This study focuses on student support service quality with particular reference to an Open Distance Learning (ODL) environment. Taking student support services as anchors in mainstreaming ODL, the aims of the study are to develop an instrument that can accurately measure student support service quality in an Ethiopian ODL environment. Simultaneously, it is to investigate an alleged gap between students’ expectations and experiences of service quality in the Ethiopia-UNISA context. In doing so, an attempt is made to determine the students’ level of satisfaction with the student support services provided. The study relies on quantitative methods and a design-based research strategy, which involves iterative and step-by-step processes of investigation. The theoretical framework employed in this study is Gaps Model by Parasuraman, Ziethaml and Berry (1985). Using an instrument of which the possible level of external and internal validity has been ensured, data are collected and quantitatively analysed using a standard Statistical Package for the Social Sciences (SPSS). The data suggest that there are five dimensions that play a cardinal role in the measurement of student support service quality in an ODL context, namely supervision support, infrastructure, administrative support, academic facilitation and corporate image. In the Ethiopian context, there appears to be a discrepancy between students’ expectations and their experiences of the quality of student support services. More than often their expectations exceed their actual experiences of quality service provision. Students’ satisfaction levels are negatively affected by the quality of four of the support services provided by UNISA as measured through expectations and experiences. In contrast, the students’ responses show that they are highly satisfied with the corporate image UNISA holds both in Ethiopia and internationally. From among the five dimensions, however, corporate image and supervision support stand out to be the most important dimensions in contributing to the students’ satisfaction and dissatisfaction, respectively. As a recommendation, this study highlights that these two dimensions must be focal areas by UNISA as more effort must be exerted to build the image of UNISA in Ethiopia and to improve the supervision support provided to students. / Educational Leadership and Management / D. Ed. (Education Management)

Dans les pays du Nord, les étudiants disposent d’une multitude de sources numériques et imprimées ainsi que de nombreux outils de recherche pour réaliser leurs travaux universitaires. La réalité est encore toute autre dans les universités africaines, particulièrement au Burkina Faso où l’accès des étudiants à ces ressources est limité. Cette étude, première du genre en Afrique de l’Ouest francophone, veut contribuer à une meilleure compréhension du comportement dans la recherche d’information des étudiants au doctorat en médecine de l’Université Joseph Ki-Zerbo de Ouagadougou (Burkina Faso). Les objectifs sont les suivants : 1) identifier les sources et outils de recherche d’information utilisés par ces étudiants dans leur processus de recherche d’information et les critères qui président ces choix ; 2) identifier les personnes (professeurs, collègues étudiants, bibliothécaires, etc.) qui soutiennent ces étudiants dans leur processus de recherche d’information et comprendre quelle(s) forme(s) de soutien elles apportent ; 3) identifier les barrières auxquelles ces étudiants sont confrontés lors de leur processus de recherche d’information et décrire les moyens utilisés pour les surmonter. L’étude s’appuie sur le modèle de processus de recherche d’information (Information Search Process) de Kuhlthau (1991, 2004), enrichi au moyen des variables intervenantes du modèle de comportement informationnel de Wilson (1996). Un devis de recherche mixte est adopté. Il est composé de deux volets : 1) un volet quantitatif qui consiste en un questionnaire administré aux étudiants de l’Unité de formation et de recherche en sciences de la santé et auquel 269 étudiants ont répondu et 2) un volet qualitatif, qui consiste en des entrevues semi-dirigées réalisées auprès de 25 étudiants ayant participé au premier volet. L’analyse des données a révélé que ces étudiants en médecine utilisent plusieurs types d’outils dans leur processus de recherche d’information tout en ayant un penchant pour les moteurs de recherche Web et les bases de données en accès libre. Ces choix sont influencés par des facteurs tels que la facilité d’utilisation et l’accessibilité des outils, de même que les sources d’information auxquelles ils ont accès. Pour ce qui est du support, les sources numériques sont plus utilisées que les imprimées pour des raisons d’accessibilité, de portabilité et de facilité d’utilisation. L’analyse des données montre également que plusieurs personnes apportent leur aide aux étudiants au doctorat en médecine pendant leur processus de recherche d’information. Parmi ces personnes, on