A STUDY OF STUDENT’S SATISFACTION LEVEL FROM EDUCATIONAL SERVICES PROVIDED BY MUMBAI UNIVERSITY

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UNIVERSITY OF MUMBAI
PROJECT REPORT
ON
A STUDY OF STUDENT’S SATISFACTION LEVEL FROM
EDUCATIONAL SERVICES PROVIDED BY MUMBAI UNIVERSITY
BY
MR. JITEN H MENGHANI
ROLL NO 28
M.COM. (PART-2)
ACADEMIC YEAR 2014-2015
PROJECT GUIDE
PROF.MRS RACHANA JOSHI
PARLE TILAK VIDYALAYA ASSOCIATION’S
M.L.DAHANUKAR COLLEGE OF COMMERCE
DIXIT ROAD, VILE PARLE (EAST)
MUMBAI-400 057

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DECLARATION
I, MR. JITEN H MENGHANI OF PARLE TILAK VIDYALAYA
ASSOCIATION’S, M.L.DAHANUKAR COLLEGE OF
COMMERCE of M.COM (PART-2) (Semester 4) hereby
Declare that I have completed this project on
A STUDY OF STUDENT’S SATISFACTION LEVEL FROM
EDUCATIONAL SERVICES PROVIDED BY MUMBAI UNIVERSITY
in
The Academic year 2014-2015. The information
Submitted is true & original to the best of knowledge.
-----------------------
(Signature of student)

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ACKNOWLEGEMENT
To list who all have helped me is difficult because they are so
Numerous and the depth is so enormous.
I would like to acknowledge the following as being idealistic
channels and fresh dimensions in the completion of this
project
I take this opportunity to thank the University of Mumbai for
giving me chance to do this project.
I would like thank my Principal, Dr. Madhavi.S.Pethe
for providing the necessary facilities required for completion of
this project.
I would also like to express my sincere gratitude towards my
project guide PROF. PROF.MRS RACHANA JOSHI
whose guidance and care
made the project successful.
I would like to thank my college library, for having provided
Various reference books and magazines related to my project.
Lastly I would like to thank each & every person who directly
or indirectly helped me in completion of the project especially
my parents & peers who supported me throughout my project.

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CONTENT
1. CHAPTER-1
a) Introduction
b) Objective of study
 Primary Objective
 Secondary Objective
c) Hypothesis
d) Research Methodology
e) Research Instrument
f) Importance of the Study
g) Limitations of the Study
h) Review of Literature
2. CHAPTER -II
a) Profile of Respondents
b) Table No 1-15
3. CHAPTER III
c) Summarization
d) Introduction
e) Evaluation of Data
f) Recommendation
g) Conclusion
4. BIBLIOGRAPHY
5. APPENDIX

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CHAPTER - I
a) Introduction
The University of Mumbai (known earlier as University of Bombay) is one of the oldest and
premier Universities in India. It was established in 1857 consequent upon "Wood's Education
Dispatch", and it is one amongst the first three Universities in India.
As a sequel to the change in the name of the city from Bombay to Mumbai, the name of the
University has been changed from "University of Bombay" to "University of Mumbai", vide
notification issued by the Government of Maharashtra and published in the Government Gazette
dated 4th September, 1996.
The profile of this University carved out in 155 years of its functioning attests to its manifold
achievements as the intellectual and moral powerhouse of the society. The University has always
given its best to the country in general and to the city of Mumbai in particular by enthusiastically
shouldering an ever-growing load of social values and opportunities.
Initially, the University concentrated its efforts on controlling teaching at the undergraduate level
and in conducting examinations. Later on it took up research and the task of imparting instructions
at the Post-Graduate level. This resulted in the establishment of the University Departments
beginning with the School of Sociology and Civics & Politics. The independence of the country led
to the re-organization of the functions and powers of the University with the passing of the Bombay
University Act of 1953.
It has two campuses of areas 243 acres and 14 acres at Vidyanagari and Fort respectively; sub-
campuses/centers at Ratnagiri 20 acres, Thane 6.50 acres and Kalyan 6.26 acres with 56 University

