教师在线实践社区COP助学服务质量评价体系构建及应用研究

摘要

In teacher’s online community of practice (TOCOP/TCOP), the training effect depends mainly on support service quality. Constructing effective training support service evaluation system is really critical to ensure training support service quality. Consulting quality evaluation standards existed and considering the characters of TCOP service, we construct quality evaluation system of training support service in TCOP. Besides building a general service quality standard, the evaluation system can also reflects the special needs of social support, cognitive support, academic support and management support in TCOP. According to the service quality evaluation system, we investigated 119 teachers who have participated in TCOP for more than one year by questionnaire survey. The result of the study show:(1)The evaluation system has high internal consistency reliability;(2)By applying the evaluation system, we ifnd that it can relfect the real level of training support service in TCOP;(3)By analyzing the evaluation data, we can both dig the corresponding experience, and provide the basis of strategies for better training service.%教师在线实践社区中教师的研修效果很大程度上依赖于助学服务质量，建立行之有效的教师在线实践社区助学服务质量评价体系，是确保助学服务质量的一个关键环节。本研究借鉴已有的服务质量评价体系，并针对教师在线实践社区助学服务的特点，构建了教师在线实践社区助学服务质量评价体系。该评价体系既体现了服务质量的普适性评价标准，也着重反映了教师在线实践社区助学服务在社会支持、认知支持、学术支持和管理支持等方面的特殊要求。本文依据所构建的教师在线实践社区助学服务质量评价体系，对119名参加教师在线实践社区一年以上的教师进行了各指标期望值和实际感受值两项问卷调查，研究结果表明：(1)该评价体系具有较高的内在信度一致性；(2)应用实践表明，该评价体系能够较为全面地反映教师在线实践社区的助学服务质量状况；(3)对助学服务的评价数据分析结果，可进一步挖掘助学服务经验，并为改进助学服务提供策略依据。