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ERIC Number: ED500117
Record Type: Non-Journal
Publication Date: 2007-May
Pages: 8
Abstractor: Author
Reference Count: 19
ISBN: N/A
ISSN: N/A
Student Support Services and Student Satisfaction in Online Education
Erdil, Kutlay M.
Online Submission, Paper presented at the International Educational Technology (IETC) Conference (7th, Nicosia, Turkish Republic of Northern Cyprus, May 3-5, 2007)
This paper investigates the relationship between quality of support services in online education and the level of satisfaction of e-learners with these services. Case study was employed to measure University of Surrey's virtual MBA students' satisfaction with course facilitator, personal tutor and help desk functions designed for online education. The research revealed strong positive correlation between quality attributes of these support services and overall level of satisfaction with the support services. It suggests that any increase in quality level of services would yield high satisfaction. Satisfaction gap analysis, on the other hand, indicated that certain aspects of the service functions are not performing to the full satisfaction of students. It is, therefore, concluded that designing academic and administrative support services in conformity with virtual students' needs will better encourage success of e-learners. (Contains 2 figures and 5 tables.)
Publication Type: Reports - Evaluative; Speeches/Meeting Papers
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: United Kingdom