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Departments & Institutes and 691 affiliated colleges. It has established its name in industrial &
International collaborations and runs various professional courses.
The University was accorded 5 star status in 2001 & 'A' grade status in April 2012 by the National
Assessment and Accreditation Council (NAAC). It has been granted University with Potential for
Excellence (UPE) status by UGC and PURSE Scheme by DST. Many of its Departments are
recognized under various national programmes, such as UGC-SAP at various levels, DST-FIST,
etc. At national level, it has excelled in sports, cultural and out-reaches activities. In the last five
years it has seen 104% increase in under-graduate students, 112% increase in post-graduate students
and 147% increase in distance - education students. There is 156% increase in the number of
research papers published in International journals.
Founded in 1857, the University of Bombay is one of the first three oldest public state
universities in India, located in the city of Mumbai in the state of Maharashtra. It is abbreviated as
either UoM, standing for University of Mumbai or MU for Mumbai University. The University Of
Mumbai is one of the premier universities in India. It was ranked 41 among the Top 50 Engineering
Schools of the world by Business Insider in 2012 and was the only Indian University in the list.

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b) Objective of the Study
Primary Objectives
Student’s satisfaction from the education services provided by the Mumbai University is frequently
reported in the community. I conducted this research for analyzing the perception of student’s
satisfaction level from education services provided by the Mumbai University.
Secondary Objectives
The secondary objectives of the study are:
To study the student’s satisfaction level from education services provided.
To study the attitude of student’s towards Mumbai University.
To analyze an overview of student satisfaction levels with the different aspects of their experience
c) Hypothesis
H1: the students are satisfied with the education services provided by Mumbai University.
H0: the students are not satisfied with the education services provided by Mumbai University.
d) Research Methodology
This research has been done based on systematic method by collecting primary data consisting of
enunciating the problem, collecting the facts and data, analyzing the problem and arriving at a
conclusion.
e) Research Instrument
Market survey is one of the best examples of descriptive research. This is a one shot research study
at a given point of time, and consists of a sample of the population of interest. Its advantages are

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that it gives a good overall picture of the position at a given time. It can cover many variables of
interest, and is not affected by the movements of elements in the sample, because other elements
can be substituted for them.
The sources of data used for the study is primary and secondary data. The primary data is collected
through survey method with 30 respondents and secondary data is collected from websites.
f) Importance of the Study
The study will serve as a baseline for improvement actions using feedback, by providing:
An overview of student satisfaction levels with the different aspects of their experience and internal
and external comparisons to know about of how students perceive their academic and non-academic
experiences at Mumbai University.
g) Limitations of the Study
The study is restricted in context to educational services of Mumbai University only and not any
other University.
The research is restricted to analyzing the perception of only student’s satisfied from education
services provided by Mumbai University and not any faculty member etc.
h) Review of Literature
Student satisfaction refers to the attraction, pride, or positive feeling that the students develop
toward the program or institution (Danielson, 1998; Hatcher, et al., 1992).
Strike (1984) indicated that the level of students’ positive feeling or satisfaction is associated with
students’ being able to find adequate resources to meet their academic and social interests. The
students’ ability to project and implement their self concepts as a students or viewing themselves as

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part of the institution is also related to their positive feeling of satisfaction (Sedlacek, 1987; Stikes,
1984).
The students’ positive feeling and satisfaction is also contingent to the students’ academic and
social experiences obtained at the particular institution (Aitken, 1982; Betz, Menne, Starr, &
Klingensmith, 1971; Danielson, 1998; Hatcher, et al., 1992; Stikes 1984; Tinto, 1993). The
academic and social experiences of students are the vehicles that drive students into the life of the
institution (Tinto, 1993).
In his Interaction theory into argues that student persistence can be predicted by their degree of
integration. He refers to two kinds of integration; academic and social integration. Academic
integration refers to how students perform academically (grades) and social integration is how the
students interact with faculty (Suhre, Jansen, and Harskamp, 2006).
Previous studies have shown that students who report positive academic and social experiences
expressed greater satisfaction with their overall college experience (Bailey, et al., 1998; Danielson,
1998; Tinto, 1993).

