MKMR303 - Student Satisfaction Analysis at Kent Institute Australia

This report aims to identify the satisfaction levels of Kent Institute Australia's (Kent) students regarding its infrastructure, facilities, and resources. The research employs a pragmatism philosophy, utilizing both quantitative and qualitative research methods, with a deductive research approach. Data was collected through surveys and interviews with students, analyzed using percentile methods and descriptive analysis. The findings reveal varying levels of satisfaction among students, with areas such as internet speed and computer quality receiving positive feedback, while concerns were raised about the number of power points in classrooms, the student kitchen area, and desk quality. Students also provided suggestions for improvement, including increasing the number of power sockets, improving internet speed, expanding library resources, and enhancing kitchen cleanliness. The report concludes by emphasizing the importance of addressing student feedback to maintain the institution's reputation and improve overall student satisfaction.

To identify the satisfaction levels of Kent Institute Australia’s (Kent)
students on its infrastructure, facilities and resources that are made
available to them.

Contents
Introduction:....................................................................................................................................3
Background of the Research and Organisation:..............................................................................3
The aim of the Research:.................................................................................................................4
Research objectives:........................................................................................................................4
The rationale of the study:...............................................................................................................4
Research methodology:...................................................................................................................4
Findings and analysis:......................................................................................................................7
References:....................................................................................................................................23

Background of the Research and Organisation:
Student satisfaction is one of the most important parts of an institution to get the reputation as
well as maintain student retention (Dow, 2017). As opined by Armstrong et al (2015), to acquire
students’ satisfaction, management of every institution always think about the student welfare
and try to provide best quality service to them. Kent institution was set up in Australia, in 1989 at
Sydney, Burwood and at that time the only course offered by the institution was Information
Technology.
In the present scenario, The Institution offers higher education course which includes courses
like bachelor of business, accountancy and information technology and other one vocational
course which consist business and technology-oriented training schedule.
The aim of the Research:
The main aim of this research is to find out the main issues by which Kent Institution, Australia
is mainly facing regarding student satisfaction and try to suggest the better way to resolve those
loophole.
Research objectives:
 Upbringing the best educational course and practice for both Australia and globe
 To analyse the satisfaction of Students of Kent Institution, Australia
 To suggest a better way, by which student can get satisfaction regarding the service
provided by Kent Institution, Australia

The rationale of the study:
KENT institute of Australia is a government-affiliated and registered as a private college which
offers the bachelor degree in business, accounting, and information technology. The institution
believes that all students coming from different cultures have given same education and also it
has a special system to educate financially poor students. Industrial exposure, modern art
facilities of study, modern facilities make this institution unusual and this was the reason behind
select this institution for further investigation (Shah & Richardson, 2016).
Research methodology:
Research Philosophy: pragmatism philosophy is selected which refers both quantitative and
qualitative research method. This method can use large sample size process for survey and small
sample for the interview process.
Research Approach: As the research does not target for building new theories and the level of
the student’s satisfaction regarding the institution structure, thus this research mainly concentrate
on the deductive research approach (Creswell, 2017).
Research Design: This research mainly based on the sequential explanatory research design as
the qualitative data of the collection follows the collection and research result of quantitative data
(Brace, 2018).
Data Collection Methods: Data collection has been conducted by using primary and secondary
data collection method. In primary data collection method, the information is directly taken from
the students via interview, survey. Apart from that, the secondary data collection includes more
prominent way which is accumulated from online sources like websites, journals and books
(Sadler, 2014).

Population and Sampling: To conduct academic research, simple random sampling is used to
select 60 respondents for the survey process.
Data Analysis: The collected data is presented in tabular format and graphical format. After that,
the data is analyzed with the help of percentile method and descriptive analysis of the data.
Research Ethics: For conducting any research which includes human participants, following
the research ethics is an important factor. In a primary research, the personal information of the
participants needs to be kept in supreme secrecy.

Findings and analysis:
Q1. What courses are you enrolled at Kent Institute Australia?
Figure: Student enrollment in Kent Australia
Table: Student enrollment in Kent Australia

Findings and Analysis:
There are 58% candidates found, who mainly deals with Bachelor of Business. Apart from
that, 38% candidates are related to Bachelor of Accounting.
Q2: How satisfied are you with the number of power points in your classroom?
Figure: Student satisfaction level regarding PowerPoint presentation of Kent Australia

Table: Student satisfaction level regarding PowerPoint presentation of Kent Australia
Findings and Analysis:
Regarding the question, 20% candidates are fully satisfied and 23% are satisfied. Instead of
it, 21% and 16% candidates are dissatisfied and fully dissatisfied respectively.
Q3. How satisfied are you with the internet throughout the campus offered by Kent Institute
Australia?

