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.

中文翻译：

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南非大学学生对优质支持服务的看法与期望之间的差距

摘要 评估开放式远程学习 (ODL) 大学的服务质量差距对于提高质量和制定管理缺陷的计划至关重要。本研究的目的是比较学生对学生支持服务的期望和看法，以确定服务质量差距。使用修改后的 SERVQUAL 问卷从 ODL 学生样本中收集数据，该问卷由四个质量维度组成：有形、可靠性、交付和保证。使用描述性和推理性统计分析来分析数据。结果表明，学生的期望在三个服务质量维度上均高于他们的感知，其中有形维度的差距最大。在有形、可靠性和交付方面没有满足学生的期望。