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CHAPTER - II
Profile of Respondents
The survey was conducted in South Mumbai region, at Mumbai University campuses through the
distribution of questionnaire to students studying various courses such as arts, science, commerce,
engineering and management, etc. 30 respondents answered the questionnaire. There were 3 age
group’s targeted i.e. 16-20 years, 21-25years, 26-30 years. Classification was made on the basis of
age, gender, educational qualification of the respondents.
15 males and 15 females responded to the questionnaire out of which there were 2 respondents in
the age group of 16-20 years, 17 respondents in the age group of 21-25 years and 11 respondents in
the age group of 26-30 years. Out of these 30 respondents there were 7 undergraduate candidates,
13 graduate respondents and 10 postgraduate, diploma holders’ respondents.

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2.1 Table No: 1-
Online Services provided by Mumbai University
Mumbai University provides online services through its website www.mu.ac.in. All information
regarding course material, results, admissions, etc. are provided in its website for student’s
convenience.
Particulars Frequency Percentage
Highly Satisfied 4 13.33%
Satisfied 9 30%
Moderately Satisfied 13 43.34%
Dissatisfied 4 13.33%
Total 30 100
Source: Primary Data
Interpretation: From the above observation we can say that 43.34% are the majority of respondents
who are moderately satisfied with the online services provided by Mumbai University where as
30% are satisfied and 13.33% are either highly satisfied or dissatisfied.
2.2 Table No: 2 –
Course offered at the Mumbai University
There are various courses offered at Mumbai University, in various fields such as arts, science,
commerce, technical, management course etc.
Particulars Frequency Percentage
Highly Satisfied 5 16.67
Satisfied 13 43.33
Moderately Satisfied 8 26.67
Total 30 100
Source: Primary Data

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Interpretation: From the above analysis, 43.34% are the majority of respondents who are satisfied
with the course offered at the Mumbai University whereas 26.67% are moderately satisfied, 16.67%
are highly satisfied and 13.33% are dissatisfied.
2.3 Table No: 3 –
Registration for the course at the Mumbai University
Particulars Frequency Percentage
Highly Satisfied 5 16.67
Satisfied 10 33.33
Moderately Satisfied 8 26.67
Dissatisfied 7 23.33
Total 30 100
Source: Primary Data
Interpretation: From the above analysis of data, 33.33% are the majority of respondents who find it
satisfactorily easy to register for a course at Mumbai University, whereas 26.67% are moderately
satisfied, 23.33% are dissatisfied and 16.67% are highly satisfied.

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2.4 Table No: 4 –
Classrooms
The classrooms are well furnished and consist of all the learning needs of the students belonging to
all faculties.
Particulars Frequency Percentage
Highly Satisfied 1 3.33
Satisfied 15 50
Moderately Satisfied 13 43.34
Dissatisfied 1 3.33
Total 30 100
Source: Primary Data
Interpretation: From the above analysis of data, 50% of the respondents find the classrooms
satisfied at the Mumbai University to meet the learning needs of the students, whereas 43.34% find
it moderately satisfied and 3.33% of the respondents find it either highly satisfied or dissatisfied.
2.5 Table No: 5 –
Helpfulness of the Staff
Particulars Frequency Percentage
Highly Satisfied 2 6.66
Satisfied 12 40
Moderately Satisfied 5 16.67
Dissatisfied 11 36.67
Total 30 100
Source: Primary Data

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Interpretation: 40% of the respondents are satisfied with the Helpfulness of staff at the Mumbai
University whereas 36.67% are dissatisfied with 16.67% respondents being moderately satisfied
and 6.66% being highly satisfied.
2.6 Table No: 6 –
Cooperation of staff and faculty members
Particulars Frequency Percentage
Highly Satisfied 5 16.66
Satisfied 8 26.67
Moderately Satisfied 9 30
Dissatisfied 8 26.67
Total 30 100
Source: Primary Data
Interpretation: 30% of the respondents are moderately satisfied with the level of cooperation of the
staff and faculty members whereas 26.67% are satisfied, 16.67% are highly satisfied and 26.67%
are dissatisfied.

