUST reference to sources used. This may be from books, journals, newspapers or

websites. All sources must be referenced properly.

• You should present clear, logical and coherent arguments.

• Presentation (as in business) is important. Please word process your work if possible. If your

work is hand written, please make sure it is legible.

• You must attach a copy of the question paper to your submission.

• You should adhere to general guide lines of Management report writing.

• The report MUST explain how you would formulate a customer satisfaction survey, include an

analysis of customer satisfaction survey, and finally provide recommendation for service

improvement

Question:

Write a REPORT to the Chief Executive of an organization based on a “customer satisfaction

survey” for a product or service related to any area using Information Technology.

Marking criteria:

Marks will be allocated based on:

Note: Table provides respective marks allocated for ten focus areas

There is NO word limit for this assignment.

Good luck

28th August 2014

Maldives National University

Faculty of Science

Customer

Satisfaction

Survey MNU self-service

Helpdesk and Service Provisioning (CPT 231)

Full Name: Asadhu Shujaau

Student ID: 000033475

Customer Satisfaction Survey August 28, 2014

P a g e 1 | 24

Table of Contents

1. Executive Summary ............................................................................................................................ 2

2. Introduction ......................................................................................................................................... 3

2.1 Purpose .......................................................................................................................................... 3

3. Organization Background ................................................................................................................... 4

3.1 Mission and Vision ....................................................................................................................... 4

3.2 Faculties, Centres and Campuses .................................................................................................. 5

4. Objectives ........................................................................................................................................... 6

5. Methodology ....................................................................................................................................... 7

6. Data Collection ................................................................................................................................... 8

7. Questionnaire Framework ................................................................................................................... 9

8. Analysis ............................................................................................................................................ 11

9. Conclusion ........................................................................................................................................ 19

10. Recommendations ........................................................................................................................... 20

References ............................................................................................................................................. 21

Appendix ............................................................................................................................................... 22

Appendix 01 ...................................................................................................................................... 22


P a g e 2 | 24

1. Executive Summary

The main purpose of this report is to find out about the possible improvements that can be

brought to the current self-service website of Maldives National University. Through a survey

it was found that the current self-service system has many faults and opportunities for

improvement. Hiring a professional for improving the current system has been recommended

based on the findings.


P a g e 3 | 24

2. Introduction

Self-service is an online system used by the Maldives National University’s students and staffs.

This system does a number of tasks including, course registration, providing students with

course materials, details about the course fees, etc. Although this system provides necessary

functions, there are problems in the system and opportunities for improvements.

2.1 Purpose

This report provides detailed information about a customer satisfaction survey carried out for

the online “self-service” system used in Maldives National University (MNU). The report will

look into a brief description of MNU. Followed by, the objectives for the survey are, along

with the methods used for data collection. A section for questionnaire framework is also

included which provides details about the questions included in the survey. The analysis of the

survey are provided along with the recommendations.


P a g e 4 | 24

3. Organization Background

Maldives National University, which was formerly known as Maldives College for Higher

Education, was established on 15th February 2011. MNU, the first university of Maldives,

offers variety of courses at affordable prices which are focused on different fields. Courses are

mainly focused on Information Technology, Health, Management and education. Programs are

available from Certificate levels to Bachelors in most cases and in some fields Masters

Programs are also being introduced and carried out.

3.1 Mission and Vision

Following is the mission and the vision of MNU.

Vision: “The Maldives National University will perform and be acknowledged as the

outstanding academic institution of the nation and one of the finest in the region.”

(Maldives National University, 2013)

Mission: “The mission of the Maldives National University is to create, discover,

preserve and disseminate knowledge that are necessary to enhance the lives and

livelihoods of people and essential for the cultural, social and economic development

of the society so that this nation shall remain free and Islamic forever.” (Maldives

National University, 2013)


P a g e 5 | 24

3.2 Faculties, Centres and Campuses

All the faculties and centres of the Maldives National University are located in different areas

of Male’ and there are three campuses located in three different islands of Maldives. Following

is the list of faculties, centres and campuses.

