Student Perceptions of Service Delivery at the Zimbabwe Open University: Masvingo Regional Campus

Chabaya Raphinos, Chrispen Chiome, Patrick Chadamoyo


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.


Service delivery

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