Transforming the initial registration process at Bindura University of Science Education: a pathway to improved student satisfaction

Abstract

Global trends in university management increasingly emphasize the use of ICTs and automation to improve service delivery and student engagement, as many universities have adopted digital registration platforms and integrated student management systems to streamline enrollment procedures. The research was motivated by recurrent challenges faced by students during registration, including long waiting times, inefficient communication and limited digital support. The main objective of the study was to examine the existing initial registration process at BUSE, so as to develop a transformative, student-centered model aimed at improving efficiency, accessibility and overall student satisfaction. Five faculties were selected, which are present at BUSE so to have a representative population of the study, this was done using stratified random sampling, giving a total of 200 students. Data was collected through questionnaires with students in different faculties’ and key informants guide was used to solicit data from the administration staff. Descriptive statistics were used to analyse demographic profile of students’ involved in the study. The Likert scale was used to analyse student satisfaction on the registration process, whilst effective of communication channels on registration efficiency used the regression analysis. Correlation of communication with satisfaction and efficiency used the regression analysis and the relationship between waiting time and satisfaction used the Pearson Correlation co-efficient. The findings showed a moderate level of overall satisfaction with the registration process. The mean satisfaction score was 3.83 on a 5-point scale (Std. Dev. = 0.72). This suggests that while the process is functional, there is significant room for improvement to achieve a higher level of student contentment. On communication channels E-Portal and emails were identified as the two most effective communication channels, though notice boards were perceived as the least effective channel. The model on communication efficiency was not statistically significant (Prob (F-statistic) = 0.858, R-squared = 0.013), thus none of the individual communication channels had a statistically significant impact on perceived efficiency. The relationship between waiting time and satisfaction reveals a statistically significant, though weak, negative relationship between waiting time and student satisfaction. The descriptive statistics show a mean waiting time of 11.84 days (Std. Dev. = 3.58), with a range from 5 to 20 days. On relationship between registration efficiency and student satisfaction, the correlation matrix between communication channels and satisfaction provides noted that notice board were effective as there was significant negative correlation with satisfaction (-0.18), while SMS effectiveness shows a positive correlation (0.10) at (P<0.05 using Spss version 25. It was concluded that i) student satisfaction is a crucial measure of institutional performance, particularly during administrative processes such as registration ii) prolonged waiting times, lack of real-time updates, insufficient human resources and over-reliance on manual procedures contributed to frustrations and dissatisfaction iii) initiatives aimed at streamlining communication through SMS alerts, email notifications, the E-portal system and physical help desks were noted as critical enablers of efficiency iv) registration efficiency is strongly correlated with student satisfaction. The researcher recommended that: i) BUSE should fully implement an online registration platform that allows students to complete the process remotely ii) the university must utilize multiple communication platforms (SMS, email, E-portal alerts, social media) to keep students updated on registration deadlines, changes and requirements iii) organize digital and in-person orientation sessions for first-year students before registration starts iv) BUSE should temporarily increase administrative support staff during registration windows to reduce delays and assist with student queries v) Implement a student feedback tool within the registration platform to collect real-time input on challenges faced vi) a mobile app with offline capabilities can ease access to registration materials and status updates, especially for students in remote areas with limited internet access vii) consider segmenting registration by faculty, year, or program to prevent system overloads and physical congestion on campus viii) establish clear KPIs for the registration process and conduct yearly evaluations using student satisfaction surveys and system performance reports; ix) ensure the registration process is accessible to all students, including those with physical, visual, or hearing impairments. This may include sign language interpreters or step-free digital navigation. x) Offering instructions in Shona or Ndebele may improve clarity and reduce confusion for students unfamiliar with technical terms.