AN ANALYSIS OF THE PERCEPTIONS AND EXPECTATIONS OF STUDENTS
TOWARDS THE QUALITY OF SERVICE DELIVERY IN OPEN AND
DISTANCE LEARNING: A CASE OF THE ZIMBABWE OPEN UNIVERSITY

AN ANALYSIS OF THE PERCEPTIONS AND EXPECTATIONS OF STUDENTS
TOWARDS THE QUALITY OF SERVICE DELIVERY IN OPEN AND
DISTANCE LEARNING: A CASE OF THE ZIMBABWE OPEN UNIVERSITY

DANIEL NDUDZO

The study sought to analyse the expectations and perceptions of students towards the
quality of service delivered through Open and Distance Learning (ODL). The study
focused on learners at the Zimbabwe Open University (ZOU). The Zimbabwe Open
University has, since 2008, been facing several challenges which, if not properly
addressed, threatened the acceptability of qualifications acquired through Open and
Distance Learning and consequently the survival of the University. This study sought to
assess the expectations and perceptions of the students towards the quality of service
delivered through Open and Distance Learning. This study employed the case study
research design which falls within the qualitative research methodology. The sample of
330 students was selected through cluster sampling of the ten Regional Centres of the
Zimbabwe Open University. The respondents were selected through convenience
sampling. Data generation was done through a questionnaire survey, focus group
discussions and observation

ZIMBABWE OPEN UNIVERSITY

2014