| dc.description.abstract | Many universities globally are migrating from manual to digital student information
management systems in pursuit of satisfying clients who will be able to access their academic
records anywhere without visiting the institution. The purpose of this study was to explore
customer satisfaction with the student records management system at Chalimbana University,
a public university located in Chongwe district. The study used a convergent parallel mixed
method design on a sample of 65 participants comprising 3 administrators, 10 lecturers, 50
fourth-year full-time students, and 2 technical staff at Chalimbana University. These were
randomly and purposively sampled. Instruments included face-to-face interviews and a 3-point
Likert scale questionnaire. Data was analyzed using Microsoft Excel for descriptive statistics
and thematic analysis for qualitative data. The findings reveal that the customers are moderately
satisfied with the student records management system. However, the university neither has a
policy to regulate the management of student's records nor a professional archivist to manage
the records. Although the university management has made efforts to sensitize the end users
about the system, more needs to be done to ensure the full participation of all the stakeholders.
Other challenges impeding effective student records management systems include; a lack of
adequate staff at the admissions office, inadequate storage equipment, inadequate capacity
building, lack of policy to guide records management, and inability of students to fully interact
with the system. The study recommends periodic staff training, restocking the unit, and
developing a policy to guide student records management at the University. | en_US |
