KISII UNIVERSITY

USING INFORMATION SYSTEMS TO IMPROVE ACADEMIC TRANSCRIPT

PROCESSING IN PUBLIC UNUVERSITIES IN KENYA: A CASE STUDY OF KISII
UNIVERSITY

PRESENTED BY:

NAME REG. NO

KIILU TITUS MUINDI IN15/20089/12

JOY PHYLIS KAMAU IN15/20094/12

FELLIX OLUOCH OWINO IN15/20113/12

A RESEARCH PROJECT SUBMITTED IN PARTIAL FULFILMENT OF THE

REQUIREMENTS FOR THE AWARD OF A BACHELORS DEGREE IN BUSINESS
INFORMATION MANAGEMENT.

AUGUST 2015
 DECLARATION
We, Titus, Joy and Felix declare that this project is our original work and is not a copy or part of
any previously done project paper. This project is the result of our sole efforts and has not been
submitted for a degree in any other university.

NAME REG NO. SIGN

KIILU TITUS MUINDI IN15/20089/12 ………………………………

JOY PHYLIS KAMAU IN15/20094/12 ………………………............

FELLIX OLUOCH OWINO IN15/20113/12 ……………………………....

APPROVAL

This research project has been done and submitted under my supervision as the candidates’
University supervisor.

Signed ………………………………Date…………………………

MRS. ODERO

Research Supervisor

Kisii University

ii
 DEDICATION
This Research is dedicated to our loving families and friends for their moral and financial
support who worked tirelessly to ensure that we have achieved our four-year course successfully.

May the Almighty God bless you all.

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 ACKNOWLEDGEMENT

We are grateful to appreciate all those who contributed tirelessly towards compilation of this
research project in one way or another. Special thanks goes to our supervisor Mrs. Odero whose
advice, instructions, guidelines and intellectual contributions at different levels made this report a
reality. Our sincere gratitude and appreciation also goes to our family members who supported
us during our academic endeavors.

We also extend our gratitude to all friends especially schoolmates for their Moral support and

financial support. Last but not least, we would like to thank our lecturer Madam Teresa for

teaching us Information system concepts and practices prior to this research proposal. Above all,

we give thanks to the almighty God for granting us strength, health and protection throughout the

period we carried out the study.

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 ABSTRACT
This study focused on improving academic transcript processing in Public Universities in Kenya.
The objectives were to determine the extent by which students, lecturers and information system
managers were exposed to information system resources, the causes of delays in transcript
processing and the benefit of information systems in transcript processing at Kisii University.
The research adopted a case study approach. The target population consisted of 10520 students
from 10 faculties and 300 staff from which a sample of 531 students from 10 operational
faculties and 6 information system managers from each faculty were distributed with
questionnaires. 432 of them completed the questionnaire. Data analysis was done using both
qualitative and quantitative methods and presented using tables and pie charts. The findings of
the study indicated that 45.83% of the students agreed that the main cause of delay in transcript
processing is lecturers with 29% agreeing on staff delay. The study also indicated that the
information systems managers are largely exposed to information system resources for transcript
processing whereas the students had little exposure to the information system resources. The
research recommended that Kisii University should adopt an online transcript processing system
so as enhance efficiency in transcript processing and increase the exposure of all the users to
information system resources.

v
 TABLE OF CONTENTS

DECLARATION.........................................................................................................................................ii
DEDICATION............................................................................................................................................iii
ACKNOWLEDGEMENT..........................................................................................................................iv
ABSTRACT................................................................................................................................................v
LIST OF FIGURES....................................................................................................................................ix
LIST OF TABLES.......................................................................................................................................x
CHAPTER ONE
1.0 INTRODUCTION.................................................................................................................................1
1.1 Background of the study......................................................................................................................1
1.2 Problem Statement...............................................................................................................................2
1.3 Objectives of the Study........................................................................................................................2
1.4 Research Questions..............................................................................................................................3
1.5 Importance of the Study.......................................................................................................................3
1.6 Limitation of the Study........................................................................................................................4
1.7 Scope of the Study...............................................................................................................................4
1.8 Operational Definition of Terms..........................................................................................................5
CHAPTER TWO
2.0 LITERATURE REVIEW......................................................................................................................6
2.1 The Concept of Information Systems..................................................................................................6
2.2 Role of information systems in student service delivery.....................................................................8
2.3 Empirical Literature.............................................................................................................................8
2.4 Gap.....................................................................................................................................................10
2.5 Conceptual framework.......................................................................................................................10
CHAPTER THREE
3.0 RESEARCH METHODOLOGY.........................................................................................................11
3.1 Research Design.................................................................................................................................11
3.3 Target Population...............................................................................................................................11
3.4 Sample Design and Sampling Procedure...........................................................................................11
3.5 Data Collection..................................................................................................................................12
CHAPTER FOUR
FINDINGS ANALYSIS, PRESENTATION AND INTERPRETATION.................................................13

