STUDENT QUESTIONNAIRE

Student Experience

The Technical University of Kenya is conducting this survey to get valuable feedback from you that will help in improving the quality of services we offer. The feedback will be used to improve service delivery at TU-K.

Year Of Study *

School *

Gender *

Education Level *

Age Group *

1. Quality

The following section raises questions on the quality of services at the University and its effect on student satisfaction. Please answer the questions to the best of your knowledge. There are no right or wrong answers.

A) Education Quality

The quality of tertiary education offered at TU-K generally is above average. *

At TU-K, I am taught the skills I need to get good results both academically and for professional development *

B) Service Quality

TU-K gives me the access to services that support my studies (e.g. labs, Wi-Fi, library). *

The library online services are of high quality and reliable. *

The online admission/student portal services are reliable and efficient. *

The eLearning services are reliable and efficient *

The quality of education at TU-K gives me value for my money and time. *

TU-K has sufficient number of staff and technicians who possess the skills necessary to help me fulfil my career dreams. *

TU-K has modern equipment and computer labs for students to use. *

TU-K has a good communication and signage system so that students know where and how to get help. *

Lecture rooms are conducive for learning *

TU-K has modern equipment that aid learning *

Learning materials are easily available *

The sizes of the classes are sufficient and there is no overcrowding. *

Services are performed within a reasonable time frame *

There are adequate counselling services for students *

Service Quality *

C) Satisfaction With Staff

Staff are knowledgeable enough to respond to my questions *

Staff quickly respond to my requests *

TU-K staff have professional appearance / image *

Staff are trustworthy *

The staff offer sufficient and convenient consultation *

Communication from staff is clear and understandable *

Staff respect students *

The staff have high integrity *

The staff are time conscious *

The staff understand students' needs *

D) Customer Handling

I am informed of everything I have to do to get particular service. *

I am satisfied with the accessibility of services *

Staff are courteous *

I am satisfied with the amount of time it takes to get service *

I easily obtain an appointment with TU-K staff whenever I seek one. *

Staff go an extra mile to ensure I get a service I am seeking *

2. Complaint Handling

The following section has questions on complaints handling at the University. Please answer the questions to the best of your knowledge. There are no right or wrong answers.

A) Have you ever raised a complaint or request at TU-K?

Ever raised a complaint or request at TU-K *

B) Channels used to launch complaints

Email *

Letter *

In person to relevant officer *

Suggestion complaint box *

Social media *

c) If yes kindly rate your satisfaction with the complaint resolution

Satisfaction level with the complaint resolution *

3. Overall Satisfaction

i. I am satisfied with the overall services offered at the sections captured below.

Academic Registrar *

Examinations *

Teaching *

Library *

Admission *

Finance *

Dean of Student Office *

ICT *

Clinic *

Hostel *

Security *

Customer Care *

ii. Kindly suggest ways that may help in improving service delivery at TU-K

Ways that may help in improving service delivery at TU-K