本文選題：網(wǎng)絡(luò)教育　切入點(diǎn)：學(xué)生　出處：《西南交通大學(xué)》2008年博士論文　論文類型：學(xué)位論文

【摘要】：隨著經(jīng)濟(jì)社會的發(fā)展和信息時代的到來,崗位再培訓(xùn)、知識加速補(bǔ)充和更新成為人們現(xiàn)實(shí)生活的重要內(nèi)容,終身教育的觀念已經(jīng)開始深入人心。但身處時代變革和經(jīng)濟(jì)大潮中的現(xiàn)代人,如果讓其放棄手中擁有的一切,重新全脫產(chǎn)走進(jìn)傳統(tǒng)課堂已經(jīng)不現(xiàn)實(shí)。網(wǎng)絡(luò)教育這一學(xué)習(xí)形式應(yīng)運(yùn)而生,并逐步成為更多學(xué)習(xí)者的選擇。與此同時,網(wǎng)絡(luò)教育的服務(wù)質(zhì)量問題日益受到學(xué)者的重視。目前在網(wǎng)絡(luò)教育服務(wù)質(zhì)量研究中鮮有人引入已經(jīng)成熟的服務(wù)質(zhì)量管理理論,而學(xué)生作為網(wǎng)絡(luò)教育的接受者和實(shí)際感知者,其作為評價(jià)網(wǎng)絡(luò)教育服務(wù)質(zhì)量的主體的研究也時常被忽略,這將從理論上制約對網(wǎng)絡(luò)教育服務(wù)質(zhì)量關(guān)鍵因子的探討,也會使得相關(guān)理論對現(xiàn)實(shí)的指導(dǎo)力度減弱。正是基于此,本文選擇了學(xué)生為研究對象,引入服務(wù)質(zhì)量管理理論的有關(guān)模型來探討研究網(wǎng)絡(luò)教育的服務(wù)質(zhì)量問題,以期對科學(xué)的提升網(wǎng)絡(luò)教育服務(wù)質(zhì)量,提升網(wǎng)絡(luò)學(xué)院競爭力的理論研究和實(shí)踐操作有所幫助。本研究主要完成三項(xiàng)研究內(nèi)容：首先進(jìn)行了網(wǎng)絡(luò)教育學(xué)院服務(wù)質(zhì)量因子的探索。通過傳統(tǒng)服務(wù)質(zhì)量和網(wǎng)絡(luò)教育學(xué)院服務(wù)質(zhì)量相關(guān)文獻(xiàn)分析和焦點(diǎn)訪談,確定調(diào)查問卷,而后通過調(diào)研數(shù)據(jù)進(jìn)行實(shí)證研究,應(yīng)用探索性因子分析和驗(yàn)證性因子分析,確定網(wǎng)絡(luò)教育服務(wù)質(zhì)量的關(guān)鍵因子。其次,建立網(wǎng)絡(luò)教育學(xué)生感知服務(wù)質(zhì)量的結(jié)構(gòu)模型。探索網(wǎng)絡(luò)教育學(xué)生感知服務(wù)質(zhì)量與其期望和服務(wù)價(jià)格、網(wǎng)絡(luò)教育學(xué)生感知服務(wù)價(jià)值、網(wǎng)絡(luò)顧客滿意度和學(xué)生提升網(wǎng)絡(luò)教育學(xué)院競爭力的行為傾向等變量之間的關(guān)系和路徑分析。再次,討論了學(xué)生的個人屬性和網(wǎng)絡(luò)教育學(xué)院所屬區(qū)域?qū)τ诰W(wǎng)絡(luò)教育學(xué)生感知服務(wù)質(zhì)量的影響分析。本文運(yùn)用定性和定量相結(jié)合的方法,提出網(wǎng)絡(luò)教育服務(wù)質(zhì)量四因素說,網(wǎng)絡(luò)教育服務(wù)質(zhì)量應(yīng)該包含網(wǎng)絡(luò)技術(shù)、品牌、資源和學(xué)習(xí)過程。本文的探索性因子分析、驗(yàn)證性因子分析結(jié)果均表明,包含四個維度三十三個指標(biāo)的網(wǎng)絡(luò)教育學(xué)生感知服務(wù)質(zhì)量評價(jià)模型具有較高的信度和效度,對于網(wǎng)絡(luò)教育服務(wù)質(zhì)量關(guān)鍵因子的分析具有普適性。本文將CS模型引入到網(wǎng)絡(luò)教育之中并結(jié)合網(wǎng)絡(luò)學(xué)院的特征修正了該模型,彌補(bǔ)了國內(nèi)鮮有將CS模式考慮網(wǎng)絡(luò)教育質(zhì)量問題的缺憾。本文關(guān)注了不同地區(qū)在網(wǎng)絡(luò)教育服務(wù)質(zhì)量模型之中的差異,使得網(wǎng)絡(luò)教育服務(wù)質(zhì)量的因素考慮更為完善。本研究發(fā)現(xiàn),網(wǎng)絡(luò)教育學(xué)院所處地區(qū)不同,其對網(wǎng)絡(luò)教育感知服務(wù)質(zhì)量、價(jià)格、價(jià)值、滿意感和提升網(wǎng)絡(luò)教育學(xué)院競爭力的行為傾向均有不同程度的差異。本研究對科學(xué)的發(fā)展網(wǎng)絡(luò)教育,提高網(wǎng)絡(luò)教育服務(wù)質(zhì)量有一定借鑒意義。
[Abstract]:With the development of social economy and the advent of the information age, job retraining, accelerating knowledge supplement and update has become an important part of people's real life, the concept of lifelong education has been popular. But in the modern era and the economic tide, if allowed to give up all his own, again into the traditional classroom has full-time not reality. Comes with the form of learning in network education, and gradually become more learner choice. At the same time, the service quality problem of network education is increasingly valued by the scholars. There are few studies on the quality of education service network of the mature theory of service quality management, network education and students as the recipient and the actual perception which is the subject of network education, evaluation of service quality research is often ignored, it will be theoretically