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 4.1.............................................................................................................................................................13
4.1.0 Introduction.................................................................................................................................13
4.1.1 General Findings.........................................................................................................................13
4.1.2 Period taken for students to receive academic transcripts..........................................................14
4.1.3 The extent of exposure to information system resources............................................................15
4.1.3 Causes of delay in academic transcript processing at Kisii University......................................16
4.1.4 Benefits from the use of information systems in transcript processing......................................17
4.2 FOR THE INFORMATION SYSTEM MANAGEMENT..........................................................17
4.2.1. Assessment of the level of academic qualification....................................................................17
4.2.2 Assessment of employment period of information system staff.................................................18
4.2.4 Challenges faced by information system managers....................................................................20
4.2.5 Benefits of information systems in transcript processing...........................................................21
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATIONS............................................................22
5.1 Summary of Findings.........................................................................................................................22
5.1.1 Findings about the extent of exposure to Information Systems resources..................................22
5.1.2 Findings on causes of delay........................................................................................................22
5.1.3 Findings on benefits of Information systems in transcript processing.......................................22
5.2 Conclusion.........................................................................................................................................23
5.3 Recommendations..............................................................................................................................23
5.4 Areas for further research..................................................................................................................24
REFERENCE..........................................................................................................................................25
APPENDIX I............................................................................................................................................26
APPENDIX II..........................................................................................................................................29
QUESTIONAIRE FOR INFORMATION SYSTEM MANAGEMENT.............................................29

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 ABBREVIATIONS AND ACRONYMS

EMIS- Education management systems

MIS- Management Information Systems

DVC- Desktop Video Conferencing

ICT- Information Communication Technology

IS- Information Systems

viii
 LIST OF FIGURES
Figure 1: Components of an Information System........................................................................................6
Figure 2: Components of information systems............................................................................................7
Figure 4: categories of students to be studied.......................................................................................12
Figure 5: Category of students studied and their years of study................................................................13
Figure 6: period taken to receive academic transcripts..............................................................................14
Figure 6: showing causes of delay in transcript processing.......................................................................17
Figure 7: Assessment of academic qualifications......................................................................................18
Figure 8: employment period of information system staff.........................................................................19

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 LIST OF TABLES

Table 1: Period taken for students to receive academic transcripts............................................................14

Table 2: The extent of exposure to information system resources.............................................................15
Table 2: Showing the findings on causes of delay in transcript processing...............................................16
Table 3: Academic Qualification of information system staff...................................................................17
Table 4: The extent of exposure to information system resources.............................................................19
Table 5: response on facing challenges in transcript processing................................................................20

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 CHAPTER ONE

1.0 INTRODUCTION
1.1 Background of the study
Although universities create and acquire knowledge, they are seldom successful in applying that
knowledge to their own activities (Garvin, 1993). In fact, academic institutions typically lag
businesses by roughly a decade in the adoption of new technologies (US congress, 1998).
Transcript processing system is being adopted by many universities across the globe. In an
interview Dr. Anna Maria Wiseman, the dean of international programs at Wofford College, says
electronic transcript processing systems provides secure, efficient and timely way to receive
transcripts as soon as they are available (Wafford University press, 2007). As a result the
Watford college office has progressed in the effort to go paperless and students are quite satisfied
with receiving quicker feedback from their programs. Indiana University is another example of a
university which has adopted electronic transcript processing. Indiana University has adopted
transcript processing system through the secure website which is easy to use and timely. The
download gives immediate access and there are no longer delays while transcripts are in the mail
nor the expense of postal charges. The electronic transcript processing system applies the
technology whereby the lectures submit the marks electronically to the database and students ca
download the transcripts.

In Kenya electronic transcript processing has been effectively adopted by Kenyatta University.
The Kenyatta university official website includes a transcript support portal where one can order
a transcript. A debit/credit card is required to order a transcript. The request is usually processed
within 1 to 3 business days. One is notified by e-mail once the order is completed. At USIU
official transcript may be requested during working hours. The cost is sh. 500 for official
transcript.

Kisii University uses a computerized system for transcript processing. In order for one to acquire
a transcript at Kisii University whether they are a former or current students, they need to
physically make the request at the relevant department. The university makes use of the manual
system where by lecturers have to submit student marks to the department on paper which leads
to a series of problems including; duplication of data, missing marks, delay in issuing of

1
transcript. Traditional filling and record keeping is used and retrieval of student information is
tedious.