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2.7 Table No: 7 –
Library System
Library at the Mumbai University contains all the information and necessary data n books according
to students needs.
Particulars Frequency Percentage
Highly Satisfied 1 3.33
Satisfied 14 46.67
Moderately Satisfied 12 40
Dissatisfied 3 10
Total 30 100
Source: Primary Data
Interpretation: 46.67% respondents are satisfied with the library facility at the Mumbai University
whereas 40% are moderately satisfied, 10% are dissatisfied and 3.33% are highly satisfied.
2.8 Table No: 8 –
Cashiers Office
The cashier’s office in attached to the main office where all the financial transitions take place of
the university.
Particulars Frequency Percentage
Highly Satisfied 7 23.33
Satisfied 11 36.67
Moderately Satisfied 10 33.33
Dissatisfied 2 6.67
Total 30 100
Source: Primary Data

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Interpretation: 36.67% of the respondents are satisfied with their experience at the universities
cashiers’ office whereas 33.33% are moderately satisfied, 23.33% are highly satisfied and 6.67%
are dissatisfied.
2.9 Table No: 9 –
Correction of examination answer sheets
Particulars Frequency Percentage
Highly Satisfied 4 13.34
Satisfied 9 30
Moderately Satisfied 7 23.33
Dissatisfied 10 33.33
Total 30 100
Source: Primary Data
Interpretation: 33.33% respondents are dissatisfied with by the correction of the examination
answer sheets done by the Mumbai University, whereas 30% are satisfied, 23.33% are moderately
satisfied and 13.34% are highly satisfied with it.
2.10 Table No: 10 –
CBSGS System
Particulars Frequency Percentage
Highly Satisfied 6 20
Satisfied 11 36.66
Moderately Satisfied 8 26.67
Dissatisfied 5 16.67
Total 30 100
Source: Primary Data

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Interpretation: 36.66% respondents are satisfied with the introduction of the new CBSGS system
where as 26.67% are moderately satisfied, 20% are highly satisfied and 16.67% are dissatisfied with
it.
2.11 Table No: 11 –
Teaching Faculty.
Particulars Frequency Percentage
Highly Satisfied 5 16.67
Satisfied 13 43.33
Moderately Satisfied 8 26.67
Dissatisfied 4 13.33
Total 30 100
Source: Primary Data
Interpretation: 43.33% of the respondents find the faculty enthusiastic about teaching whereas
26.67% find it moderately satisfied, 16.67% are highly satisfied and 13.33% are dissatisfied.
2.12 Table No: 12 –
Practical work experiences
Particulars Frequency Percentage
Highly Satisfied 2 6.67
Satisfied 12 40
Moderately Satisfied 9 30
Dissatisfied 7 23.33
Total 30 100
Source: Primary Data

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Interpretation: 30% of respondents are moderately satisfied with the opportunities for practical work
whereas 30% are moderately satisfied, 23.33% are dissatisfied and 6.67% are highly satisfied.
2.13 Table No: 13 –
Course material
Particulars Frequency Percentage
Highly Satisfied 5 16.67
Satisfied 11 36.67
Moderately Satisfied 10 33.33
Dissatisfied 4 13.33
Total 30 100
Source: Primary Data
Interpretation: 36.67% of respondents are satisfied and find the course material interesting and
creative, whereas 33.33% are moderately satisfied, 16.67% are highly satisfied and 13.33% are
dissatisfied.
2.14 Table No: 14 –
Higher education
Particulars Frequency Percentage
Highly Satisfied 9 30
Satisfied 10 33.33
Moderately Satisfied 7 23.34
Dissatisfied 4 13.33
Total 30 100
Source: Primary Data

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Interpretation: 33.33% of respondents are satisfied with the education system and it inspires them to
go ahead for higher education whereas 30% are highly satisfied, 23.34% are moderately satisfied
and 13.33% are dissatisfied.
2.15 Table No: 15 –
Overall experience at the Mumbai University
Particulars Frequency Percentage
Highly Satisfied 1 3.33
Satisfied 17 56.67
Moderately Satisfied 9 30
Dissatisfied 3 10
Total 30 100
Source: Primary Data
Interpretation: 56.67% of respondents are satisfied with their overall experience at the Mumbai
University whereas 30% are moderately satisfied, 10% are dissatisfied and only 3.33% are highly
satisfied.

