摘要
通过借鉴市场营销领域的顾客参与理论对远程教育服务体系增值模型的研究,表明学生对于目前的远程教育服务具有中等偏高的满意度,女生满意度高于男生;学生学习参与行为的维度及程度影响这一满意度指标;学费性价比的认知、教学设施使用、教学信息接收、教学信息获取、教学要求、学习疑难提出、教学服务人员接触等行为正向影响学生满意度;学生的学习兴趣满足、网上资源获取及保安服务等参与行为则对满意度起负向影响。远程教育服务体系可以通过学生参与行为的良好互动来提升服务品质,创造学生满意度最大化。
This paper deals with the value-added service model in distance education system by customer participation theory in the marketing. The research shows that students satisfaction of current service in distance education ranging from medium to high satisfaction and female satisfaction is higher than male. Dimensions and extent of student participation in learning behavior affects the index. The positive factors include tuition cost, teaching facility, teaching information, teaching requirements, prompt feedback, and communication of teaching staff. The negative ones consist of students learning interest, access to online resources and security services. The author maintains that the comprehensive service based on interaction between teacher and student distance education can meet most student satisfactions.
出处
《广东广播电视大学学报》
2014年第5期14-19,共6页
Journal of Guangdong Radio & Television University
基金
2013年度广东远程开放教育科研基金项目"远程教育增值服务体系研究--基于学生满意的视角"(YJ1328)的研究成果
关键词
远程教育服务增值模型
顾客参与
顾客满意
学生参与行为
value-added service model in distance education system
customer participation theory
customer satisfaction
students participation
