Identifying Learner Support Services Gaps In Distance Education: Case Study of A Federal Owned University In Nigeria

A distance education institution must have strategies for success in place, one of which should be the provision of effective learner support services. Compared to that of the traditional/face-to-face mode of teaching and learning, the learner support services needed for distance learning are more critical. The aim of the study was to identify the availability of the components of learner support services and gaps existing in any available system. The study also investigated the level of availability of different support services at the institution for distance learners. It further examined the challenges faced by the institution in the provision of support services. The case institution for this study is the Centre for Distance Learning, University of Benin, Benin City, Nigeria. The study applied qualitative and investigative methods to obtain knowledge by means of observation, interviews and study of official documents. A total of 43 stakeholders participated in the study. The population comprised of management staff, program coordinator, course adviser, E-tutors, technical and administrative staff and learners. The study identified the need for increased funding to upgrade the facilities and sustain the day-to-day operations of the institution. More training and engagements with the learners on how Open and Distance Learning (ODL) works and how to carry out the important tasks required of them on the learning application were also recommended. In order to reduce isolation created by the physical separation between learners and the Centre, there is a need for periodic face to face interaction between learners and the Centre.