STUDENT PERCEPTIONS OF SERVICE DELIVERY AT THE ZIMBABWE OPEN
UNIVERSITY: MASVINGO REGIONAL CAMPUS

STUDENT PERCEPTIONS OF SERVICE DELIVERY AT THE ZIMBABWE OPEN
UNIVERSITY: MASVINGO REGIONAL CAMPUS

R.A. CHABAYA

P. CHADAMOYO

C. CHIOME

This study investigated students’ perceptions on service delivery at the Zimbabwe Open
University Masvingo Regional Campus. The study employed the qualitative descriptive
survey design. It generated qualitative data using a questionnaire with open and closed items.
A sample of 92 students was selected from a population of 1500 returning students using the
stratified random sampling technique. Data was presented in simple frequency tables and
analysed thematically. The study found out that students were satisfied with the examination
management, fees payment structure, module distribution, enquiries, student tutor relationship
and academic advisement. They expressed dissatisfaction with registration process,
tutorials, library services, assignment management, overcrowded offices and communication. The
study recommended that urgent steps must be taken by the university to expedite the registration
process, provide on line services, expand library, train staff in customer care and mobilise resources
that adequately support the growing student population. Further research can be done in customer
care and assignment management

Zimbabwe International Journal of Open & Distance Learning

2011