Based on the above the researchers found it necessary to carry out a research to carry out this
study aimed at determining how information systems can be applied in the processing of
academic transcripts in Kisii University.

1.2 Problem Statement

Public universities in Kenya have been undergoing transformation in response to increase in
number of students, decline in government funding and crumbling infrastructure. Reforms in
public universities cannot take place without paying attention to information systems and their
application in education management and student service delivery. In Kisii University there has
been a problem in using information systems to process academic transcripts. This could be
attributed to the increasing student population, inadequate ICT resources, few competent staff to
work with the information systems, late submission of marks by lectures and poor record
keeping. This creates the need for Kisii University to adopt the use information system in student
academic transcript processing.

Based on the above, it became necessary for the researchers to carry out this study aimed at
establishing the use of information systems in the improvement of academic transcript
processing in public universities in Kenya, with the focus on Kisii University.

1.3 Objectives of the Study

The purpose of the study was to establish the role of information system in improving academic
transcript processing at Kisii University. Specifically the study sought to:

1) Determine the extent to which students, lecturers and information system managers are
exposed to information system resources at Kisii University.
2) Determine the factors that cause delay in academic transcript processing at Kisii
University.
3) Evaluate the possible benefits of information system in processing of academic
transcripts at Kisii University.

2
1.4 Research Questions
In order to achieve the selected objectives, the study sought to answer the following questions:

1) To what extent are the students, lectures and information system managers at Kisii
University exposed to information system resources?
2) What are the main causes of delay in academic transcript processing at Kisii University?
3) What are the benefits of information systems in academic transcript processing at Kisii
University?

1.5 Importance of the Study

Should the recommendations of the study be adopted, the following entities stand to benefit:

i. Kisii University’s’ Administration.

The university administration will be enabled to fully incorporate information systems to

enhance efficiency and effectiveness in the institution in student service delivery particularly
transcript processing.

ii. The Information System managers at Kisii University.

The information system managers will benefit in their working environment by effective
utilization of information system resources through learning of potential skills and knowledge to
keep track of records for retrieval purposes

iii. The Students at Kisii University

The students will benefit by receiving their transcripts in time which will enable them to secure
interviews and vacancies in the competitive job market other universities in Kenya.

iv. Other Researchers.

The study will also contribute to knowledge in academic fields, research institutions, learning
institutions and individuals.

3
1.6 Limitation of the Study
i.) Tracing most of the information system managers from the faculty was tedious and
challenging due to their busy schedule. This challenge was reduced by booking
appointments during their free time.
ii.) The researchers faced the challenge of uncooperative students. This challenge was
reduced by convincing them that the information given would be of great importance for
the improvement of transcript processing in the university.
iii.)The research was costly given that the researchers had to pay for typing, printing and
photocopying all materials relevant to the research. This challenge was be reduced by the
researchers typing the work themselves to eliminate the cost of typing.
iv.) The researchers also faced a time constraint as the university is in session. This challenge
was be tackled by utilizing the free time to carry out the research.

1.7 Scope of the Study.

The study focused on the process of academic transcript processing at Kisii University. The
target population was students and information system managers from Kisii University. The
research was based on the University structure and process of transcript processing involving
submission of marks, preparation and issuing of academic transcripts

4
1.8 Operational Definition of Terms.
Information system-is composed of people and computers that processes or interprets information.
The term is also sometimes used in more restricted senses to refer to only the software used to run a
computerized database or to refer to only a computer system

Academic programmes- areas of study offered or undertaken in institutions of higher

learning.

Role- part played

Improve –to make better or enhance in value or quality

An Education Management Information System (EMIS) is a comprehensive system that

bring together people, process, and technology to provide timely, cost effective, and user
appropriate information to support educational management at whatever level is needed

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 CHAPTER TWO

2.0 LITERATURE REVIEW

2.1 The Concept of Information Systems
Whitten et al. (2001) defines Information Systems as “the arrangement of people, data,
processes, information presentation and Information Technology that interact to support and
improve day-to-day operations in a business as well as to support the problem-solving and
decision-making needs of management and users. The following are the main components of an
information system as shown in the diagram below:

People

Data

Networks
Information
systems

Hardware Procedures

Software

Figure 1: Components of an Information System

6
Explanations of the components of information system are offered by stair et al (2008) in the
following manner:

Components of Definitions
information
system
Data Input the system takes to produce information
Hardware A computer and its peripheral equipment: input, output
and storage devices; hardware also includes data
communication equipment
Software Sets of instructions that tell the computer how to take
data in, how to process it, how to display information,
and how to store data and information
Network Hardware and software that facilitates fast transmission
and reception of text, pictures, sound, and animation in
the form of electronic data
People Information systems professionals and users who
analyze organizational information needs, design and
construct information systems, write computer
programs, operate the hardware, and maintain software
Procedures Rules for achieving optimal and secure operations in
data processing; procedures include priorities in
dispensing software applications and security measures
Figure 2: Components of information systems

Three basic processes of information system are explained by Bagad (2010) as input,
process/transformation and output. In information system inputs are data that are going to be
transformed. The process component of an information system transforms input into an output.
Output is considered to be the final product of a system. In case of an information system, an
output would be obtaining necessary information in a desired format (Currie, 2009).

7
2.2 Role of information systems in student service delivery
Information systems have the potential to manage the process of room booking so that there is
coordinated utilization of space within the university, monitor, audit and report on students’
academic achievements, optimizing the use of information systems to engage with academic
staff, students, university community and external organizations where appropriate as well as
coordinating mass communication among students. Information systems play the following role
in student service delivery:

Transcript processing

Students during their studies need reports in form of academic transcripts that show the progress
in their studies. Information systems play this very important role of providing the reports on
student performance. The administration keep statistics of past students and their performance to
know the performance of the university as a whole.

Record keeping

Information systems help in keeping full and accurate records of students. Electronic document
and records management assist information system managers to effectively manage student
records and marks.

2.3 Empirical Literature

Leidner, & Jarvenpaa. (1995), in their study entitled, The use of information technology to
enhance management school education: A theoretical view, aimed at reviewing different models
of learning, surface the assumptions of electronic teaching technology and relate those
assumptions to the differing models of learning. The researcher found out that initial attempts to
bring information technology to management education follow a classic story of automating
rather than transforming. IT is primarily used to automate the information delivery function in
classrooms and in the absence of fundamental changes to teaching and learning process, such
classrooms may do little but speed up ineffective process and methods of teaching. The
researchers concluded that as the examination of the models of learning and of the impact of IT
on learning elucidates, there are varieties of opportunities for implementing IT in management
education. Technology can be used to facilitate the display of information, to in- crease access to
external explicit information, and to increase the sharing and construction of knowledge.

8
Alavi, et al. (1997), in their study entitled using information technology to add value to
management education aimed at describing the design and delivery of a graduate-level course in
management at two universities via advanced information technology, which is used to enable
collaborative learning, teaching with transcontinental student teams and multiple instructors and
integration of external expertise. In their research they demonstrate the viability of an innovation
in management education, using information technology (IT) to create value-added partner- ships
between universities to leverage students' learning experience with multiple sets of resources and
technology and a broad array of faculty skills and knowledge. They concluded that the value-
added management course delivery reported in the study enriched students' learning experience
and expedited faculty and institutional development. The most immediate impact observed was
on the class- room dynamics and the learning and teaching processes. Specific process changes
involved distance learning and collaborative teaching between the two instructors and outside
experts. Changes in the underlying learning- teaching and classroom-delivery processes led to
changes in faculty skill requirements as well as to a need for new staff skills

Wheeler& Valacich, (1995), in their study entitled using IT to reengineer business education:
An exploratory investigation of collaborative tele learning aimed at investigating the efficacy of
a new technology-desktop video conferencing (DVC) - in support of collaborative tele learning,
they found out that the three environments of collaborative tele learning are equally effective in
terms of student knowledge acquisition; however, higher critical thinking skills were found in the
DVC environment. The subjects in the three learning environment were equally satisfied with
their learning process and outcome. At the conclusion of their longitudinal assessment, they say that
the distant students using DVC are more committed and attracted to their groups compared to local
students who work face-to-face or through DVC.

9
2.4 Gap

Based on the literature reviewed, it becomes evident that prior studies on the use of information
systems to improve transcript processing are scanty. While there have been a number of valuable
studies on the use of information systems in enhancing the learning process in public
universities, in Kenya none of these provide a study to the use of information systems in
enhancing academic transcript processing. It is because of this research gap that the researchers
found it necessary to carry out this study aimed at using information systems to enhance
academic transcript processing in public universities in Kenya.