Figure: Student satisfaction level regarding internet speed of Kent Australia
Table: Student satisfaction level regarding internet speed of Kent Australia

Findings and Analysis:
Regarding this question, when asked the candidate regarding their satisfaction level of internet
speed, 38% students of Kent Institution are fully satisfied and 43% students are satisfied with
that aspect.
Q4. What is your favourite thing about the Library?
Figure: Candidates’ favourite things about Library
Findings and Analysis:

The respondent is asked about the favourite thing of the Library of Kent Institution in this
question. Several types of responses found from the respondents as there were no specific
options provided to them.
Q5. What is your least favourite thing about the library?
Figure: Candidates’ least favourite things about Library
Findings and Analysis:

The management of the institution always should give importance to the feedback from service
users. With resolving those issues, the reputation of the organisation can maintain properly.
Q6. How satisfied are you with the student kitchen area of your institution?
Figure: Student satisfaction level regarding the Kitchen area of Kent Australia

Table: Student satisfaction level regarding the Kitchen area of Kent Australia
Findings and Analysis:
To respond the question regarding the satisfaction level of Kitchen area, 18% students are fully
satisfied and 35% are satisfied. On the other hand, 25% and 16% students are not satisfied with
the present kitchen area.
Q7: How satisfied are you with the desks available in your classrooms?
Figure: Student satisfaction level regarding the Desk available in the classroom of Kent
Australia

Table: Student satisfaction level regarding the Desk available in the classroom of Kent
Australia
Findings and analysis:
When asked the students about the condition of Desk in a classroom, only 20% students are fully
satisfied and 32% are satisfied. Apart that, 15% and 10% students are not satisfied with this
aspect.
Q8: How satisfied are you with the quality of student computers?

Figure: Student satisfaction level regarding the quality of the computer of Kent
Australia

Table: Student satisfaction level regarding the quality of the computer of Kent
Australia
Findings and analysis:
In the light of the quality of computers which is mainly provided to the students for their use in
the classroom, 43% students are fully satisfied and 35% are satisfied.
Q9: In a few sentences, provide compliments and/or complaints you may have about the
Sydney campus?

Figure: Student recommendation about the Kent Institution
Findings and analysis:
When I have asked the students about their suggestion by which they can get better quality
service from Kent Institution, Australia, there were 58 different types of responses found from
the candidates. Two of them did not respond this question.
Q10. Select what is most important to you as a student of Kent Institute at the Sydney campus?

Figure: Students’ necessity regarding Kent Institution

Table: Students’ necessity regarding Kent Institution
Findings and analysis:
Regarding the question asked, 39% candidates think that some power sockets are very essential
into the classroom. 11% students want more internet speed to do any work fast. 20% students
want more availability of Books into the library and 25% thinks about to open a new library and
15% candidates want some academic support into the library whereas Kitchen cleanliness is also
one of the most important criteria for 27% students. 35% candidates require quality of desk into
the classroom. Quality of computer and availability of the computers is also an issue by which
6% and 10% candidates are facing daily.

References:
Armstrong, G., Kotler, P., Harker, M., & Brennan, R. (2015). Marketing: an introduction.
Pearson Education.
Brace, I. (2018). Questionnaire design: How to plan, structure and write survey material for
effective market research. Kogan Page Publishers.
Creswell, J. W., & Clark, V. L. P. (2017). Designing and conducting mixed methods research.
Sage publications.
Dow, K.L., 2017. Strengthening quality assurance in Australian higher education. In Global
perspectives on quality in higher education (pp. 135-154). Routledge.
Kent Institute Australia. (2018). Home. Retrieved 5th June from: http://kent.edu.au/kent3/our-
vision/
Sadler, G. R., Lee, H. C., Lim, R. S. H., & Fullerton, J. (2014). Recruitment of hard‐to‐reach
population subgroups via adaptations of the snowball sampling strategy. Nursing & health
sciences, 12(3), 369-374.
Shah, M., & Richardson, J. T. (2016). Is the enhancement of student experience a strategic
priority in Australian universities?. Higher Education Research & Development, 35(2), 352-364.