iv compte le corps professoral, les collègues étudiants, les membres de la parenté et, dans une moindre mesure, les bibliothécaires. De plus, l’analyse révèle que les « aînés » (c’est-à-dire les médecins et les étudiants des cohortes précédentes) jouent un rôle particulièrement important : ils fournissent aux étudiants des documents, souvent puisés dans leur collection personnelle, et les orientent vers des thèmes de recherche porteurs et des sources d’information pertinentes. Il est également apparu que ces étudiants font face à différents types de barrières au cours de leur processus de recherche d’information. Les freins les plus importants sont les suivants : les coûts directs pour accéder à l’information, c’est-à-dire les frais demandés pour commander des articles scientifiques (barrières économiques) ; les délestages, l’instabilité de la connexion Internet et les ressources limitées des bibliothèques universitaires (barrières environnementales) ; les contraintes de temps (barrières situationnelles) ; la rareté de la documentation scientifique médicale en langue française et rapportant des études réalisées en contexte africain (barrières liées aux caractéristiques des sources). Les résultats suggèrent par ailleurs que plusieurs n’ont pas les compétences informationnelles requises pour mener de la recherche d’information de niveau doctoral. Cependant, malgré toutes ces difficultés, les étudiants trouvent des stratégies alternatives pour surmonter ou contourner les barrières qui entravent leur accès à l’information. / In northern countries, students have access to a wide range of digital and printed sources as well as search tools to support their academic work. The situation is quite different in African universities, particularly in Burkina Faso, where students’ access to library resources remains limited. This study, the first of its kind in French-speaking West Africa, aims to contribute to a better understanding of the information-seeking behaviour of doctoral students in medicine at Joseph Ki-Zerbo University in Ouagadougou (Burkina Faso). The objectives are the following: 1) to identify the information sources and tools these students use in their information search process and the criteria that govern this selection; 2) to identify the persons (professors, students, librarians, etc.) who assist these students in their information search process and understand what type(s) of assistance they provide; 3) to identify the barriers these students face during their information search process, and the measures they take to overcome them. This study is based on Kuhlthau’s Information Search Process model (1991, 2004), supplemented by the intervening variables included in Wilson’s Information Behaviour model (1996). A mixed-methods design was adopted. It consisted of two phases: 1) a quantitative component consisting in a survey conducted among students of the Training and research unit in health science to which 269 students have responded, and 2) a quantitative component consisting in semi-structured in-depth interviews with 25 students, selected among respondents from phase I. Data analysis showed that these medical students use various search tools in their information search process but expressed a preference for Web search engines and open access databases. These choices are influenced by factors such as the tools’ ease of use and ease of access, as well as the information sources to which they have access. In terms of document formats, digital sources are more heavily used than printed ones, for they are easier to access, more portable and more user friendly. Data analysis also showed that several persons assist doctoral students in medicine in their information search process. Among them are faculty members, student peers, relatives, and, to a lesser extent, librarians. Additionally, the analysis revealed that “elders” (i.e., physicians and students from previous cohorts) play an especially important role: they provide students with documents, often from their own personal collection, and they orient students towards promising research topics and relevant information sources. vi The study also reveals that these students face different types of barriers in their information search process. The main barriers are direct information access costs—i.e., fees charged for ordering scientific papers (economic barriers); load sheddings, unreliable Internet connection, and limited resources of academic libraries (environmental barriers); time constraints (situational barriers); the scarcity of medical scientific information in French and reporting studies conducted in African setting (barriers related to information sources characteristics). Moreover, results suggest that many do not possess the information literacy skills needed to conduct information searching at the doctoral level. However, despite these difficulties, these students find alternative strategies to overcome or circumvent the barriers that impede information access.