2.5 Conceptual framework

In this conceptual framework information systems components i.e. Data, hardware, software,
networks, people and procedures were treated as the independent variable; Improved transcript
processing was the dependent variable and university academic programs, policies and skilled
lecturers were the intervening variable as shown diagrammatically below:

INDEPENDENT VARIABLE DEPENDENT VARIABLES

Information system
components: Improved Transcript processing.
(Record keeping, Information
 Data retrieval)
 Hardware
 Software
 Networks
 People
 Procedures
INTERVENING VARIABLES

I  policies
 University academic programs
 Skilled lectures

Figure 3: conceptual framework

Source: Researchers own Conceptualization

10
 CHAPTER THREE

3.0 RESEARCH METHODOLOGY

3.1 Research Design
This was an exploratory study aimed at improving academic transcript processing in public
Universities in Kenya-Kisii University. A case study design was used to carry out an in-depth
investigation. A case study involves inquiring and investigating a contemporary phenomenon
within its real life context. The case study design was appropriate as it exemplified the
phenomena after study. It also took less time, resources in terms of money as the researcher
concentrated only on a single unit which was Kisii University.

3.2 Description of Research Unit

Kisii University is one of the recently upgraded public Universities in Kenya which is found in
the larger Kisii County, Nyanza province. The University is situated 2km from Kisii town along
Kisii-Kilgoris road. It was initially a university college of Egerton University then upgraded to a
university 2013. Since being chartered as a university, the university has continued to expand.

Currently the campus has over four campuses located in Nyamira, Eldoret, keroka and Nairobi. It
has over 16 undergraduate and 3 master’s degree programmes, 10 diplomas, post-graduate
diploma in education and several certificate courses. The university has 10 functional faculties
namely; law, pure and applied sciences, health sciences, business and economics, education, arts
and social sciences, information science and technology, agriculture and natural resource
management and institute of gender and development studies.

3.3 Target Population

The target population consisted of 10520 students from 10 operational faculties, 300 staff.

3.4 Sample Design and Sampling Procedure

The sample consisted of 531 students drawn from 8 faculties, 5 information system managers
and. Proportionate random sampling was used with an ideal size of 5% of the total number of
students in each faculty. Purposive sampling was used to select information system managers
from each faculty.

11
 Faculty total Sample
School of business and economics 4512 229
Faculty of pure and applied sciences 367 19
Faculty of health sciences 569 29
School of law 280 14
Faculty of education 2567 129
Faculty of information science and 1352 68
technology
Faculty of agriculture and natural resource 640 32
management
Faculty of arts and social sciences 233 11

Total 10520 531

Figure 4: categories of students to be studied.

3.5 Data Collection

Both primary and secondary data was collected. Primary data was collected using open and
closed questionnaire and observation, while secondary data was collected using desk review.

3.6 Data Analysis

Quantitative data was analyzed using descriptive statistics which describes the basic features of
the data in the study in the tendency of frequency and percentage then replicate the same data in
tabular and graphical manner in form of pie charts and bar graphs. This method provided simple
summaries about the sample and the measures. The use of graphic analysis and the quantitative
method formed the basis of virtually every analysis of the data.

Qualitative data was analyzed by applying inferential statistics to investigate open- ended
responses from the key respondent in the questionnaire. The study used qualitative method to
realize the relationship from the data that was collected and strengthen the analysis that emerged
from quantitative data.

12
 CHAPTER FOUR

FINDINGS ANALYSIS, PRESENTATION AND INTERPRETATION

4.1 For the students

4.1.0 Introduction
The study aimed to investigate the use of information systems in improving transcript processing
in Public Universities in Kenya. From the 531 students sampled, 432 answered the questionnaire,
i.e. about 81.36% response, which was fairly representative. The completed questionnaires were
collected and data extracted from the questionnaires was presented by use of tables and charts.

4.1.1 General Findings

Faculty Number of students/Year of study

Year1 Year 2 Year 3 Year 4 Total

School of business and 12 32 80 90 214

economics

Faculty of pure and applied 4 1 3 6 14

sciences

Faculty of health sciences 3 9 2 10 24

School of law 1 1 1 6 9

Faculty of education 6 22 43 53 126

Faculty of information science 6 5 3 10 24

and technology

Faculty of agriculture and 2 1 3 7 13

natural resource management

Faculty of arts and social 1 1 2 4 8

sciences

Total 32 72 137 188 432

Source; Field data

Figure 5: Category of students studied and their years of study

13
4.1.2 Period taken for students to receive academic transcripts

Table 1: Period taken for students to receive academic transcripts

Period taken to Number of students percent Cumulative

receive academic percent
transcript
One week 0 0 0

One Month 0 0 0

Three Months 112 25.93 25.93

( One semester)
Twelve Months 320 74.07 100
(One year)

Source; Field data

a pie chart showing the students' response on the period

taken to receive academic transcripts

0.2593

0.7407

one week one Month Three Months Twelve Months

14
Figure 6: period taken to receive academic transcripts
From Table 1 it can be noted that 25.93% of the students receive their academic transcripts after
three months i.e. one semester after sitting for their examinations. The remaining 74.07% receive
their academic transcripts after a period of one year. This is expected as there are delays in the
processing of academic transcript at Kisii University.

