A Survey of Student Satisfaction of Institutional Processes at the National Open University of Nigeria



Student assessment, Satisfaction, Institutional Processes, Learners’ Support Services, Open and Distance Learning


This study investigated National Open University of Nigeria (NOUN) students’ perception of the University’s services. Specifically, it explored students’ level of satisfaction with the five core aspects of the services provided by the institution of learning: admission and registration, course materials, Information Communication Technology (ICT), Learner support, and Assessment and evaluation. The study adopted the cross-sectional descriptive survey research design implemented expost facto. A total of 2,471 learners which were selected through stratified random sampling method from 12 Study Centres in the National Open University of Nigeria participated in the study. Data were collected with the use of a self-developed 5-point scale of the Likert structure (r=0.82). Data were analysed using selected descriptive statistics. Results revealed students’ satisfaction with admission and registration processes, quality of course materials and assessment and evaluation processes but perceived the ICT infrastructure and Learners’ Support Services as highly satisfactory. Based on these findings, recommendations point to the effect that the few gaps identified in the study should be used to improve institutional processes and future strategic plans while every staff involved in the critical areas identified should pay greater attention to the issues towards a culture of quality assurance practices in NOUN.

Résumé : Cette étude a examiné la perception qu'ont les étudiants de la National Open University of Nigeria (NOUN) des services de cette université. Plus précisément, il a examiné le niveau de satisfaction des étudiants concernant cinq aspects fondamentaux des services fournis par l’institution d’apprentissage: admission et inscription, matériel pédagogique, technologies de l’information et de la communication (TIC), soutien aux apprenants et évaluation. L'étude a adopté le modèle de recherche descriptif transversal mis en œuvre expost facto. Un total de 2,471 apprenants qui ont été sélectionnés par la méthode d'échantillonnage aléatoire stratifiée dans 12 centres d'étude de la National Open University of Nigeria ont participé à l'étude. Les données ont été collectées à l'aide d'une échelle à 5 points auto-développée de la structure Likert (r = 0.82). Les données ont été analysées à l'aide de statistiques descriptives sélectionnées. Les résultats ont révélé la satisfaction des étudiants à l’égard des processus d’admission et d’inscription, de la qualité du matériel pédagogique et des processus d’évaluation, mais ils ont jugé l’infrastructure des TICs et les services d’appui aux apprenants très satisfaisants. Sur la base de ces résultats, des recommandations indiquent que les quelques lacunes identifiées dans l'étude devraient être utilisées pour améliorer les processus institutionnels et les futurs plans stratégiques, tandis que le personnel impliqué dans les domaines critiques identifiés devrait accorder une plus grande attention aux problèmes vers une culture des pratiques d'assurance qualité à NOUN.


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How to Cite

Ofulue, C. I., & Ogunleye, B. O. (2019). A Survey of Student Satisfaction of Institutional Processes at the National Open University of Nigeria. West African Journal of Open and Flexible Learning, 7(2), 69–92. Retrieved from https://wajofel.org/index.php/wajofel/article/view/36



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