Authors:

Abstract

The Bachelor of Arts in Social Sciences is one of the undergraduate degrees offered by the Faculty of Humanities and Social Sciences of the Open University. This study evaluates how student profiles impinge on student expectations and their perceptions pertaining to quality of services offered by the faculty. The study is based on the premise that distance students are mature adults who self finance their educational pursuits and whose expectations in relation to service quality are different from those of conventional university students. The study reveals that profiles of adult students significantly impact on their expectations and that in the case of the BA in Social Sciences, the faculty has been successful in exceeding student expectations with respect to quite a number of priority areas of services. Based on the findings of the study a few recommendations are presented for implementation.

doi: 10.4038/ouslj.v3i0.379

OUSL Journal (2001) Vol.3, (pp.30-56)

Keywords: service quality