Delivering education through open and distance learning (ODL) mode imposes upon ODL institutions a responsibility to provide support services deemed adequate to address students’ expectations and learning needs. Student support services are a vital part of academic success in distance learning environments because of the nature of distance education. Therefore, it is critical to provide student support services whose quality levels are acceptable to those who use them. Quality and its measurements are a contentious issue in higher education and distance education. Efforts to help service quality researchers in distance education understand service quality and its evaluation have come from marketing researchers. Among different approaches of service quality assessment is the SERVQUAL model. This study explored and examined the quality of students’ support services in distance learning environments from students’ perspective, using a modified SERVQUAL model. The objectives of the study were to examine students’ expectations and perceptions of the quality of support services; analyse the gaps between expectations and perceptions; develop and validate a service quality model and a scale to evaluate the quality of distance education students’ support services. A sequential mixed methods design was used to collect and analyse the data. Data were collected in two phases. The first phase involved collecting data qualitatively. The qualitative data were used to develop a context specific service quality model and a scale. The model and the scale were validated in the second (quantitative) phase of the study. The results of the study showed that the students’ expectations exceeded the perceived performance levels of the student support services. The largest gaps related to feedback, study material delivery and spaces for quiet learning. The study also found that distance education student support services can be measured by four service quality dimensions, namely: tangibles, reliability, delivery and assurance. / Curriculum and Instructional Studies / D. Ed. (Curriculum Studies)

The purpose of this study was to determine and examine the impact of student support services (SSS) on academic success at a historically black college. The study was grounded in the theoretical framework of Astin’s Input-Environment-Outcome Model (IEO), Scholssberg’s theory of marginality, holistic theory , facilitation theory, and the theory of sensory simulation (Dunn, 2002; Anderson et. al., 2011; Dennick, 2014 and Pritchard, 2013) A mixed method approach was used to quantify and explicate triangulated data, which included the N-LSSI survey, archival data, and focus group interviews. The N-LSSI survey used a 7-point Likert Scale, and students from The College completed the instrument. The longitudinal nature of the study meant that the assumption of independent observations required by ANOVA was violated. Therefore, I used MANOVA to analyze SSS and Non-SSS student academic achievement data (i.e., GPA, Accuplacer test scores). This analysis also determined whether significant differences existed between the SSS and Non-SSS student participant groups based on means of the predictors. Qualitative data were organized, evaluated, and interpreted using open, axial and selective coding with MAXQDA, a qualitative data analysis software program. The results of the analyses showed there were no significant differences between the two student groups relative to GPAs. In contrast, Accuplacer math scores, reading scores, and writing scores were significantly different. The retention differences between SSS and Non-SSS students were significant in 2011 and 2012, while graduation data revealed significant differences in 2012. Results from the N-LSSI survey produced no significant difference between SSS and Non-SSS satisfaction with The College, while focus group interviews revealed student satisfaction levels were virtually the same.