4.1.3 The extent of exposure to information system resources

Table 2: The extent of exposure to information system resources
Extent of exposure Frequency Percentage (%)

Small extent 201 46.53

Medium extent 144 33.33

Large extent 87 20.14

Total 432 100

Source: Primary data

Table 2 shows the extent to which students are exposed to information system resources.

46.53% of the students had little exposure to information system resources on transcript
processing with 33.33% having medium exposure and the remaining 20.14% being largely
exposed to information system resources. This shows that a large population of the students are
not exposed to information system resources for transcript processing. This is because the
students only interact the system when receiving their transcripts. The students cannot see the
progress of their transcript online or download the transcripts. This rate of exposure was also
explained by the fear of management that students can download their transcripts without having
cleared their fees.

15
4.1.3 Causes of delay in academic transcript processing at Kisii University
Table 2: Showing the findings on causes of delay in transcript processing
Response Frequency Percentage
system delay 108 25
Lecturers’ delay 198 45.83
Staff delay 126 29.17
Total 432 100

Source: Primary data

Table 2 above shows the students view on the causes of delay in transcript processing at Kisii
University. 25% of the students agreed that the cause of delay in transcript processing is the
information system used with 45.83% of the students agreeing on lecturers’ delay and the
remaining 29.17% on staff delays.

It can thus be seen that the main cause of delay in the processing of academic transcripts is
lecturers. This is because of late submission of marks and withholding of student marks. The
delays caused by the staff include poor record keeping and failure to follow the schedule for

16
transcript processing.

A graph on the causes of delay in transcript processing at

Kisii University

50
45
40
35
30
25
20
15
10
5
0
system delays lecturers' delays staff delays

Figure 6: showing causes of delay in transcript processing.

4.1.4 Benefits from the use of information systems in transcript processing.

According to the students the use of transcript processing system will have the following benefits
to them:

1. Acquisition of transcripts at the right time.

2. Faster processing of transcripts.
3. Availability and accuracy of marks for retrieval.

Most of the students indicated that the main benefit they will get from the use of information
systems in transcript processing will be acquiring their transcripts at the right time for securing
interviews.

4.2 FOR THE INFORMATION SYSTEM MANAGEMENT

4.2.1. Assessment of the level of academic qualification
The study aimed to investigate the extent of involvement of the system management in transcript
processing. From the 6 information system staff sampled, 6 answered and returned the

17
questionnaire. This was 100% response. The completed questionnaires were collected and data
extracted from the questionnaire was analyzed by use of tables and pie charts.

Table 3: Academic Qualification of information system staff

Level of education Frequency Percentage
Certificate 0 0
Diploma 1 16.67
Degree 4 66.66
Masters 1 16.67

Source: Field data

Academic Qualifications of information

system staff

Figure
7:
Diploma
Degree
masters

Assessment of academic qualifications

From table 3 above it could be observed that there was a skill gap among the information system
staff of Kisii University. We can observe that 16.67% had diploma as their highest level of
education while 66.66% had a bachelor’s degree and the remaining 16.67% had master’s degree.

18
From figure 7 it could be observed while there was a skill gap all the information system
management staff are well qualified and equipped with necessary skills to work in the transcript
processing department.

4.2.2 Assessment of employment period of information system staff.

This study aimed to investigate the period that the staff have been working in the transcript
processing department.

Period of employment

Less than 5 years More than 5 years

Source: Field data

19
Figure 8: employment period of information system staff.
From figure 8, it was noted that many of the employees have worked in transcript processing for
more than 5 years. This implies that there has been low employee turnover which is usually
associated with high productivity.

4.2.3 Extent of exposure to information system resources

Table 4: The extent of exposure to information system resources

Extent of exposure Frequency Percentage (%)

Small extent 0 0

Medium extent 1 16.67

Large extent 5 83.33

Total 6 100

Source: Field data

From Table 4 above it can be noted that majority of the information system managers
represented by 83.33% are largely exposed to information system while the remaining 16.67%
have medium exposure. This can be explained by their continuous interaction with the transcript
processing system when entering and updating student marks.

4.2.4 Challenges faced by information system managers

Table 5: response on facing challenges in transcript processing
Response Frequency Percentage (%)

YES 6 100
NO 0 0

Source: Field data

From table 5 above it is clear all of the information system managers agreed that they face
challenges in transcript processing. They indicated that the major challenge they face during
academic transcript processing is the late submission of marks by lecturers. The University’s
policy is that lecturers should submit student marks after one month, many of the lecturers

20
submit the marks after three months and others one year. This leads to delay in transcript
processing.

