SERVICE DELIVERY IN OPEN AND DISTANCE LEARNING (ODL): QUALITY OF SERVICE OFFERED TO STUDENTS IN ZIMBABWE OPEN UNIVERSITY REGIONAL CENTRES

SERVICE DELIVERY IN OPEN AND DISTANCE LEARNING (ODL): QUALITY OF SERVICE OFFERED TO STUDENTS IN ZIMBABWE OPEN UNIVERSITY REGIONAL CENTRES

ZIKHALI JOYCE

MUKEREDZI TABITHA GRACE

WEDA ZENZELE LUNGILE

NYAMAYARO BETTY

This descriptive survey was conducted to establish the quality of service offered by the ZOU staff at the regional centres. A total of 325 respondents drawn from the ten regional centres of the Zimbabwe Open University (ZOU), responded to questionnaires, which had both closed and open-ended items. The study established that staff at the regional centres was generally providing appropriate quality service to the students even though they were working under difficult conditions most of the time. Front desk staff was seen as marketing ZOU very well through quality service, whilst the academic staff was considered humble, accommodating and diligent. However, poor service was noted in registration, assignment marking and communicating with students. The attitude of some ancillary and library staff was also identified as an area of improvement. This service audit was seen as a way of contributing towards the improvement of service in the ZOU and in other ODL institutions.

ZIMBABWE INTERNATIONAL JOURNAL OF OPEN & DISTANCE LEARNING

2011

PDF