Exploring the Satisfaction Level of Students of Allama Iqbal Open University Belonging to Remote Areas of Pakistan: An Analytical Study of Azad Jammu Kashmir

Abstract

This study had the objectives about exploring the perceptions and experiences of undergraduate students for their support services mechanism of Allama Iqbal Open University. The cross-sectional survey was used in this study to assess undergraduate students' perceptions regarding satisfaction level with assistance services from matric to bachelor level students.  Data collection was made from the students with the help of questionnaire. The study consisted of undergraduate students of Matric to Bachelor Level Programs Rawalakot (AJK) of the university. The sample consisted of 774 (12%) from the total enrollment of 6450 undergraduates through convenient sampling. The respondents have positive perceptions of all the indicators. The students encountered challenges and dissatisfaction for no response of call and email on time from the university, internet/ network problem, books delivered late and timing of paper was not convenient, infrastructure was poor in exams centers, far examination centers, process of changing of examination center and insufficient channels of communication for academic assistance.  There are significant gaps in existing services for students’ satisfaction, emphasizing the need for organized and responsive assistance systems that align with the needs of students.

Key words: Allama Iqbal Open University (AIOU), Student Support Services (SSS), Students Perceptions & Experiences