Distance Learners' Assessment of the Quality and Satisfaction of the National Open University of Nigeria's Internet-based Service Delivery

Abstract

This study examined the quality of internet-based service delivery and satisfaction of distance learners of the National Open University of Nigeria (NOUN), Abuja through a descriptive survey method, using 875 distance learners which were selected through multi-stage sampling technique from three selected study centres of the University in Abuja, Nigeria. Two research questions were answered and four hypotheses were tested at 0.05 level of significant. Data were collected with the use of a modified 4-point Likert scale validated instrument titled “Quality and Satisfaction of Internet Service Delivery Questionnaire (QSISDQ; r=0.91). Data were analysed using descriptive statistics of t-test and ANOVA. Results revealed good quality and very high extent satisfaction of internet-based services offered based on study centre (F(2,874) = 0.08; p=0.92) and gender (t(1,873) = 2.96; p=0.77). Findings further revealed no significant difference in the extent of satisfaction derived in internet-based services based on study centre (F(2,874) = 0.14; p=0.87) and gender (t(1,873) = -1.24; p = 0.21). Based on the findings, recommendations point to the effect that University management should take the internet-based services offered to an enviable realm. Keywords: Internet-based services, quality, satisfaction, distance learners