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CHAPTER - III
Summarization
3.1 Introduction
The study aimed to obtain an overview of the perceptions of students of their total learning
experience on their selected campuses as an input to improving quality. The study focused on the
total learning experience as experienced by the students. In this chapter conclusions and
recommendations that emerged from the findings of the study are elaborated on. This chapter
highlighted those findings per category that were relevant to improvement, but also indicated areas
of good performance. The comprehensive nature of the questionnaire also meant that a picture
could be formed of students’ perceptions of how the various aspects of student life impacted on
them.
3.2 Evaluation of Data
3.2.1 43.33% of the respondents replied that they were moderately satisfied with the online services
provided by the Mumbai University where as there was other 30% who were satisfied, 13.33% were
either highly satisfied or dissatisfied.
3.2.2 From the above observation, 13/30 i.e. 43.34% are the majority of respondents who said that
the course offered at the Mumbai University was satisfactory according to their needs whereas
26.67% are moderately satisfied, 16.67% are highly satisfied and 13.33% are dissatisfied with it.
3.2.3 9/30 i.e. 30% of the respondents are moderately satisfied with the level of cooperation of the
staff and faculty members whereas 26.67% are satisfied, 16.67% are highly satisfied and 26.67%
are dissatisfied with it.

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3.2.4 13/30 i.e. 43.33% of the respondents find the faculty enthusiastic about teaching whereas
26.67% find it moderately satisfied, 16.67% are highly satisfied and 13.33% are dissatisfied with it.
3.2.5 11/30 respondents i.e. 36.67% are satisfied and find the course material interesting and
creative, whereas 33.33% are moderately satisfied, 16.67% are highly satisfied and 13.33% are
dissatisfied with it.
3.2.6 17/30 respondents i.e. 56.67% are satisfied with their overall experience at the Mumbai
University whereas 30% are moderately satisfied, 10% are dissatisfied and only 3.33% are highly
satisfied with it.
3.3 Recommendation
The study show how relevant quality improvement plans could be put in place in order to improve
the experience of students at the institution. Since the questionnaire only indicates the broad areas in
which students rates the performance of specific service as low, further analyses in the identified
areas are essential. This could be done using more specific questionnaires, to enable the relevant
functional departments to improve their service to students. Lecturers should encourage
participation of students in surveys of this nature. The results of the survey should be fed into the
quality improvement cycle of the university. The Mumbai University should work on its website to
make it simple and user-friendly. Many of the respondents are not satisfied with the paper
correction of the examinations, the university should bring in new methods or system to change the
current pattern of correction. Many respondents find the office staff less cooperative, the staff
should be given adequate training to resolve the student’s grievances and help them in the best
possible manner.

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3.4 Conclusion
This study highlighted the importance of ascertaining students’ perceptions of their academic and
non academic experience of student life. It provided an overview of satisfaction levels with
different aspects of service delivered at Mumbai University. The study manages to identify those
areas that were of high priority and high performance and those areas that were of high priority but
low on performance.
Majority of the respondents are not very much satisfied with the online services provided by the
Mumbai University, as the majority of respondents find it very complicated to use it. The
respondents replied that the website has many sub divisions which makes it very complicated to be
used and reach at the desired information needed.
The courses available at the university are satisfactory adequate to fulfill the educational needs of
the majority of respondents. It is satisfactorily easy to register for the course the respondent’s desire
for their career. The respondents find the library efficient along with the classrooms, teaching
faculty, cooperation of the staff and faculty members satisfactory and adequate. The introduction of
the new CBSGS system had a good impact on the respondents as it gave them a chance to increase
their score and earn grades, majority of the respondents are satisfied with this new change.
Respondents find the faculty enthusiastic about teaching and the respondents replied that they are
not very satisfied with the correction of examination sheets done by the Mumbai University.
Overall 56.67% of the respondents were satisfied with the educational services provided by
Mumbai University whereas there were very few who were dissatisfied.