Foundation Studies

Centre for Maritime Studies

Centre for Open Learning

The Postgraduate Research Centre

Faculty of Education

Faculty of Arts

Faculty of Engineering Technology

Faculty of Health Sciences

Faculty of Hospitality and Tourism Studies

Faculty of Islamic Studies

Faculty of Science

Faculty of Shari’ah and Law

MNU Business School

Kulhudhuffushi Campus

Thinadhoo Campus

Hithadhoo Campus

MNU also have an accommodation block in Male’ for the students.


P a g e 6 | 24

4. Objectives

Following are the objectives for carrying out the customer satisfaction survey for MNU self-

service.

Checking how satisfied the students are with the current system.

Identifying how often and for what purpose students access the system.

Finding out possible improvements for the current system.

Getting feedback about including online payment for paying the course fees.


P a g e 7 | 24

5. Methodology

An online survey was carried out by creating the questionnaire for the survey using Google

forms. Social networks, Facebook and Twitter, were used to get the input for the survey. No

surveys were carried out manually with the use of paper.

On Facebook, the link for questionnaire was posted on different groups related to Maldives

National University in order to reach more students. Also, the link was passed to different

students by using Facebook chat.

On Twitter, the questionnaire link was shared with the help of current MNU Business School

Twitter account. This method helped reach more number of students.


P a g e 8 | 24

6. Data Collection

The survey was focused for the current students of the Maldives National University. Target

was to get response from at least 50 students combined from different faculties. While sharing

the questionnaire link, details were given to the students about the survey. As data was

collected, they were stored on a spreadsheet file for analysis. A whole week was spent to gain

the input from the university students for the survey. By the end of the week, a total of 56

replies were received which is above the targeted level.


P a g e 9 | 24

7. Questionnaire Framework

Pyramid structure was used for designing the questionnaire. Starting with the closed ended

questions and going toward the open ended questions. Follow up questions were used for

yes/no questions in order to gain more feedback from the students. Questionnaire included a

total of 14 questions. There were 9 closed ended questions, and 5 open ended questions which

includes 2 probing questions. The questionnaire can be found on the “Appendix” section of

this report under Appendix 1.

The following paragraphs discuss which questions were included in the questionnaire and why

they were included.

The 1st question on the questionnaire asks about the device/s used to access self-service

website. This question is followed by another question asking for the browser they use to access

the website. These questions are important because web applications get affected by the

hardware used by the devices. Plus, websites sometimes act differently when accessed by

different browsers. A website that loads correctly on Google Chrome might not load correctly

on another browser.

The 3rd questions asks the user if the pages of the website loads correctly or not. This questions

is followed by another question asking for a description of the webpage that does not load

correctly.

5th question asks about how often they use self-service. The next question asks for the reason/s

for visiting the website. This is to identify for what purposes the website is mainly used. 7th

questions asked to see if students face any difficulty downloading materials from the website.

8th question asks the users to rate 5 different areas of the website. The areas are, navigation,

look or design of the website, whether the necessary help is provided or not, simplicity and

overall website. This question aims at understanding how satisfied the students are with the

current self-service system.


P a g e 10 | 24

Question 9 focuses on finding out the difficulties faced in the registration process. This question

is aimed to understand the possible improvements that can be brought to registration area.

Students are asked about whether online payment service should be included or not on the 10th

question. It is followed by another question asking for their. Students may or may not want the

online payment service to be included. Hence, different students will have different reason,

gaining that information was considered important.

One of the most confusing pages on self-service website is the course homepage. Due to this,

the 12th question is specific to this page. It asks the students for ways to improve the page. By

gaining this information, page can be customized to most simple and efficient way possible.

Apart from adding new features and modifying the current features, the current system might

have somewhat unimportant features for the students’ interface. 13th questions asks the users

for possible unnecessary features currently present in the system.

Finally, the questionnaire is concluded by asking users to provide any additional suggestions

if they have any.


P a g e 11 | 24

8. Analysis

A total of 56 students took part in the survey. From the total participants 42 uses laptops along

with or without other devices to enter website. 26 uses desktop computers and 26 are using

their smartphones, while only a single student was recorded to use another device which was

IPad.

