Abstract:
Learner support services are a critical component of quality distance education programme due to
the physical and temporal distance which separates the instructor and the learner. Kenyatta
University offers distance education programmes in various fields of study including Bachelor of
Education (B. Ed.). This study sought to investigate learners’ perception of support services
provided in the B. Ed programme. The study adopted descriptive survey research design. The
survey population consisted of 750 third and fourth year B. Ed students at Kenyatta University in
the 2008/2009 academic year. Three hundred students (40.0% of the survey population) who
attended the August residential session participated in the study. The students were randomly
selected. Two hundred and seventy nine students (93.0%) completed and returned the
questionnaire developed by the researchers. The study found that majority of the students (62.8%)
were male, 90.1% were above 36 years old, 88.7% were married, 94.8% were in formal
employment and 91.1% had been trained as primary school teachers. Out of the 11 learner
support services examined in the study, three were perceived as satisfactory. These include
provision of face-to-face sessions, assistance/advice for examinations and provision of regular
and detailed report of academic progress. Eight services were perceived as unsatisfactory. These
services include opportunity for out of class contacts with instructors, timely supply of course
modules, handling of students’ queries by administrative staff in the centers, stocking of libraries,
quality of accommodation and catering facilities provided during residential sessions,
opportunities for co- curricular activities and provision of counseling services.