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Text in English, with abstracts and keywords in English, Zulu and Afrikaans / This qualitative study investigated the information needs and information-seeking behaviour of doctoral students who use smartphones or tablets for learning. Fifteen doctoral students who are registered at the University of Cape Coast were interviewed. Ellis’s (1989) model of information-seeking behaviour guided the study and supported the researcher in developing a model that could be used to acquire an understanding of how mobile technologies influence information needs and information-seeking behaviour. Two contexts influence the participants’ information needs and information-seeking behaviour, namely, the academic context and their everyday life contexts. The interplay between the elements of the context in which participants find themselves and their mental structures appear to influence their information needs and information-seeking behaviour. Most of the participating students do not seem to have the required information literacy skills to seek information in an online environment. The contextual elements that appear to influence the participants’ information needs and searching behaviour include situations in action, academic tasks and information resources. The ability to connect to the Internet and retrieve online sources of information proved to be important. The participants use the mobile devices to retrieve information from the Internet and in some instances from the university library’s resources. Certain device-related characteristics, such as small screens, limited memory space and short battery lifespan, seem to affect the usefulness of mobile devices for information-seeking purposes. The cost of data and an inability to connect to the Internet, due to disruptions in network signals and a lack of Wi-Fi infrastructure, also curb the use of mobile devices. WhatsApp not only provides the participants with the means to share information and discuss their academic tasks, but it also makes collaboration and group work possible. Some of the students lack the required information literacy skills to make optimal use of the library’s resources. Therefore, it would be prudent for the university to include information literacy skills training in the curricula for all levels of study. This requirement should also include doctoral students who have not previously completed an information literacy course. / Lolu cwaningo lohlelo olugxile kwingxoxo beluphenya izidingo zolwazi kanye nezenzo zokucinga ulwazi lwabafundi abakwiziqu zesibili abasebenzisa ama-smartphones noma ama-tablets ukufunda. Abafundi abayishumi nanhlanu abasezingeni leziqu zesibili abazibhalise kwi-University of Cape Coast bebehlolwa ngokwezimvo. Imodeli ka-Ellis (1989) yezenzo ezihlose ukufumana ulwazi ihole ucwaningo futhi yaxhasa umcwaningi ekuthuthukisweni kwemodeli engasetshenziswa ukuthola ulwazi olumayelana nokuthi ngabe izinhlelo zobuchwepheshe be-inthanethi yefowunu zithinta kanjani izidingo zolwazi kanye nezenzo ezihlose ukuthola ulwazi. Izizinda ezimbili zinomthelela phezu kolwazi lwabadlalindima kanye nokuziphatha okuhlose ukuthola ulwazi, zona yilezi yisizinda sezemfundo kanye nezizinda ezimayelana nempilo yabo yansuku zonke. Ukuhlangana phakathi kwezinhlaka ezimayelana nesizinda abadlalindima abazithola ngaphakathi kwaso kanye nokuhleleka kwemiqondo yabo kubonakala kunomthelela phezu kwezidingo zabo zolwazi kanye nokuziphatha okuhlose ukuthola ulwazi. Iningi labafundi abadlala indima alibonakali lifuna amakhono olwazi lokufunda ukuze bacinge ulwazi kwisizinda kwu-inthanethi. Izinhlaka zesizinda ezibonakala zithinta izidingo zolwazi lwabadlalindima kanye nezenzo zokusesha zifaka izimo kwimisebenzi yezenzo zemfundo kanye nemithombo yolwazi. Ikhono lokuxhumanisa i-inthanethi kanye nokuvumbulula