SURVEY ON STUDENTS' PERCEPTION ON UNIVERSITY LEADERSHIP RESPONSIVENESS TO ADDRESSING THEIR CONCERNS

Abstract Students' experience in institutions of higher learning can be a factor of make or break for the institution. Good students' experience is a great marketer of the institution through referrals of word of mouth by alumni and bad experiences can be great de-marketer. It is important that the universities strive to deliberately improve on students' experience. Research indicates that great students' experience in universities promotes peaceful co-existence, enhances academic performance and minimize disruption to teaching and learning. Enhanced students experience is directly proportional to good handling of students' complaints as they may come up from time to time. The study was guided by the following objectives: What are the major students concerns in the universities in Kenya? Is the University leadership aware of the students concerns? How does the University leadership address the major students concerns? A survey was conducted, data was randomly collected using digital google forms questionnaires. A total of 167 respondents participated in the study. Descriptive statistics was used to analyze data. Quantitative data was analyzed directly using the google forms application as responses were received. Qualitative data was analyzed by creating themes and developing a narration. Results show that the major students concerns are: Stressful/traumatic experiences, academic issues and social issues. The findings also reveal that the university leadership is aware of the concern however there are serious lapses in addressing students' concerns. The lapses are systemic, policy related, legislative, leadership, governance resulting to unsatisfying or no responses. The study recommends that there is need for timely feedback by University leadership on the key students concerns. Further there is need for a structured platform of feedback that is interactive and friendly. These include but not limited to dialogue; constant monitoring of student needs in order to improve the general students' experience in universities.