The other challenges listed by the information system managers are:

i. The increasing number of students

ii. Lack of clear procedures in submission of marks
iii. Poor record keeping policies and system

The respondents recommended the following solutions for the challenges:

i. Workshop and seminars to remind the lectures of the importance of timely submission of
marks.
ii. The management to make prompt payment to lecturers.
iii. Implementation of an online transcript processing system to cope up with the increasing
number of students.

4.2.5 Benefits of information systems in transcript processing

The respondents listed the following benefits from the use of information systems:
i. Reduction of data redundancy- the respondents indicated that there are usually many
duplicates of student marks thus Information Systems would reduce duplication of
data
ii. Faster transcript processing allowing students to receive transcripts at the right time
iii. Cost reduction by having the centralized information system.

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 CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 Summary of Findings

The study was aimed at using information systems to improve transcript processing in Public
universities in Kenya and it was conducted at Kisii University. Specifically the study sought to
determine the causes of delay in transcript processing, determine the extent of exposure to
information systems resources by students and information system managers and determine the
benefits of using information systems in transcript processing. The study was in a position to
establish that the main cause of delay in transcript processing at Kisii University was late
submission of marks. Based on the research findings the respondents felt that Kisii University
should adopt an online transcript processing system to curb the delays in transcript processing.

5.1.1 Findings about the extent of exposure to Information Systems resources

The study found out that the students at Kisii University had small exposure to information
systems resources for transcript processing while the information system managers were largely
exposed to information system resources. Due to these Kisii university needs to adopt an
information system whose resources can be accessed by all the users involved in transcript
processing.

5.1.2 Findings on causes of delay

It was discovered that the main cause of delay in transcript processing at Kisii University is late
submission of marks by the lecturers. Other causes of delay were identified, these include
increasing number of students the current system could not handle sufficiently and poor record
keeping that lead to loss and misplacement of student marks.

5.1.3 Findings on benefits of Information systems in transcript processing

The study found out that the use of information systems in transcript processing has the
following benefits on both the student and University’s’ administration:

22
 i. Reduction of data redundancy- the respondents indicated that there are usually many
duplicates of student marks thus Information Systems would reduce duplication of data
ii. Faster transcript processing allowing students to receive transcripts at the right time
iii. Cost reduction by having the centralized information system.

5.2 Conclusion
From the study findings the following conclusions were derived that Kisii University has not
fully implemented information system in academic transcript processing and there a lot of delays
in the process. The University is very strict in reference to changes because of the management
structure.

5.3 Recommendations
After the research on using Information Systems to improve academic transcript processing at
Kisii University, based on the findings and conclusions we came up with the following
recommendations.

1. Adoption of online transcript processing system.

The research recommended that the University should fully adopt an online transcript processing
system to enable lecturers enter the student marks in time in the system from anywhere as well as
allow students to download their transcripts at any time once they are prepared.

2. Organize workshops

The research also recommended that university should organize workshops for lecturers to
remind them of the importance of timely submission of marks.

3. Prompt payment of salaries

The research also recommended that the management should ensure prompt payment of salaries
to lecturers so as to avoid withholding of marks due to lack of payment.

4. Using information systems in record keeping

The research recommended that the university should fully use information systems in record
keeping and eliminate the use of manual record keeping.

23
5.4 Areas for further research
The research suggests that further research should be conducted in the following areas:

1) Factors hindering the use of information systems in learning institutions.

Many learning intuitions have had many challenges in implementing information systems in their
day-to-day operations. Therefore, research should be carried out to determine the factors
hindering the use and success of information systems in learning institutions.

2) Procurement process of ICT resources

Institutions and organizations have bureaucratic procedures when it comes to procurement of

various ICT resources. Therefore, research should be carried out to evaluate if these bureaucratic
procedures do take place in the acquisition if ICT facilities.

24
 REFERENCE
Obrien, J.A(2002). Management Information systems: Managing information technology in the
E-Business enterprises. 5th Ed.Tata Mc Graw-hill, New Delhi.

Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the
information services function. Decision sciences, 25(5‐6), 737-766.

Culnan, M. J. (1985). The dimensions of perceived accessibility to information: Implications for

the delivery of information systems and services. Journal of the American society for
information science, 36(5), 302-308.

Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information
systems effectiveness. MIS quarterly, 173-187.

