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Examining Fully Online Degree Studentsu27 Perceptions of Online Student Support Services: A Mixed Method Study Using Grounded Theory and Rasch Analysis

机译:检查完全在线学位的学生对在线学生支持服务的看法:使用扎根理论和Rasch分析的混合方法研究

摘要

The higher education market is becoming much more competitive as more students are attracted to online courses and online degree programs. In order to remain competitive, higher education institutions must provide students access to online support services. However, an online student support services plan is an often overlooked component of an online initiative even though it is a critical factor in the overall success of an online program.This research specifically focuses on online student support services for students enrolled in fully online degree programs in an effort to identify the most important online student support services from students’ perspectives, students’ perceptions of quality of services offered and, correlations between perceptions of importance and satisfaction.This study employed a mixed method design. Data was collected through semi-structured phone interviews as well as through an online survey with Likert-type questions. Students’ perceived satisfaction and importance levels were explored by analyzing online survey items according to five areas. The five areas were: 1) Institutional Perceptions; 2) Academic Services; 3) Enrollment Services; 4) Student Services; and 5) Online Community. In total, 22 fully online degree students were interviewed and 206 fully online degree students completed and returned the online survey. Grounded Theory was used to analyze the interview data and the Rasch model was used to analyze the survey data.Pearson correlation results indicated that there were positive relationships between importance and satisfaction for each of the five scales analyzed in this study. However, despite the fact that there were small percentages of online survey participants that reported low satisfaction levels with services that were important to them, interview participants reported that they would like access to more online services that were not currently available to them, such as: internship programs, a writing center, professional tutors with content expertise, career services (expanded to include territories/regions of online students), and health services. Findings also indicated that online services could be improved by integrating more options for live interaction with online support services staff. Additionally, the results revealed that online degree student satisfaction is highly dependent on receiving timely responses from online services staff.This dissertation introduces the Importance, Quality and Satisfaction (IQS) Framework. This framework is formed by four domains: services, individuals, systems and environment. By implementing an IQS Framework, institutions have the opportunity to increase student satisfaction levels by providing higher quality and better delivery of their services, systems and environment.
机译:随着越来越多的学生被在线课程和在线学位课程吸引,高等教育市场变得越来越具有竞争力。为了保持竞争力,高等教育机构必须为学生提供在线支持服务。但是,尽管在线学生支持服务计划是在线计划总体成功的关键因素,但它通常是在线计划中经常被忽略的组成部分。本研究专门针对为完全在线学位课程注册的学生提供在线学生支持服务为了从学生的角度确定最重要的在线学生支持服务,学生对所提供服务质量的看法以及重要性和满意度之间的相关性。本研究采用混合方法设计。数据是通过半结构化电话采访以及对Likert型问题的在线调查收集的。通过根据五个领域分析在线调查项目来探索学生的感知满意度和重要性水平。这五个领域是:1)机构观念; 2)学术服务; 3)招生服务; 4)学生服务; 5)在线社区。总共对22名完全在线学位学生进行了采访,并且206名完全在线学位学生完成并返回了在线调查。扎根理论用于访谈数据的分析,而Rasch模型用于调查数据的分析.Pearson相关结果表明,本研究分析的五个量表的重要性和满意度之间都存在正相关关系。但是,尽管在线调查的参与者中有少数人报告对他们重要的服务的满意度很低,但受访者还是表示他们希望访问他们目前尚不可用的更多在线服务,例如:实习计划,写作中心,具有内容专业知识的专业导师,职业服务(扩大到在线学生的地区/地区)和保健服务。调查结果还表明,可以通过集成更多与在线支持服务人员进行实时互动的选项来改善在线服务。此外,研究结果还表明,在线学位学生的满意度高度依赖于在线服务人员的及时反馈。本文介绍了重要性,质量和满意度(IQS)框架。该框架由四个领域组成:服务,个人,系统和环境。通过实施IQS框架,院校可以通过提供更高质量的服务,更好的服务,系统和环境来提高学生的满意度。

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    Dean Heimberg Tamara;

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  • 年度 2014
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