STUDENTS’ SATISFACTION POLICY

Survey Questions 2021

As Approved ISO: 1/12/2021

revision 1 : February 2022
Revision 2: 25 October 2022 - vetted by Dr Suhelmiey

Title: Student Satisfaction Survey (to be placed on LMS/ Students Portal and
Google drive

Ownership: Student Affairs and Alumni Department (STAAD)

Summary: This is a Student Satisfaction Survey to be conducted semesterly upon ALL

students

Presented by:
Dato’ Fajura Juffa Binti Mohd Mustafa Kamal
Head of Student Affairs and Alumni Department
Date: 25 October 2022

Reviewed by:
Dr Suhelmiey

Date: 25 October 2022

Endorsed By:
Dr Rosnizah Shaari
Registrar
Date:

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 STUDENTS’ SATISFACTION POLICY
Survey Questions 2021

As Approved ISO: 1/12/2021

revision 1 : February 2022
Revision 2: 25 October 2022 - vetted by Dr Suhelmiey

This is a Student Satisfaction Survey regarding your overall experience at the

university and your responses will aid improvements at the university. The
respondent’s identity will not be made public.

Please respond to all questions.

Each question has five responses, choose the most appropriate one.
Evaluation Remarks 5 Strongly Agree/ Very satisfied
4 Agree / Satisfied
3 Average / Neutral
2 Disagree/ Improvements needed
1 Strongly Disagree/ Dissatisfied

A. Student Expectations
A common expectation of students is that a university education will enhance their
academic and vocational prospects; as well as provide opportunities to become
independent and to enjoy themselves, gain decent employment, achieve personal
growth, and contribute to the improvement in society.

1. Please rate your level of agreement with the following statements about
visibility of City University:
a. I feel a sense of belonging at CITY UNIVERSITY
b. I am proud that I am a CITY UNIVERSITY student
c. CITY UNIVERSITY cares for students as individuals
d. Students are welcomed on this campus
e. People on this campus respect each other
f. Employees across campuses are generally helpful and approachable
g. I feel informed about what is happening on campus
h. I would recommend CITY UNIVERSITY to a friend or family member

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 STUDENTS’ SATISFACTION POLICY
Survey Questions 2021

As Approved ISO: 1/12/2021

revision 1 : February 2022
Revision 2: 25 October 2022 - vetted by Dr Suhelmiey

2. Please rate your level of agreement with the following statements about
supplemental education at CITY UNIVERSITY.
a. I wished university would motivate me to participate and be active in
local and international student seminar/ conferences/ academic
activities
b. I wish university would organised conferences with high level
professionals
c. Internship programs are well planned and managed
d. I benefit a lot from the industry interactions planned within the
faculty/course.

B. Teaching and Learning

One of the most important factors that affect students directly is the teaching quality
factor, which includes curriculum, teaching techniques and methodologies, as well as
testing methods.

1. Please rate your level of agreement with the following statements about
Communication at CITY UNIVERSITY
a. Lecturers are open for communicating with students
b. Lecturers motivate students to present their opinions
c. Some of the lecturers care more about students’ physical presence
than for students’ involvement
d. Students’ evaluations are done objectively

2. Please rate your level of agreement with the following statements about
Teaching - timing and feedback.
a. Some of the continuous assessments are announced without a
sufficient time lead
b. Some lecturers do not meet deadlines for examination results’ posting
c. Some lecturers do not give feedback for assessments and
examinations

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 STUDENTS’ SATISFACTION POLICY
Survey Questions 2021

As Approved ISO: 1/12/2021

revision 1 : February 2022
Revision 2: 25 October 2022 - vetted by Dr Suhelmiey

d. Academic reading material support was not made available by

Lecturers
e. Some Lecturers do not communicate evaluation system at the
beginning of semester
f. Lecturers are always on time to start the class

3. Please rate your level of agreement with the following statements

Education versus Attitude of Lecturers.
a. Some lecturers have very high demands for students
b. Some lecturers are exaggeratedly tough in student evaluations
c. Time schedule for the Semester/ short semester is excessively loaded
d. Lecturers understand me
e. Lecturers would spend time/ afford time to help me with my studies
f. Lecturers are approachable
g. Lecturers give guidance for me to execute my academic work

4. Please rate your level of agreement about the following statements

describing Attitudes of Lecturers at CITY UNIVERSITY.
a. Lecturers always take into consideration students’ opinion
b. Lecturers allow questions for the course content they teach
c. Lecturers are always mindful with the comments in class
d. I feel comfortable with the lecturers sense of professionalism
e. Lecturers are objective in grading student efforts
f. Lecturers appreciate intellectual effort students make

