The gap between student perceptions and expectations of quality support services at the University of South Africa

ABSTRACT

Assessing service quality gaps in Open Distance Learning (ODL) universities is essential to promote quality and develop programmes to manage deficiencies. The purpose of this study was to compare students’ expectations and perceptions of student support services, to determine service quality gaps. Data were collected from a sample of ODL students using a modified SERVQUAL questionnaire consisting of four quality dimensions: Tangibles, Reliability, Delivery, and Assurance. Descriptive and inferential statistical analyses were used to analyze the data. The results showed that students’ expectations were higher than their perceptions in three service quality dimensions with the tangibles dimension having the largest gaps. Students’ expectations were not met in Tangibles, Reliability, and Delivery dimensions. Assurance was the only dimension rated highest for perceived service.