网络教育学生感知服务质量研究

发布时间：2018-03-18 01:14

  本文选题：网络教育　切入点：学生　出处：《西南交通大学》2008年博士论文　论文类型：学位论文

【摘要】：随着经济社会的发展和信息时代的到来,岗位再培训、知识加速补充和更新成为人们现实生活的重要内容,终身教育的观念已经开始深入人心。但身处时代变革和经济大潮中的现代人,如果让其放弃手中拥有的一切,重新全脱产走进传统课堂已经不现实。网络教育这一学习形式应运而生,并逐步成为更多学习者的选择。与此同时,网络教育的服务质量问题日益受到学者的重视。目前在网络教育服务质量研究中鲜有人引入已经成熟的服务质量管理理论,而学生作为网络教育的接受者和实际感知者,其作为评价网络教育服务质量的主体的研究也时常被忽略,这将从理论上制约对网络教育服务质量关键因子的探讨,也会使得相关理论对现实的指导力度减弱。正是基于此,本文选择了学生为研究对象,引入服务质量管理理论的有关模型来探讨研究网络教育的服务质量问题,以期对科学的提升网络教育服务质量,提升网络学院竞争力的理论研究和实践操作有所帮助。本研究主要完成三项研究内容：首先进行了网络教育学院服务质量因子的探索。通过传统服务质量和网络教育学院服务质量相关文献分析和焦点访谈,确定调查问卷,而后通过调研数据进行实证研究,应用探索性因子分析和验证性因子分析,确定网络教育服务质量的关键因子。其次,建立网络教育学生感知服务质量的结构模型。探索网络教育学生感知服务质量与其期望和服务价格、网络教育学生感知服务价值、网络顾客满意度和学生提升网络教育学院竞争力的行为倾向等变量之间的关系和路径分析。再次,讨论了学生的个人属性和网络教育学院所属区域对于网络教育学生感知服务质量的影响分析。本文运用定性和定量相结合的方法,提出网络教育服务质量四因素说,网络教育服务质量应该包含网络技术、品牌、资源和学习过程。本文的探索性因子分析、验证性因子分析结果均表明,包含四个维度三十三个指标的网络教育学生感知服务质量评价模型具有较高的信度和效度,对于网络教育服务质量关键因子的分析具有普适性。本文将CS模型引入到网络教育之中并结合网络学院的特征修正了该模型,弥补了国内鲜有将CS模式考虑网络教育质量问题的缺憾。本文关注了不同地区在网络教育服务质量模型之中的差异,使得网络教育服务质量的因素考虑更为完善。本研究发现,网络教育学院所处地区不同,其对网络教育感知服务质量、价格、价值、满意感和提升网络教育学院竞争力的行为倾向均有不同程度的差异。本研究对科学的发展网络教育,提高网络教育服务质量有一定借鉴意义。
[Abstract]:With the development of social economy and the advent of the information age, job retraining, accelerating knowledge supplement and update has become an important part of people's real life, the concept of lifelong education has been popular. But in the modern era and the economic tide, if allowed to give up all his own, again into the traditional classroom has full-time not reality. Comes with the form of learning in network education, and gradually become more learner choice. At the same time, the service quality problem of network education is increasingly valued by the scholars. There are few studies on the quality of education service network of the mature theory of service quality management, network education and students as the recipient and the actual perception which is the subject of network education, evaluation of service quality research is often ignored, it will be theoretically restricted to network education Discussion on the key factors of service quality, will make the relevant theory of weakened reality guiding efforts. Based on this, this paper chooses the students as the research object, the model of service quality management theory to explore the service quality problem of network education, in order to improve network service quality education science, enhance network College the competitiveness of the theoretical research and practice help. This paper mainly includes three studies: first explored the school of network education service quality factor. Through the traditional service quality and service quality of network education, literature analysis and interviews, determine the questionnaire, then through the survey data for empirical research, application of exploratory analysis factor analysis and confirmatory factor, a key factor in determining the service quality of network education. Secondly, the establishment of network education students' perception of service The structure model of service quality. To explore the price of network education students' perception of service quality and service expectations and perceived service value, education network, analysis of the relationship between network and path of customer satisfaction and enhance the competitiveness of the network education college students behavior variables. Thirdly, discussed the student's personal attributes and the analysis of regional network education college the effect of network education students' perception of service quality. This paper uses the method of combining qualitative and quantitative, put forward the network education service quality four factors, the service quality of network education should include network technology, brand, resources and learning process. In this paper, exploratory factor analysis, confirmatory factor analysis results showed that the perceived service quality evaluation network education model consists of four dimensions and thirty-three indicators have high reliability and validity, for the network education Analysis of key factors of service quality is universal. The characteristics of CS model is introduced into the network and the network education college has modified the model, CS model will make up for the domestic rarely consider the quality of network education. This thesis focuses on the defects of different regions in the network education service quality difference model, the factors the quality of network education services considered more perfect. The study found that the network education college in different regions, the quality of network education, perceived price, value, satisfaction and enhance the competitive force of network education, behavioral tendencies have different degrees of difference. The development of network education in science research, improving the quality of network education the service has a certain significance.

【学位授予单位】：西南交通大学
【学位级别】：博士
【学位授予年份】：2008
【分类号】：G434
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本文编号：1627336