Alavi, M., Yoo, Y., & Vogel, D. R. (1997). Using information technology to add value to
management education. Academy of management Journal, 40(6), 1310-1333.
Leidner, D. E., & Jarvenpaa, S. L. (1995). The use of information technology to enhance
management school education: A theoretical view. MIS quarterly, 265-291.
Alavi, M., Yoo, Y., & Vogel, D. R. (1997). Using information technology to add value to management
education. Academy of management Journal, 40(6), 1310-1333.

Alavi, M., Wheeler, B. C., & Valacich, J. S. (1995). Using IT to reengineer business education:
An exploratory investigation of collaborative telelearning. MIS quarterly, 293-312.

25
 APPENDIX I
QUESTIONNAIRE FOR STUDENTS

RESEARCHERS’ DETAILS

NAMES: CONTACTS:

TITUS MUINDI 0703496359

FELIX OWINO 0719258195

JOY PHYLIS KAMAU 0723267125

We are Bachelor of Business Information Management students at Kisii University carrying out
a research on “using information systems to improve academic transcript processing in public
universities in Kenya: a case study of Kisii University”

This questionnaire is intended to elicit information that will facilitate the study and its objectives.
You are humbly requested to answer the questions outlined below as truthfully as you can.
Please be assured of the information submitted will be treated in strict confidence as it is
intended for research purpose only. Your cooperation and contribution will be highly
appreciated.

INSTRUCTIONS

Please tick against your answers and where necessary write the answer in full.

SECTION A: Personal Information

1. Gender
Male Female

26
2. Age
18 to less 30 years 30 to less 50 years

50 and above

3. Programme of study
………………………………………………………………………………..
4. Year of study
Year 1 Year 3

Year 2 Year 4

5. Please put a tick on the box along the faculty you belong to.

Faculty Tick
School of business and economics
Faculty of pure and applied sciences
Faculty of health sciences
School of law
Faculty of education
Faculty of information science and technology
Faculty of agriculture and natural resource
management
Faculty of arts and social sciences

SECTION B

1.How long do you wait to receive your academic transcript?

a) One Week

27
 b) One Month

c) One Semester

d) One Year

2.Rate the extent to which you are exposed to information system resources

Small Extent Medium Extent Large Extent

3. In your opinion what are the causes of delay in processing the

transcripts…………………………………………………………………………..
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………
4. How do you benefit from the use of information systems in transcript processing?
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………

28
 APPENDIX II

QUESTIONAIRE FOR INFORMATION SYSTEM MANAGEMENT

RESEARCHERS’ DETAILS

NAMES: CONTACTS:

TITUS MUINDI 0703496359

FELIX OWINO 0719258195

JOY PHYLIS KAMAU 0723267125

We are Bachelor of Business Information Management students at Kisii University carrying out
a research on “using information systems to improve academic transcript processing in public
universities in Kenya: a case study of Kisii University”

This questionnaire is intended to elicit information that will facilitate the study and its objectives.
You are humbly requested to answer the questions outlined below as truthfully as you can.
Please be assured of the information submitted will be treated in strict confidence as it is
intended for research purpose only. Your cooperation and contribution will be highly
appreciated.

INSTRUCTIONS

Please tick against your answers and where necessary write the answer in full.

SECTION A: personal information

1. Gender
Male Female

2. Length of service in current position

29
 Less than 5 years More than 5 years

3. Highest level of education

Certificate Diploma Degree Masters

Others (Specify)………………………………………………………………………

4. Age
I8 to less 30 years 30 to less 50 years

50 and above

SECTION B

1. Are you aware of the information systems used currently to deliver students services in the
university?

Yes No

2. Period taken by lecturers to submit marks

a.) One Week

b.) One Month

c.) One Semester

30
 d.) One Year

3. Period taken to process an academic transcript after the submission of marks

i.) One Week

ii.) One Month

iii.) One Semester

iv.) One Year

4. Rate the extent to which you are exposed to information system resources

Small extent Medium extent large extent

5. Do you face any challenges while processing student transcripts?

Yes No

6. If yes mention the challenge(s)

………………………………………………………………………………………………
………………………………………………………………………………………………
………………………………………………………………………………………………

31
 ………………………………………………………………………………………………
…………………

7. In your own opinion how can the challenge be dealt with?

………………………………………………………………………………………………………
………………………………………………………………………………………………………
………………………………………………………………………………………………………
………………………………………………………………………………………………………
……………………………………………………

8. What are the main causes of delay in transcript processing?

............................................................................................................................................................
............................................................................................................................................................
............................................................................................................................................................
...................................................................................................................................

9. How does the university benefit from the use of information systems in transcript
processing?
………………………………………………………………………………………………
………………………………………………………………………………………………
………………………………………………………………………………………………
………………………………………………………………………………………………
………………………………………………………

32
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