|Title:||Survey on Students” Complaints Hand] ing and Response Practices of Private University Colleges in Addis Ababa|
|???metadata.dc.contributor.*???:||. Rakshit Neg (Dr)|
|Keywords:||role in the management of higher education|
|Publisher:||Addis Ababa University|
|Abstract:||Student complaint handling procedures and practices play an important role in the management of higher education, both in public and private domaíns. Students, especially, those in private higher educational institutions, are believed to be the customers, as they are responsible for paying their tuition fees. Handling the complaints coming from students and responding accordingly can help university colleges to convert associated threats into opportuníties to perform better than their competitors and draw competitive advantage. Keeping this in mind, the study is designed to assess the problems related to handling students' complaints and the procedures used by the private University Colleges in responding to such complaints. Additionally, an attempt was made to identiﬁf the major problems students complain about and their root causes, and the challenges faced by the management in handling student complaints. Descriptive survey method of study was applied to investigate the major problems and their causes. A self-administered questionnaire with the basic issues (as identiﬁed through extensive literature review and preliminary investigation with a group of students) related to the nature and types of complaints was prepared, and administered by the researcher with two groups (students and management) of respondents. All the responses obtained from respondents were analyzed using SPSS software package. Inline with the study objectives, Percentages, Means, Factor, ANO VA, and t-test scores were computed. Factor analysis was carried out to group various variables of the study to represent unidimensionality. In this way, nine dimensions representing various issues related to the nature of complaints and handling procedure were identiﬁed and named appropriately. These dimensions were used as the base for comparing and contrasting the performance of the three University Colleges over the stated issues. T he ﬁndings of the research reveal that the major focus of many private higher educational institutions is on attracting new enrolments than treating eﬂectively the existing students to make them loyal. Moreover, problems have been reported related to the institutional facilities and the staﬂbehavior while handling and responding to student's complaints by the management. However, most of the complaints were reported to be associated with non-transparent grading system. Finally, the study offers some directions and implications to higher education sector, and provides insight to the management of private higher educational institutions in handling students ' complaints.|
|Appears in Collections:||Thesis - Educational Research & Development|
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