为了更好地尊重和维护学生权益、确保网络教育的办学质量，建立基于学生视角的教学评价机制是十分有益的。该文在分析总结顾客满意度以及网络教育学生满意度评价等相关文献调研的基础上，以中国人民大学网络教育为例，设计了远程学习者二维满意度评价指标体系和评价方法。通过开展问卷调查获得了评价数据，利用SPSS19.0对评价数据进行了统计分析。研究中利用因子分析、独立样本T检验对问卷进行了检验和修订，修订后的二维满意度评价量表结构良好、信度较高。对满意度各因素及其项目进行了分析评价，对不同群体学生的多项指标进行了差异比较。结果显示，远程学习者的期望质量和感知质量均较高。但是，各个项目均没有达到学习者的期望水平，其中学习资源(F4)、教学模式与课程指导(F1)两个层面的绩效差距相对较大。最后，该文从强化服务意识提高服务能力、重视品牌建设、完善数字资源体系、加强实践教学、开展个性化服务，以及完善学生满意度评价机制等方面探讨了学生满意度提升的策略建议。%In order to respect and safeguard the rights and interests of students,and to improve the quality of network teaching,establishing the teaching evaluation mechanism based students’perspective is very beneficial.Based on the analysis of literatures about customers’satisfaction and evaluation on distance learners’ satisfaction,the paper took Online Education of Renmin University of China as an example,designed the evaluation index system and evaluation method,we acquired the evaluation data by conducting a questionnaire survey,then used the SPSS19.0 to make the statistical analysis of these data.In the research,we used factor analysis,independent sample T analysis to test the questionnaire,analysed and evaluated the factors and items of satisfaction model,compared a number of indicators among different groups of student. Finally,we brought out strategies and recommendations about how to enhance students’ satisfaction from the perspectives of strengthening service awareness to enhance service ability,attaching importance to brand building,improving digital resources system,strengthening teaching practice,developing individualized service,and improving the evaluation system of students’ satisfaction.
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