全民素质提升视阈下远程教育服务质量提升途径与措施

Improvement of Modern Distance Education Service Quality in the Perspective of Citizen Quality Improvement

现代远程教育在互联网时代得到快速发展,社区远程教育、农民工远程教育、学历远程教育在各自领域发挥着重要作用。但现代远程教育也存在着个性化服务方式尚未建立、服务管理力度不够、缺乏统一严格的服务质量标准和对教学评估工作重视程度不够等问题。文章运用服务质量差距模型分析了造成质量感知差距、质量标准差距、服务传递差距和市场沟通差距的原因,并提出应从基于不同受众提供差异化服务、规范招聘培训提升服务人员素质、打造知识管理平台、做好服务质量监控与评估工作等方面,推进现代远程教育服务质量提升的措施。

Modern distance education has been developing rapidly in the Internet age,and the community distance education,migrant workers＇ distance education and academic distance education all play important roles in their respective fields. However,there are some problems such as the lack of individualized service,the lack of service management,the lack of uniform standards of service quality and the lack of attention to teaching evaluation. Based on the service quality gap model,the paper analyzes the causes of the gap between quality perception,quality standard,service delivery and service quality. It also propose that we should promote the quality of modern distance education service by providing various services to different target audience,regulating the recruiting,promoting the service quality,establish the knowledge management platform,monitoring and evaluating the service quality,so as to improve the quality of modern distance education.