AFRIKAANS : Die navorsing is uitgevoer ten einde die aard en benutting van Personeelondersteuning- en Loopbaansentrum (POLS) se dienste aan die AID-personeel van die hoofkampus van UP, te verken en waar primêr gebruik gemaak was van ‘n kwantitatiewe navorsingsbenadering. Met die aanvang van die navorsingsprosedure was ‘n uitgebreide literatuurstudie oor verwante konsepte van WHPs en die universiteit as werkplek onderneem, gevolg deur empiriese navorsing deur die benutting van twee self-geadministreerde posvraelyste. Die eerste vraelys was aan geselekteerde AID-toesighouers en die tweede vraelys aan AID-werknemers ook geselekteer volgens die proporsioneel-gestratifiseerde steekproeftrekking, versprei. Daar was derhalwe deur middel van evaluerende navorsing ondersoek ingestel na werknemers en toesighouers se behoeftes en verwagtinge van die bestaande dienste, die mate van tevredenheid wat ervaar was en of hul deur die huidige dienste bereik word. Die behoefte aan ‘n volwaardige en gestruktureerde WHP vir UP was ook bepaal. Die studie het ‘n uitgebreide teoretiese deurskouing van die literatuur oor WHPs in die algemeen voorsien en aspekte soos die universiteit as werkplek, met spesifieke klem op die AID as werkplek, ondersoek en beskryf. Indien die literatuurstudie oor WHP in ag geneem word, blyk dit duidelik dat die dienste soos deur POLS gelewer, nie aan die standaarde en riglyne soos deur EAPA-SA gestel, voldoen nie. POLS voldoen op hierdie stadium ook nie aan ‘n tipiese WHP of Bedryfsmaatskaplike werk program nie, vanweë die lewering van beperkte dienste. Die literatuur het ook lig gewerp op die feit dat die WHP ten doel het om die organisasie se visie en missie te ondersteun. Die werksopset, organisasie dinamika en personeel diversiteit binne die Universiteit van Pretoria het dan ook aangedui dat die universiteit ‘n unieke werkgewer is en ook gebonde is tot die onderskrywing van verskeie wetgewing soos van toepassing op alle ander werkgewers. Die AID se missie, organisasiestruktuur, strategiese bestuur, fasiliteite en menslike hulpbronne dui daarop dat die AID nie van enige ander organisasie met betrekking tot werknemer en werkgewer verwagtinge verskil nie. Die literatuurstudie het aangedui dat die kern van WHPs gesetel is in ‘n doelgerigte en gestruktureerde program met die uitsluitlike doel om die werknemer se algehele maatskaplike funksionering te bevorder. Die empiriese navorsing het getoon dat POLS, as die Universiteit van Pretoria se hulpverleningsdiens, nie ten volle in die doel kon slaag nie. Die situasie kan grootliks toegeskryf word aan onkunde met betrekking tot POLS en gepaardgaande dienslewering asook die leemte aan doeltreffende bemarking deur POLS. Daar word derhalwe aanbeveel dat die Universiteit van Pretoria sterk oorweging skenk aan die ontwikkeling en implementering van ‘n volwaardige gestruktureerde werknemerhulpprogram, geskoei op die voorskrifte en beleid van EAPA-SA. ENGLISH : The research was performed to explore the nature and utilization of the Employee Assistance- and Career Centre's (EACC) services to the Academic Information Service (AIS) personnel on the main Campus of the University of Pretoria, and where a quantitative research approach was primarily used. With the commencement of the research procedure an extensive literature study about related concepts of EAP's and the University as a work place was undertaken, followed by empirical research through the usage of two self administered post questionnaires. The first questionnaire was sent to selected AIS-supervisors and the second questionnaire to the AIS-employees, also selected according to proportional stratified sampling procedure. An investigation was therefore done, through research evaluation, whether the employees and supervisors' needs and expectations of existing services, the extent of satisfaction experienced have been met and whether they are reached by the present services. The need for a full-fledged and structured EAP for UP was also determined. The study provided an extensive theoretical study of the literature on EAPs in general and surveyed and described aspects such as the university as work place, with specific emphasis on AIS as work place. Should the literature study on EAP be taken into account, it is evident that services provided by EACC, do not comply with standards and guidelines set by EAPA-SA. The EACC does not comply, at this stage, to a typical EAP or Occupational Social Work programme, because of the delivery of limited services. The literature also revealed the fact that EAPs purpose is to support the vision and mission of the organization. The work set-up, organization dynamics and personnel diversity with-in the University of Pretoria also indicated that the University is a unique employer who is also tied to the underwriting of several legislation applicable to all employers. The AIS's mission, organizational structure, strategical management, facilities and human resources, indicated that AIS do not differ from any other organization with regards to employee and employer expectations. The literature study indicated that the core of EAPs is settled in a purposeful and structured programme with the exclusive purpose to promote the employee's entire social well-being. The empirical study showed that the EACC, as employee assistance service of the University of Pretoria, could not reach the expected goals. This can be assigned to the lack of knowledge regarding EACC and their services, as well as the inefficient marketing by EACC. It is therefore recommended that the University of Pretoria should strongly consider a full-fledged Employee Assistance Programme based on the prescription and policies upheld by EAPA-SA. / Dissertation (MSD)--University of Pretoria, 2009. / Social Work and Criminology / unrestricted

The quantitative study attempted to examine the barriers and challenges of grandparents raising grandchildren. The primary focus is to explore the problems and concerns to determine what are the specific needs of these redefined families. The researcher employed a questionnaire with some closed and open-ended questions, pertaining to the problems and concerns of custodial grandparents. Twenty-five grandparents in San Bernardino County were interviewed to obtain data regarding this issue. The findings of the study revealed that grandparents and grandchildren both are in need of internal and external resources to enhance, empower and support their inner ability to adjust and cope with their new and often traumatic family transitions.