imithombo ye-inthanethi kukhombisa kusemqoka kakhulu. Abadlalindima basebenzisa izixhobo zomakhalekhukhwini ukulandelela ulwazi ku Inthanethi, kanti kwezinye izimo, ukuthola ulwazi kwimithombo eyithala lezincwadi yasenyuvesi. Yize-kunjalo, izimpawu ezithile ezihlobene nezixhobo, ezingamasikirini amancane, isikhala esincane sokugcina ulwazi kanye nempilo emfushane yebhediri, kubonakala kuthinta izinga lokusebenziseka kwezixhobo ezingomakhalekhukhwini ngezinhloso zokucinga ulwazi. Izindleko zedatha kanye nokungakwazi ukuxhumana nge Inthanethi ngenxa yokuphazamiseka kwamasiginali obuxhakaxhaka benediweki kanye nokwentuleka kwengqalasizinda ye Wi-Fi kanti futhi nokuvimbela ukusetshenziswa kwezixhobo ezingomakhalekhukhwini. Uhlelo lwe-WhatsApp aluhlinzeka kuphela abadlalindima ngamasu okuphana ngolwazi kanye nokuxoxa ngemisebenzi yezemfundo, kanti futhi yenza ukuthi kube nokusebenzisana kanye nokuthi iqembu likwazi ukusebenza. Abanye babafundi baswela amakhono wokufunda adingekayo ukuze bakwazi ukusebenzisa ngokusezingeni eliphezulu kwemithombo yethala lezincwadi. Ngakho-ke, bekungaba kuhle kwinyuvesi ukuthi izinhlelo zokuqeqesha mayelana namakhono olwazi lokufunda kwikharikhulamu yawo wonke amazing ocwaningo. Lezi zinhlelo ezifunekayo kufanele futhi zisebenze kubafundi beziqu zesibili abangakaze esikahthini esedlule baphothule isifundo sokuthola ulwazi. / Hierdie kwalitatiewe studie het ondersoek ingestel na die inligtingsbehoeftes en inligtingsoekgedrag van doktorale studente wat slimfone of tablette vir hul studie gebruik. Onderhoude is gevoer met vyftien doktorale studente wat by die University of Cape Coast geregistreer is. Ellis (1989) se model van inligtingsoekgedrag het die studie gerig en het die navorser ondersteun in die ontwikkeling van ’n model wat gebruik kan word om ’n begrip te vorm van hoe mobiele tegnologieë inligtingsbehoeftes en inligtingsoekgedrag beïnvloed. Twee kontekste affekteer die deelnemers se inligtingsbehoeftes en inligtingsoekgedrag, naamlik die akademiese konteks en die konteks van hul daaglikse lewe. Dit wil voorkom of die wisselwerking tussen die elemente van die konteks waarin deelnemers hulself bevind, asook hul verstandelike strukture, hul inligtingsbehoeftes en inligtingsoekgedrag beïnvloed. Die meeste van die deelnemende studente beskik klaarblyklik nie oor die nodige inligtingsgeletterdheidsvaardighede om in ’n aanlyn omgewing vir inligting te soek nie. Die kontekstuele elemente wat skynbaar die deelnemers se inligtingsbehoeftes en -soekgedrag beïnvloed, sluit situasies in aksie- akademiese take en inligtingshulpbronne in. Daar is bevind dat die vermoë om tot die internet te koppel en aanlyn inligtingsbronne te verkry, belangrik is. Die deelnemers gebruik die mobiele apparate om inligting van die internet, en in sommige gevalle, van die universiteit se biblioteekhulpbronne te verkry. Sommige apparaatkenmerke soos klein skerms, beperkte geheuespasie en kort batterylewe blyk ‘n uitwerking op die bruikbaarheid van mobiele apparate vir inligtingsoekdoeleindes te hê. Die koste van data en ’n onvermoë om tot die internet te koppel vanweë onderbrekings in netwerksein en ’n gebrek aan Wi-Fi infrastruktuur belemmer ook die gebruik van mobiele apparate. WhatsApp bied nie net aan die deelnemers ’n manier om inligting te deel en hul akademiese take te bespreek nie; dit maak ook samewerking en groepwerk moontlik. Sommige van die studente beskik nie oor die nodige inligtingsgeletterdheidvaardighede om die biblioteek se hulpbronne optimaal te kan benut nie. Daarom sal dit wys wees as die universiteit opleiding in inligtingsgeletterdheidvaardighede in die kurrikula vir alle studievlakke insluit. Hierdie vereiste moet ook geld vir nagraadse studente wat nie vantevore ’n kursus in inligtingsgeletterdheid voltooi het nie. / Information Science / D. Litt et Phil. (Information Science)