Most of the students who did the survey use Google Chrome to access self-service. Second

mostly used browser is Mozilla Firefox.

0%

10%

20%

30%

40%

50%

60%

70%

80%

0

5

10

15

20

25

30

35

40

45

Desktop Computer Laptop Smartphone Other

Cu

mu

lati

ve %

Nu

mb

er o

f St

ud

ents

Devices

Devices used to access self-service

Respondents Cumulative %

0

5

10

15

20

25

30

35

40

45

Mozilla Firefox Google Chrome Safari Opera Other

No

. of

Stu

den

ts

Browsers

Browser used for accessing self-service


P a g e 12 | 24

Through close analysis it was found out that, the students who had problems loading the pages

were mostly Mozilla Firefox users.

8 users claimed that some page/s does not load correctly while 48 users said the pages load

correctly. Out of 8 users who claimed that pages had faults, 6 have said that “Course

Homepage” does not load correctly. This is true, using Mozilla Firefox and going to self-

service course homepage show that some elements of the page are not where it belongs. It looks

crashed. The other 2 users said finance page and registration page had problems.

Survey showed that most students does not have a particular amount of times they access the

website. The graph can be seen on the next page.

86%

14%

Does all pages load correctly?

Yes, they load correctly No, they do not load correctly


P a g e 13 | 24

The bars on the graph represent the number of students. Most students who said “Other” have

said that it differs and that it sometimes depends on exams, assignments etc. While others have

said that they only visit once every 6 months just to check grades, financial balances and to

register for courses. Below is the common reasons why students access self-service.

The chart shows that most students use self-service to just check their result. This might be due

to the fact the there is another system students use to get course materials which is GEM.

“Other” category includes students who login to register and check registration.

0

2

4

6

8

10

12

14

16

18

20

Once a week Once every two weeks Once a month Other

No

. of

stu

den

ts

Time

Access rate to self-service

48%

59%

73%

13%

Reasons for accessing self-service

Checking course fee Downloading course materials Checking course results Other


P a g e 14 | 24

Out of the 33 students who said they download course materials, only 2 students said that they

face problems.

The following are how the students rated different aspects of the self-service website.

The graph shows that most of the students agreed that navigating within the pages of self-

service is easy. However, by combining those who strongly disagree and those who disagree it

is understood that there are many students who are not satisfied.

6%

94%

Problem downloading course materials from self-service?

Yes No

0 5 10 15 20 25 30

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

No. of Students

Rat

ing

Navigation is Easy

Respondents


P a g e 15 | 24

While most of the students believe that moderate amount of help is provided on self-service

few disagreed to this statement. This can be due to some complexity in what is provided in help

menu.

The look of the site is said to appealing. However, as previously mentioned, students who

reported page crashes, along with few other students says otherwise. The chart below shows

that most students agree that the site is simple and easy to use.

0 5 10 15 20 25 30

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

No. of Students

Rat

ing

Necessary Help is Provided

Respondents

0 5 10 15 20 25 30

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

No. of Students

Rat

ing

The Design is Appealing

Respondents

0 5 10 15 20 25 30

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

No. of Students

Rat

ing

It is easy to use

Respondents


P a g e 16 | 24

For the overall website, most students who took part in the survey says that it is neither good

nor bad. However, 25% of the students say that it is not good. This shows that website needs

to be improved. Suggestions from students for improvements are discussed later in this report.

Next area that was looked into was course registrations. As students use self-service to register

for courses, this particular page needs to be easy to understand and simple to use. Hence,

information about the difficulties students face when registering online were recorded with the

help of the survey.

Subject codes not available online means searching for the correct course becomes problematic.

Having to visit the respected faculty to just check the subject codes can be a difficult tasks for

students that live in another island like Hulhumale’.

0 5 10 15 20 25

Strongly Agree

Agree

Neutral

Disagree

Strongly Disagree

No. of Students

Rat

ing

Overall, the website is great

Respondents

48%

63%

54%

5%

Difficulties faced in registration process

Subject codes not available online Having to add one subject at a time to the "cart"

Too many steps Other


P a g e 17 | 24

In the registration process students search for each subject separately and add them to a “cart”

on at a time before they can proceed with the registration process. Any mistake in the

aforementioned process requires removing the subject from the cart and doing all over again.

