我国高等教育领域客户满意度模型比较研究

我国高等教育作为一种服务已经被广泛的认可,满足服务对象的需求、提高服务对象的满意度是高等教育服务的目标。客户满意度模型是衡量满意度的重要方法。普通高等教育对象与现代远程教育对象的不同,形成的客户满意度也应有所不同。分析研究了我国高等教育领域客户满意度模型,发现两者的不同之处,以期建立适合现代远程教育发展的教育服务与管理模式。     

Student voice in higher education: Opening the loop

UK national policy and the practices of university course boards tend to reduce understandings of ‘student voice’ to a feedback loop. In this loop, students express feedback, the university takes this on board, then they tell the students how they have responded to their feedback. The feedback loop is a significant element of the neoliberal imaginary of higher education globally. This qualitative research study drew on interviews with course representatives in three universities in England, and on policy analysis, to explore the discursive construction and enactment of student voice. It uses the feedback loop as an analytical frame. Drawing on Foucault’s later work, the article aims to open up the feedback loop by exploring its manifestation in the mundane everyday practices of universities. In opening the loop, we identify the following effects of the student voice policy ensemble: students have to construct feedback as it is not just waiting to be gathered; it promotes a dividing practice, where reps are positioned differently to other students; there is a focus on problems; an ‘us and them’ is reinforced between staff and students; the loop closes down discussion; and a managerial logic obscures political processes. The article articulates its opening of the loop as a way of unmasking the modes of power which work through discourses of ‘student voice’, and hence seeks to create possibilities for resistance to being governed this way.     

Transitioning in higher education: an exploration of psychological and contextual factors affecting student satisfaction

In view of recent changes in the higher education sector, such as increased tuition fees, a greater focus has been placed on widening participation initiatives and monitoring student satisfaction. The aims of the current study were twofold: (1) to explore whether pre-entry programmes foster successful transition to higher education, and (2) to examine longitudinally the factors associated with course satisfaction. Eighty-eight first-year psychology students completed a questionnaire measuring academic self-efficacy, social identity and student satisfaction at the start (Time 1, November 2015) and end (Time 2, March 2016) of the academic year. Findings indicated that students who participated in a pre-entry programme reported higher academic self-efficacy and satisfaction compared to typical route students. Moreover, academic self-efficacy predicted student satisfaction at the start of the academic year, whereas in-group affect (a facet of social identity) predicted this at the end of the academic year. The current findings indicate that pre-entry programmes may have a positive impact on students’ sense of academic self-efficacy. On a more general level, the findings also suggest that academic self-efficacy and social identity may be key indicators of student satisfaction. This highlights the complexities of the concept of ‘student satisfaction’, and demonstrates the utility of examining multiple factors relating to student satisfaction across different time points.     

Assessing antecedents and consequences of student satisfaction in higher education: evidence from Malaysia

This paper explores the interrelationships of the key influences on student satisfaction via multivariate analysis from three groups of university students in two popular private universities in Malaysia. The correlation coefficient and structural model indicated that student satisfaction is influenced not only by academic quality, but also by the university core services, information technology services, and skill building. These dimensions are linked to one another. The strong interrelationships between these dimensions are indicative that holistic approach needs to be adopted rather than dealing with each dimension in isolation in creating a valued education. Significant performance gaps of key influences indicated that the satisfaction levels are below students’ expectation despite the satisfaction scores being above average. Academic assessment, teaching quality, and IT are areas where a university management needs to prioritize resources in order to increase student satisfaction. Students who perceived higher value are more likely to have higher repurchase intention.     

Towards the successful integration of e-learning systems in higher education in Iraq: A student perspective

This study aims to analyse the factors that can explain the adoption and effective use of a new e-learning system in Iraq. To achieve this, it uses a selection of factors that are present in the technology acceptance model (TAM) and the unified theory of acceptance and use of technology (UTAUT) model, and it includes three additional factors. The study hypothesises new relationships between the selected factors. Questionnaires were distributed to 300 university students in Iraq. Partial least squares-structural equation modelling (PLS-SEM) was used to analyse the data received. The findings suggest that perceived usefulness (PU), perceived ease of use (PEOU), subjective norms (SNs), information quality (IQ), system quality (SQ), technical support (TS) and self-efficacy (SE) have significant effects on behavioural intention (BI). In turn, BI and TS have significant direct effects on the actual use (AU) of e-learning systems. The factors age, gender and experience significantly moderated some of the relationships in the model. The research has several implications for policy makers, universities and the management of e-learning systems.     

