在线学习服务质量感知的组态动因及提升策略研究  

Research on the Configuration Causes and Promotion Strategies of Online Learning Service Quality Perception

作　　者：郑浩 王书瑶 王娟[1] ZHENG Hao;WANG Shuyao;WANG Juan(School of Wisdom Education,Jiangsu Normal University,Xuzhou,Jiangsu,China 221116)

机构地区：[1]江苏师范大学智慧教育学院,江苏徐州221116

出　　处：《数字教育》2022年第4期9-16,共8页Digital Education

基　　金：教育部政策法规司委托课题“在线教育治理研究”(JYBZFS2020107);江苏高校哲学社会科学研究重大项目“人工智能视域下在线教育治理机制与路径研究”(2021SJZDA161)。

摘　　要：随着在线教育的迅猛发展与学习者服务需求的日益增长,在线学习服务质量受到全球的广泛关注。提升在线学习服务质量对构建完善的在线教育质量管理体系、促进我国在线教育服务转向高质量发展具有重要意义。然而,以往关于我国学生对在线学习服务质量感知的研究比较缺乏,且多局限于单因素对在线学习服务质量的影响,鲜有文献对影响在线学习服务质量感知的组态动因进行探讨。鉴于此,研究基于ELQ模型设计了包含七个变量的调查问卷,运用模糊集定性比较分析方法,探索服务维度、系统维度、信息维度的各因素对于在线学习服务质量的联动效应,分析影响在线学习服务质量感知的多因素交互作用机制。然后从信息服务、用户服务、系统服务三个角度提出在线学习服务质量的提升策略,以期促进在线教育高质量发展,推动国家教育信息化与现代化治理能力。With the extraordinary development of online education and learners’growing demand for services,the service quality of online learning has received world wide attention.It is of great importance to improve online learning service quality for constructing perfect online education quality management system and promoting national online education service to turn into high quality development.However,there is a relatively shortage in the previous research on online learning service quality perception of national students,the research is mainly limited to the influence of single-factor on online learning service quality and the literature rarely discusses the configuration causes affecting online learning service quality perception.For that reason,this research,bases on ELQ model,has designed the questionnaire containing seven variables,applied qualitative comparative analysis method of fuzzy sets,discussed the connected effect of elements like service dimension,system dimension and information dimension to online learning service quality,and analyzed interaction mechanism of multiple factors of influencing online learning service quality perception.Then,this research has put forward the promotion strategy of online learning service quality from three perspectives like information service,user service and system service,hoping to promote the highquality development of online education and also the informatized and modern governance capacity of national education.

关 键 词：在线学习 服务质量 定性比较分析 组态动因 

分 类 号：G4[文化科学—教育学]