This process is time consuming. Those who said they had other problems gave answers that is

either irrelevant to the question or an answer that falls under subjects codes not being available

online.

Around 80% of students believe that online payment service should be offered through self-

service. Those who agreed and disagreed had valid reasons. The summary of the reasons

specified by the students are provided below.

Why online payment should be included:

o Simpler and more time saving than waiting in a queue outside budget section,

o Easy for students who has to go for work,

o Less load on students and staffs alike,

o More safety, no need to carry lot of cash with you to the Finance section,

o Simple for students who live in a different island like Hulhumale’ and Vilingili.

Why online payment should not be included:

o Don’t believe MNU has the capability to do it safely,

o Online payment is not secure,

o No proof of payment for students,

o Might give errors and cause irreversible losses for students.

79%

21%

Online Payment for Course Fees?

Yes No


P a g e 18 | 24

The summarized list of possible improvements for Course Homepage suggested by students

are listed below.

Enable opening courses in separate tabs,

Change the design,

Add a logout button,

Improve Mozilla Firefox support,

Make it more user friendly.

For unnecessary features, many students have suggested removing the last page that appears

after user logs out. This particular page has a button asking the user to click it to close the

browser. However, this does not work. Second feature suggested by students was removal of

course subject cart in registration process and changing it such that registration can be done

with fewer steps.

In the suggestions area of the survey, students have said to upgrade the site to latest web

technologies like HTML5 and CSS3 hence self-service website was built a long time ago, the

technologies it use might be obsolete or can be improved. Moreover, students have said to

integrate different system MNU uses into one so that they can access all the services with just

a single account and a password.

Other suggestions included things like help to be provided as a user goes through a process like

registration. Students suggested including things like arrows pointing where to go, what to do

next when they try for the first time or when they require help. Apart from the above mentioned,

most students have suggested improving the look and simplicity.


P a g e 19 | 24

9. Conclusion

Overall, the current self-service system used in Maldives National University is not up to the

level it should be. Although it provides many functions, faults and opportunities for

improvement are found in different areas of the current self-service website. As the system was

built few years back, the technologies used back then might now be obsolete. This means the

system requires upgrading to today’s technologies.

From the survey it was also found that online payment service is supported by many users of

the current system. Altering the current system to meet the requirements of the students is

important. By doing so, Maldives National University might be able to provide better help to

students in different ways.


P a g e 20 | 24

10. Recommendations

The conducted survey showed that students are neither satisfied nor dissatisfied with the current

self-service system. This can be due the reason that although the website has problems, they

are able to get what they want from the site. However, Maldives National University needs to

improve the website with the help of a person with required technical skills. The look of the

site needs to be changed to a modern way. Registration and course home page should be

prioritized for improvement. Navigation and process within these pages needs to be improved.

Being able to register easily without much hustle, and opening course homepages in new tabs

need to be enabled for simplification.

Use of hardcopy lectures and GEM system to give course materials can be a reason why

students use self-service rarely. So, by integrating the features of GEM into self-service, MNU

can have more students using the self-service system.

Online payment feature for paying for the course needs to be added to the self-service system.

However, this process has to be carried out with professional help. A proof of payment can be

mailed to the students when they do online payment. Also, even if this feature is added, the

traditional method of payment should also be available. This can help students decide the way

they want to make the payment at their own risk.


P a g e 21 | 24

References

Kenneth E. Kendall, J. E. (2011). Systems Analysis and Design (8th ed.). New Jersey: Pearson

Education Inc.

Maldives National University (2013). Strategic Plan 2013 - 2017. Male': Maldives National University.

Maldives National University (n.d.). http://www.mnu.edu.mv. Retrieved from The Maldives National

University: http://www.mnu.edu.mv/index.php/contacts


P a g e 22 | 24

Appendix

Appendix 01


P a g e 23 | 24


P a g e 24 | 24

Documents

Customer Satisfaction Survey