International brand alliances and co-branding: antecedents of cognitive dissonance and student satisfaction with co-branded higher education programs

The study investigates how in international partnerships the brand credibility of each partner, student-institution identification with each partner, and perceived service quality relate to student satisfaction. A structured survey questionnaire was completed by 528 students taking a co-branded higher education program in Hong Kong or Sri Lanka. The results indicate that the brand credibility of a foreign institution is a stronger influencer on student identification with the foreign institution as compared to the relationship between credibility and identification with the local partner. The negative relationship between organizational identification and cognitive dissonance for each institution in the partnership is also stronger for the foreign institution. As the popularity of international partnerships and co-branded higher education programs continues to grow, the importance and dominance of foreign brand credibility and student identification with foreign institutions is recognized.     

应用钢琴教学法在高师音乐教育教学中普及的重要性与必要性

应用钢琴教学法是在中国钢琴普及教育发展的形势下,本着把高师音乐教育中的学生培养成具有创新精神、高素质、应用型和可持续发展能力教育理念的教学法。在钢琴教育面向大众,传承传统钢琴教学的同时,打破精英教学单一模式,开创中国应用钢琴教育的新局面。通过探索、模仿、即兴,创作等速成学习,启发音乐想象,拓展思维空间,彰显动手能力。     

Emotional Contagion in the Classroom: The Impact of Teacher Satisfaction and Confirmation on Perceptions of Student Nonverbal Classroom Behavior

Teachers appreciate nonverbally responsive students, but what is missing is an understanding of the direct influence of teachers' self-perceptions on their perceptions of how engaged their students are in class. Using the emotional contagion theory as a lens, this study examines the premise that satisfied instructors expect students to mirror their own behaviors in the classroom through being nonverbally responsive. Results of the regression model confirm that teachers' perceptions of their own confirmation behaviors most strongly predict their perceptions of how nonverbally responsive students are in class. Thus, instructors who are more expressive will likely induce students to be more expressive, leading them to determine their students are being more nonverbally responsive. Further, expressive instructors will be more attuned to student interaction because they may subconsciously expect students to mirror their actions through nonverbal behaviors—they will look for it. Additionally, satisfied instructors view their students as satisfied and look for these feelings to be exposed via nonverbal response behaviors. Implications for teacher training and mentoring programs are discussed.     

新建地方本科高校教育服务质量与学生满意度的结构方程模型分析

通过对江西新建地方本科高校宜春学院、九江学院高等教育服务质量满意度的抽样调查,发现高等教育服务投入质量对过程质量和结果质量有显著的正向影响、过程质量对结果质量有显著的正向影响、过程质量和结果质量是影响学生满意度的主要因素、结果质量和学生满意度对学生行为意向有显著的正向影响。     

Technology-enhanced learning and research using databases in higher education: the application of the ODAS model

Abstract

Research databases are a significant contributing aspect of modern technology, and, as such, innovation has enhanced learning and research outputs using online databases introduced by authorities in charge of higher education. However, databases have been rarely investigated from the perspective of psychological assessment. Therefore, this research examined databases using structural equation modelling and the Rasch model to explore contributing factors of learning and research in higher education. To measure databases, this research adapted the online database adoption and satisfaction (ODAS) model and analysed the responses of 300 postgraduate students, from a double first class university in Shanghai, collected using a stratified random sample technique. The results of the ODAS model showed that the postgraduate students’ perceived usefulness and ease of use of databases played mediating roles in establishing connections between their computer self-efficacy and intention to use and satisfaction with databases for research and learning. However, the ODAS model also showed that the students’ satisfaction was indirectly explained by their perceived usefulness of databases through ease of use and intention to use. The results of our investigation contribute to a better understanding of the ODAS model and suggest assessment strategies for learning and research through databases for researchers, academicians, and librarians.     