This presentation discusses the impact of unwanted sexual contact and survivors in the collegiate setting from the family studies perspective. Specifically, this research examines the association between gender and service utilization on measures of resilience and coping in survivors of unwanted sexual contact at the University of North Alabama. The presenter identifies the disparity found between resiliency and coping when students utilized victim support services (i.e., formal reporting procedures, counseling services and/or a victim support advocate) following an incident of unwanted sexual contact. Because gender was a significant predictor of resilience, coping and service utilization, differences in coping subscale measures are identified. The university’s Campus Climate Survey data is briefly examined along with the implications of findings and recommendations for changes in family studies professionals and family advocate roles on college campuses.

This thesis had two maim aims. First to analyse the work of municipal social workers in Pardubice county. It sought to answer following questions: what are the current practices of OSPOD workers in various areas of their work? What will the new law on social protection of children change? What else is needed to move closer the best possible practise? The second aim was to estimate what proportion of children currently placed in institutions for babies in Pardubice county would need foster in case the institutions were closed down and what proportion of children currently placed need not be removed from the family at all were their families provided with support. As for the first aim, the analysis has shown that many aspects of the work of OSPOD play an important in the system of care for vulnerable children, yet the current practise in most of them significantly lags behind what could be called best possible practise. The new law will change the situation only partly. On the positive side significant changes in the practise of OSPOD is achievable. As for the second aim, due to limitations of available data, only very rough estimates could be made. But the estimates suggest that not so huge human and financial resources would be required to replace institutions for babies

Thesis (M.A. (Social Work)) -- University Of Lmpopo, 2022 / The study concentrated on factors that hinder the utilisation of intermediary social work support services to alleged child offenders in Mopani District. The study aimed to assess knowledge from probation officers in respect of awareness, utilisation and effectiveness of referral to intermediary services, as well as the level at which they can refer alleged child offenders to an intermediary. The study employed the qualitative research design. The Integrated Service model was employed to understand the utilisation of intermediary social work support services to alleged child offenders. Purposive sampling was used to obtain nine participants who were probation officers. Ethical clearance was obtained from the University of Limpopo and gatekeepers approval from the Department of Social Development. Participation was voluntary and no one was forced to participate. The findings of the study revealed that there are no clear guidelines or legislation for probation officers to guide them on how and when to recommend the alleged child offenders to the intermediary services. The study also revealed that section 158(2) of the Criminal Procedure Act 51 of 1977 is not effective to alleged child offenders but rather is used to child victims. Therefore, probation officers must have understanding of the role of an intermediary, process and referral when conducting assessments. As a result, the study recommends that the probation officers should come to the developmental level of the child, speak the language of the child and follow up assessment interviews as opposed to informed allegation interviews. However, training is also recommended to all probation officers about the Criminal Procedure Act 51 of 1977 and amendments of the Child Justice Act 75 of 2008 with the inclusion of intermediary services to alleged child offenders

In this paper, an attempt has been made to examine the evolution of corporate leverage of companies listed on the Johannesburg Stock Exchange (JSE) from 1994 to 2016. Analysis of the data set is organized around a sample of 126 listed companies across twelve sub-sector industries, namely, Banks, Financial Services, Life Insurance, Fixed Line Telecommunications, Nonlife Insurance, Health Care Equipment and Services, Pharmaceuticals and Biotechnology, Media, Technology Hardware and Equipment, Software and Computer Services, Electronic and Electrical Equipment and Support Services. 621 delisted companies were also briefly analysed to eliminate survivorship bias. Results of multiple regressions using two primary leverage measures and six commonly used determinants of capital structure were varied. Tangibility and growth were negatively related to debt while cost of debt was positively related to debt. Firm size, profitability and corporate tax rate yielded a varied relationship with corporate leverage. Only the growth capital structure determinant showed statistical significance. The overall findings indicate a rise in corporate leverage that coincides in tandem with major local and international economic events.

