在线学习（WBL）服务质量评价与改进研究

发布时间：2018-06-29 12:25

  本文选题：在线学习 + 服务质量　； 参考：《电子科技大学》2011年博士论文

【摘要】：在线学习(web BaSed Leanling，wBL)作为B2c电子商务的一种特殊形式，突破了时空限制，成本更低，能满足不同年龄用户的教育服务需求，具有很大的发展潜力。有关数据显示，2011年中国在线学习市场的用户规模将达到2900万，市场整体规模将达405亿元人民币。然而，艾瑞咨询的调查表明，学习者对wBL服务质量的担忧、不信任、对学习的不满意等在很大程度上阻碍了wBL的发展。研究wBL服务质量的评价和改进是wBL组织机构以及学术界重要的课题之一。 wBL与传统的课堂教育不同，具有更丰富的学习活动与交互形式，可以在空间和时间的维度上进行多种组合学习模式，传统课堂教育研究的结论不能直接应用于wBL服务质量的评价上。同时，wBL通过互联网提供的“教”和“学”的服务，涉及到多方的互动，学习者对服务质量的感知不是简单的对网络服务的感知，也不能用网站服务质量模型对其进行测量和评价。建立专门wBL的服务质量评价体系是当前亟待解决的问题。 学术界对wBL服务质量的研究还远远不够。仅有的与之相关的研究主要从教育理论、心理学角度进行定性的研究，关于服务质量的指标不够全面，有关指标的测量也存在着很大的难度。随着互联网技术的发展，，基于wBL的学习活动形式更加丰富，同步和异步学习方式在同一个wBL平台中得以集成，而目前的研究基本部是研究同步的或者异步的，有关结论的应用也受到很大的限制。 本文从在线学习服务机构的角度出发，借鉴了6(?)的“D-M-A-I-c”流程管理方法，将服务质量、技术采纳等管理理论引入到wBL研究中，对wBL服务质量的评价和改进进行了研究，具有开创性的意义。本文将回笞在线学习机构应建设什么样的学习平台，提供怎样的服务，对这些服务该如何进行测量和评价，以最大限度地满足学习者的需要，提高在线学习机构的效益等问题。本文主要做了以下工作。 首先，本文对wBL的学习过程进行了分析，明确了wBL服务中的两个关键问题：如何促使用户接受wBL系统和在用户使用过程中提供什么样的服务，以促进客户满意，提高学习成效。 其次，本文对用户接受wBL系统的关键影响因素进行了研究。借鉴了网站成功模型和技术接受模型等理论，提出了相关的评价指标，并通过实证进行了分析。结果表明系统质量和交互质量是影响用户接受wBL的关键因素。内容质量虽然也与用户满意呈正相关关系，但影响不显著。在此基础上本文提出了wBL的采纳模型。 接着，本文对用户wBL学习成效的影响因素进行了测量。实证研究表明，系统质量、内容质量、学习者对异步交互关系的满意度是影响用户学习成效的主要因素。此外，个人因素，如受教育程度等对学习成效也有显著影响。 在以上研究的基础上，本文借鉴服务质量差距模型，提出了wBL服务质量评价指标体系和wBL服务过程的差距模型，明确了wBL提供机构服务改进的关键。 最后，本文根据研究结论，对在实证应用的面向终身学习的教育考试服务平台服务质量提出了改进策略和路径，具有较高的针对性和可行性。
[Abstract]:As a special form of B2c e - commerce , online learning ( web BaSed Leaning , wBL ) breaks through space - time restrictions , lower cost , can meet the educational service demand of users of different ages , and has great potential for development . According to the data , the users of online learning market in China will reach 29 million yuan in 2011 , and the overall market size of the market will reach RMB 405 billion . However , the research on the quality of service of wBL has hindered the development of wBL . The research on the evaluation and improvement of the quality of service of wBL is one of the important topics in wBL organization and academic circle .

wBL is different from traditional classroom education , has richer learning activities and interactive forms , can carry out a variety of combined learning modes in the dimensions of space and time , and the conclusion of traditional classroom education research cannot be directly applied to the evaluation of the service quality of wBL .

The research on the quality of service of wBL is not enough . The only research related to it is qualitative research from the theory of education and psychology . With the development of Internet technology , the learning activities based on wBL are more rich , synchronous and asynchronous learning are integrated in the same wBL platform , and the current research base is research synchronous or asynchronous , and the application of relevant conclusions is also limited .

Starting from the angle of online learning service organization , this paper introduces the management method of " D - M - A - I - c " process of 6 ( ? ) , introduces the management theory of quality of service and technology adoption into wBL research , and studies the evaluation and improvement of wBL quality of service .

Firstly , this paper analyzes the learning process of wBL , and defines two key problems in wBL service : how to promote the user to accept wBL system and what kind of service is offered in user ' s use , so as to promote customer satisfaction and improve learning effectiveness .

Secondly , the key influencing factors of user ' s acceptance of wBL system are studied in this paper . Based on the theory of website success model and technology acceptance model , this paper puts forward relevant evaluation indexes and makes analysis by demonstration . The results show that the system quality and interactive quality are the key factors that affect users ' acceptance of wBL . The quality of content is also positively correlated with user satisfaction , but the effect is not significant . Based on this , the adoption model of wBL is proposed .

Then , this paper makes a survey on the influencing factors of the learning effectiveness of user wBL . The empirical research shows that the satisfaction of the system quality , the content quality and the learner ' s satisfaction with the asynchronous interactive relationship is the main factor that influences the learning effectiveness of the user . Moreover , the personal factors , such as the degree of education , have a significant impact on the effectiveness of learning .

Based on the above research , this paper puts forward the gap model of wBL service quality evaluation index system and wBL service process based on the quality of service gap model , and makes clear the key of the improvement of the service improvement of wBL .

Finally , according to the research conclusion , this paper puts forward an improved strategy and path for the service quality of lifelong learning service service platform , which has high pertinence and feasibility .
【学位授予单位】：电子科技大学
【学位级别】：博士
【学位授予年份】：2011
【分类号】：G434

【引证文献】

相关硕士学位论文 前1条

1 郑磊;微信用户采纳影响因素研究[D];北京邮电大学;2013年

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