解析美国大学学生评教表的指标体系——以德州大学奥斯汀分校为例

以美国德州大学奥斯汀分校为例,对美国大学学生评教表的类型、内容进行了介绍,并分析其设计特点:设置与学生学习成效相关的指标,侧重发展性教学评价并将改进教学与质量监控相结合,注重课程评价。以期通过这一案例研究,对我国学生评教表的设计起到一定借鉴作用。     

Humanoid robots in higher education: Evaluating the acceptance of Pepper in the context of an academic writing course using the UTAUT

This study investigates the acceptance of social robots by higher education students in the social sciences. Pepper, a humanoid social robot from SoftBank Robotics, provided a sample of its capabilities during a first semester, large-scale, university course, “Introduction to academic writing.”From this course, 462 freshmen participated in our survey. The unified theory of acceptance and use of technology (UTAUT) acts as the conceptual framework, and partial least squares structural equation modelling (PLS-SEM) as the method for data analysis. The four perceived characteristics—trustworthiness, adaptiveness, social presence and appearance—all predict the intention to use the robot for learning purposes; anxiety regarding making mistakes in handling the robot and about privacy issues are not significant predictors. An importance-performance map analysis indicated adaptiveness as the robot’s most important characteristic for predicting student behavioural intention. Overall, however, the study shows that students do not have the intention to rely on social robots for learning purposes at the current level of state-of-the-art technology: behavioural intention reaches only 36.6% of the theoretical maximum.     

Experimenting with internationalisation in troubled times: the critical case of Turkish higher education

ABSTRACT

For the last couple of years, Turkey has been experiencing difficult times resulting from the recent domestic coup attempt, refugee crisis and terrorist attacks from neighbouring countries, and the following political conflicts around these issues with the United States and Europe. This article investigates challenges and strategies of higher education institutions (HEIs) in Turkey with recent uncertainty in the free movement of students and academics in internationalisation process. Applying a qualitative critical case study, the research was carried out in four HEIs leading in internationalisation. The findings indicated that political instabilities both at the national and international levels brought several challenges for HEIs related with their internationalisation efforts in terms of security, image, and ethnic tension. Additionally, it is found that HEIs adapted to the new realities and developed several strategies to overcome these challenges such as marketisation and networking. Implications are made regarding neo-liberal influence and segmentation around class and religion.     

Religion as a barrier to the use of student loans for higher education: A community-based participatory study with Somalis living in England

The unwillingness of the Somali community to finance higher education has largely gone unnoticed within the academic literature and government policy documents. This study explores the role of religion and the influence of Shari'ah scholars on the use of interest-bearing student loans within the Somali community. In the absence of any theoretical framework on this topic, we explore the multiple socioeconomic factors that may influence the attitude, perception of need, motivation and action of using student loans for higher education, by proposing the UK Somali Muslims Acceptance of Interest-bearing Student Loan Model. This is also a community-based participatory study that actively involved Somali community members in exploring and interpreting the results. This was achieved through regular consultations with the sampled Somali Muslim communities within the UK. Our results contribute to the broader debate on the effect of cultural, religious and social values of marginalised communities on inclusion and widening access policies for higher education. The findings reemphasise that people sharing the same location do not necessarily share the same level of opportunities for higher education because of the intersectionality of race, religion, gender and class. The results also show the complexity of the issue of exclusion and the atheoretical nature of student loans as a financial instrument for improving financial inclusion and widening access to higher education among Somali residents in England.     

Using a Hero as a Model in Video Instruction to Improve the Daily Living Skills of an Elementary-aged Student with Autism Spectrum Disorder: A Pilot Study

The present pilot study investigated the impact of video hero modelling (VHM) on the daily living skills of an elementary-aged student with autism spectrum disorder. The VHM, in which a character much admired by the student exhibited a correct response, was shown to the participant immediately before the situation where he needed to exhibit the target behaviours. Results of a multiple-probe design across three behaviours showed that each of the three target behaviours improved only when the VHM was introduced. In addition, the participant and his teachers demonstrated positive attitudes toward the use of VHM. However, the teachers hesitated to develop the VHM by themselves due to the perceived complexity of the development process and time constraints.