5. Please rate your level of agreement with the following statements about
Services delivered
a. The lecturers care about me as an individual
b. Lecturers support each student's differences
c. Lecturers are fair while dealing with students
d. I am receiving quality education at CITY UNIVERSITY
e. The variety of courses offered is sufficient
f. I always get answers to my inquiries

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 STUDENTS’ SATISFACTION POLICY
Survey Questions 2021

As Approved ISO: 1/12/2021

revision 1 : February 2022
Revision 2: 25 October 2022 - vetted by Dr Suhelmiey

6. Please rate the level of satisfaction with:

a. Instructions and Regulations on academic matters
b. Schedule of Classes
c. Schedule of leisure activities
d. Overall educational experience at CITY UNIVERSITY

7. On-Line Teaching and Learning Platform

a. Access to on-line teaching materials
b. On-Line assessments
c. On-line Chat groups / Forums
d. City University on-line is user friendly

8. How satisfied are you with the overall experience studying here?

C. Learning Environment
Learning environment is one of the most important factors that affect student
engagement. Students are more likely to thrive and reach their full potential if
the learning environment meets their individual needs.

Learning environment can refer to all those things that surround students
within the campus.
1. There are adequate numbers of areas used for studying on campus
2. The overall campus is inspiring
3. The whole campus has adequate light
4. The campus is well maintained
5. I love being on campus as it gives me a sense of belonging
6. I love being on campus as I can be myself
7. There are areas/spaces for me to hang out with my friends

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 STUDENTS’ SATISFACTION POLICY
Survey Questions 2021

As Approved ISO: 1/12/2021

revision 1 : February 2022
Revision 2: 25 October 2022 - vetted by Dr Suhelmiey

8. The international community supports my learning and growth as a

global citizen

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 STUDENTS’ SATISFACTION POLICY
Survey Questions 2021

As Approved ISO: 1/12/2021

revision 1 : February 2022
Revision 2: 25 October 2022 - vetted by Dr Suhelmiey

D. Facilities
Adequate facilities are the very foundation of any successful educational
institution.

1. Please rate your level of agreement with the following statements:

a. Computer labs are accessible
b. Computer labs are adequate
c. Computer labs are equipped with sufficient technology for learning
d. Internet connectivity is good
e. Library space is sufficient
f. Number of books/ebooks available satisfy my needs as a student

2. How would you rate the following facilities at the University?

a. Classrooms
b. Laboratory facilities
c. Workshops (architecture, engineering, fashion etc)
d. Library
e. Computer Labs

E. Services
City University offers a wide range of support services to assist you with any problems
you may face, including those of an academic or personal nature. You'll find that
student advisors / mentors are very understanding of the issues you face as a student
and can really provide help when you need it.
Please rate your level of agreement with the following statements about
services offered and attitude of service providers :
1. Admission Unit/Registry
a. Registry - The personnel involved in registration are helpful
b. Registry - Online registration is user-friendly
c. Admission and records services

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 STUDENTS’ SATISFACTION POLICY
Survey Questions 2021

As Approved ISO: 1/12/2021

revision 1 : February 2022
Revision 2: 25 October 2022 - vetted by Dr Suhelmiey

2. Student Affairs and Alumni Department (STAAD)

a. The counsellors provide accurate information
b. The counsellors care about my success
c. I feel well treated with students’ welfare services
d. The counsellors assist me in getting information on future careers and
employability services
e. The activities provided by STAAD makes the students engaged with
the university
f. I am aware and participate in the associations, clubs and society at the
university.
g. The university promotes and supports the needs of students’ clubs and
societies
h. I am aware of the Student Representative Council of the University that
represents all students.
i. I wish SRC would be a bigger role in voicing our opinions at
management.
j. I am happy with the choices of university sponsored extracurricular
activities at this university.
k. Students Facilities are adequate

3. Bursary
a. Bursary - I feel well treated with finance services
b. Overall services for students at CITY UNIVERSITY

4. Cafeteria

a. The cafeteria is well maintained and is sufficient

b. The variety of food available on campus is acceptable

5. How satisfied are you with the overall experience at this University

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 STUDENTS’ SATISFACTION POLICY
Survey Questions 2021

As Approved ISO: 1/12/2021

revision 1 : February 2022
Revision 2: 25 October 2022 - vetted by Dr Suhelmiey

6. In general, how do you feel you are treated by the following groups at CITY
UNIVERSITY?
c. Lecturers in general
d. Your classmates in general
e. Campus security guards
f. Administrative and Support staff

2. What do you think are best things CITY UNIVERSITY has to offer?
Type in Answer:

3. What do you think are particular STRENGTHS at CITY UNIVERSITY?

Type in Answer:

4. What do you think are particular WEAKNESSES at CITY UNIVERSITY?

Type in Answer:

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