Background. New ways of modeling abstract concepts have been enabled due to the recent boom in generative machine learning brought on by transformer architecture. By modeling abstract concepts within high-dimensional vectors their semantic meaning can be inferred and compared, which allows for methods such as embedding-based retrieval and the groundwork for a retrieval-augmented generation. Large language models can augment their parametric generative capabilities by introducing non-parametric information through retrieval processes. Objectives. Previous studies have explored different uses of embedding-based retrieval and retrieval-augmented generation, and this study examines the impact of these methods when used as an aid to support technicians. Methods. By developing and deploying a proof-of-concept system using embedding-based retrieval and retrieval-augmented generation to the Södra ITs service desk, the thesis could monitor system performance. Introducing a system to the service desk that generates instructional solutions to the support tickets and presenting them to the technician. The thesis investigates both systems' perceived performance based on the participating IT technician's input along with the retention of generated solutions and the quality of the solutions. Results. With 75.4% of the systems generated solutions being classified as reasonable solutions to ticket problems the system was deployed to the service desk. After an evaluation period where the technicians had been working with the system, it was shown that the solutions had a retention rate of 38.4%. These results were validated by a survey conducted at the service desk where the inputs were gathered from the technicians, showing a great deal degree of user engagement but a varying opinion on the system's helpfulness. Conclusions. Despite the varying degrees of opinion on the usefulness of the system among the technicians the numbers from the production test show that a significant amount of tickets were solved with the help of the system. Still, there's a huge dependency on seamless integration with the technicians and ticket quality from the requester. / Bakgrund. Nya sätt att modellera abstrakta begrepp har möjliggjorts tack vare den senaste tidens tillväxt inom generativ maskininlärning tack vare transformatorarkitekturen. Genom att modellera abstrakta begrepp i högdimensionella vektorer kan deras semantiska innebörd tolkas och jämföras, vilket möjliggör metoder som inbäddningsbaserad hämtning och grunden för en hämtningsförstärkt generation. Stora språkmodeller kan utvidga sina parametriska generativa förmågor genom att införa icke-parametrisk information genom hämtningsprocesser. Syfte. Tidigare studier har behandlat olika användningsområden för inbäddningsbaserad hämtning och hämtningsförstärkt generering, och i det här examensarbetet undersöks vilken inverkan dessa metoder har när de används som ett hjälpmedel för supporttekniker. Metod. Genom att utveckla och driftsätta ett prototypsystem som använder inbäddningsbaserad hämtning och hämtningsförstärkt generering till Södra ITs servicedesk, kunde examensarbetet övervaka systemets prestanda. Detta genom att införa ett system i servicedesken som genererar instruktionslösningar till supportärendena och presentera dem för teknikern. Examensarbetet undersöker både systemens upplevda prestanda baserat på den deltagande IT-teknikerns synpunkter tillsammans med kvarhållandet av genererade lösningar och kvaliteten på lösningarna. Resultat. Då 75,4% av de systemgenererade lösningarna klassificerades som rimliga för problemen i ärendena driftsattes systemet i servicedesken. Efter en utvärderingsperiod där teknikerna hade arbetat med systemet visade det sig att lösningarna hade en kvarhållningsgrad på 38,4%. Dessa resultat validerades av en undersökning som utförts vid servicedesken där synpunkter samlades in från teknikerna, vilket visade på en hög grad av användarengagemang men en varierande syn på systemets användbarhet. Slutsatser. Trots de varierande synpunkterna på systemets användbarhet bland teknikerna visar siffrorna från produktionstestningen att en betydande mängd ärenden löstes med hjälp av systemet. Dock är man fortfarande mycket beroende av en smidig integration med teknikerna och en god kvalitet på ärendena från beställaren.

The purpose of the study was to investigate the services provided by the Bhambayi Drop-In Centre in Inanda, KwaZulu-Natal for orphans and vulnerable children (OVCs). Qualitative research design and in-depth interviews with key informants and foster parents of the OVCs were conducted. The study found that the services which are provided by the Centre enabled the orphans and vulnerable children to enjoy life as normally as possible and to experience life meaningfully. As beneficiaries of the Bhambayi Drop-In Centre the children had access to education and two meals per day. Beyond meeting such basic needs, the study also found that Centre instilled a sense of belonging and community in the children. Access to social grants enabled the children’s basic needs to be met. In addition foster parents played a crucial role in taking care of orphans and vulnerable children. / Health Studies / M.A. (Social Behaviour Studies in HIV/AIDS)