Enhancing Learner Support at the National Open University of Nigeria: A Critical Analysis of E-Ticketing Implementation
Keywords:
E-Ticketing Implementation, Learner Support, Students’ Complaints and Issues, National Open University of NigeriaAbstract
This study examined the enhancement of learner support at the National Open University of Nigeria (NOUN) through the implementation of an e-ticketing system. The primary objective was to evaluate the effectiveness of the e-ticket platform in improving learner support services for NOUN students. Guided by five hypotheses, the study adopted a survey research design. Data were collected from 634 students and 7 staff members via an online questionnaire and information from the NOUN Information and Call Centre (NICC) and analysed using simple percentages. Findings revealed that the e-ticketing system significantly reduced the time required to resolve student complaints and improved overall satisfaction with support services. Additionally, the system led to a reduction in the number of unresolved issues, and a notable improvement in the efficiency and effectiveness of addressing student concerns, compared to traditional in-person visits to study centres. The system was also found to be accessible and user-friendly for students. Based on these findings, the study recommends that NOUN management invest in robust server infrastructure and regular system maintenance. This would help minimise website downtime and loading delays, thereby further enhancing the timely resolution of student complaints and improving the overall effectiveness of the e-ticketing system.
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