restricted to network education Discussion on the key factors of service quality, will make the relevant theory of weakened reality guiding efforts. Based on this, this paper chooses the students as the research object, the model of service quality management theory to explore the service quality problem of network education, in order to improve network service quality education science, enhance network College the competitiveness of the theoretical research and practice help. This paper mainly includes three studies: first explored the school of network education service quality factor. Through the traditional service quality and service quality of network education, literature analysis and interviews, determine the questionnaire, then through the survey data for empirical research, application of exploratory analysis factor analysis and confirmatory factor, a key factor in determining the service quality of network education. Secondly, the establishment of network education students' perception of service The structure model of service quality. To explore the price of network education students' perception of service quality and service expectations and perceived service value, education network, analysis of the relationship between network and path of customer satisfaction and enhance the competitiveness of the network education college students behavior variables. Thirdly, discussed the student's personal attributes and the analysis of regional network education college the effect of network education students' perception of service quality. This paper uses the method of combining qualitative and quantitative, put forward the network education service quality four factors, the service quality of network education should include network technology, brand, resources and learning process. In this paper, exploratory factor analysis, confirmatory factor analysis results showed that the perceived service quality evaluation network education model consists of four dimensions and thirty-three indicators have high reliability and validity, for the network education Analysis of key factors of service quality is universal. The characteristics of CS model is introduced into the network and the network education college has modified the model, CS model will make up for the domestic rarely consider the quality of network education. This thesis focuses on the defects of different regions in the network education service quality difference model, the factors the quality of network education services considered more perfect. The study found that the network education college in different regions, the quality of network education, perceived price, value, satisfaction and enhance the competitive force of network education, behavioral tendencies have different degrees of difference. The development of network education in science research, improving the quality of network education the service has a certain significance.

【學(xué)位授予單位】：西南交通大學(xué)
【學(xué)位級別】：博士
【學(xué)位授予年份】：2008
【分類號】：G434
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本文編號：1627336