Student support service excellence evaluation: Balancing the Iron Triangle of accessibility, cost-effectiveness and quality?

Asteria Nsamba; Angie Bopape; Bongi Lebeloane; Laetitia Lekay

doi:10.5944/openpraxis.13.1.1168

Student support service excellence evaluation: Balancing the Iron Triangle of accessibility, cost-effectiveness and quality?

Open Praxis

Volume 13 (2021): Issue 1

By: Asteria Nsamba , Angie Bopape, Bongi Lebeloane and Laetitia Lekay

Open Access

|Mar 2021

Figures & Tables

Power & Gould-Morven’s (2011) (*student push and staff pull alignment*)

Gould-Morven’s (2011) (student push and staff push-back non-alignment)

Table 1

Service Facility Monthly Use

	2017					2018					Total	Average per month	Capacity	% Average occupancy
	Jul	Aug	Sep	Oct	Nov	Jan	Feb	Mar	Apr	May
Lab	110	125	32	70	4		55	28		27	451	56	59	96%
Study	72	54	32	32			28	46	42	20	326	41	105	39%
Library	1	82		10		10	41	10	3	60	217	27	40	68%
Total	183	261	64	112	4	10	124	84	45	107

Table 2

Computer Labs Quality

	Excellent	Good	Average	Poor	Very poor	No Answer	Total
Level of knowledge from staff	324	112	9	2	2	2	451
Friendliness of staff member	315	121	8	2	2	3	451
The cleanliness of the area you were visiting	331	104	8	1	2	2	448
Total	970	337	25	5	6	7	1350
Average Total Percentage	72%	25%	2%	0%	0%	1%

Table 3

Library Quality

	Excellent	Good	Average	Poor	Very poor	No Answer	Total
Level of knowledge from staff	153	57	8	3	2	5	228
Friendliness of staff member	149	65	7	0	1	1	223
The cleanliness of the area you were visiting	158	61	5	0	0	1	225
Total	460	183	20	3	3	7	676
Average Total Percentages	68%	27%	3%	0.5%	0.5%	1%

Table 4

Study Space Quality

	Excellent	Good	Average	Poor	Very poor	No Answer	Total
Level of knowledge from staff	151	124	24	1	3	14	317
Friendliness of staff member	137	120	31	5	6	18	317
The cleanliness of the area you were visiting	156	103	34	5	7	12	317
Total	444	347	89	11	16	44	951
Average Total Percentages	47%	36%	9%	1%	2%	5%

References

Authors

Metrics

Articles in this issue

DOI: https://doi.org/10.5944/openpraxis.13.1.1168 | Journal eISSN: 2304-070X

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Language: English

Page range: 37 - 52

Submitted on: Sep 20, 2020

Accepted on: Feb 28, 2021

Published on: Mar 31, 2021

Published by: International Council for Open and Distance Education (ICDE)

In partnership with: Paradigm Publishing Services

Keywords:

Open Distance Learning (ODL),

© 2021 Asteria Nsamba, Angie Bopape, Bongi Lebeloane, Laetitia Lekay, published by International Council for Open and Distance Education (ICDE)
This work is licensed under the Creative Commons Attribution 4.0 License.

Volume 13 (2021): Issue 1

Student support service excellence evaluation: Balancing the Iron Triangle of accessibility, cost-effectiveness and quality?

Figures & Tables

Figure 1

Figure 2

Figure 3a

Figure 3b

Table 1

Table 2

Table 3

Table 4

Paradigm

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