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BIBLIOGRAPHY
BOOKS:
1) Business Communication: For Mumbai University, by P. D. Chaturvedi and Mukesh
Chaturvedi.
ARTICLES:
1) http://articles.timesofindia.indiatimes.com/keyword/mumbai-university
2) http://www.jagranjosh.com/search/mumbai-university_article
3) http://post.jagran.com/search/mumbai-university
4)http://www.dnaindia.com/academy/1895345/report-mumbai-university-move-to-hit-over-6-lakh-
students
WEBSITES:
1) www.mu.ac.in
2) mum.digitaluniversity.ac
3) www.hindustantimes.com/Search/search.aspx?q=mumbai%20university
4) www.wizters.com/n/mumbai-university

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APPENDIX
QUESTIONNAIRE
A STUDY OF STUDENT’S SATISFACTION LEVEL FROM EDUCATIONAL SERVICES
PROVIDED BY MUMBAI UNIVERSITY
Name: ___________________________________________________________________
Gender: Male Female Age: ________________________
Qualification: ____________________________ College: _________________________
Question 1. Are you satisfied with the online services provided by Mumbai University?
 Highly satisfied
 Satisfied
 Moderately satisfied
 Dissatisfied _
Question 2. Are the course offered at the university satisfactory according to your needs?
 Highly satisfied __
 Satisfied
 Moderately satisfied
 Dissatisfied
Question 3. How easy it is to register for courses at this university?
 Highly satisfied
 Satisfied
 Moderately satisfied
 Dissatisfied __

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Question 4. How well do the classrooms at this university meet the learning needs of students?
 Highly satisfied
 Satisfied _
 Moderately satisfied __
 Dissatisfied __
Question 5. Based on your experience with the Mumbai University Services, please indicate
your level of satisfaction with Helpfulness of staff?
 Highly satisfied _
 Satisfied __
 Moderately satisfied
 Dissatisfied
Question 6. Do you find the staff and faculty members cooperative?
 Highly satisfied
 Satisfied
 Moderately satisfied
 Dissatisfied _
Question 7. How satisfying it is to obtain the resources you need from the university library
system?
 Highly satisfied __
 Satisfied __
 Moderately satisfied __
 Dissatisfied __

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Question 8. Based on your experience with the university’s Cashier's Office, please indicate
your level of satisfaction?
 Highly satisfied _
 Satisfied __
 Moderately satisfied __
 Dissatisfied __
Question 9. Are you satisfied by the correction of the examination answer sheet done by the
Mumbai University?
 Highly satisfied __
 Satisfied __
 Moderately satisfied __
 Dissatisfied __
Question 10. Are you satisfied with the introduction of the new CBSGS system in the central,
state and deemed learning in the country?
 Highly satisfied __
 Satisfied __
 Moderately satisfied ___
 Dissatisfied ___
Question 11. Is the faculty enthusiastic about teaching?
 Highly satisfied __
 Satisfied __
 Moderately satisfied ___

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 Dissatisfied __
Question 12. Do you think that Opportunities for practical work experiences adequate?
 Highly satisfied __
 Satisfied __
 Moderately satisfied __
 Dissatisfied __
Question 13. Do you find the Course materials interesting and creative?
 Highly satisfied __
 Satisfied __
 Moderately satisfied __
 Dissatisfied __
Question 14. Does the pattern of education system inspire you to go for higher education?
 Highly satisfied __
 Satisfied __
 Moderately satisfied __
 Dissatisfied ___
Question 15. Overall, are you satisfied with your experience at this university, neither
satisfied nor dissatisfied with it, or dissatisfied with it?
 Highly satisfied __
 Satisfied __
 Moderately satisfied ___
 Dissatisfied __