基于SERVQUAL模型的在线学习平台服务质量评价研究

Service Quality Evaluation of Online Learning Platform Based on SERVQUAL Model

本文从学生需求角度,利用SERVQUAL服务质量模型研究了在线学习服务质量评价问题。首先,利用SE-RVQUAL模型从五个维度建立了在线学习平台服务质量的评价指标体系;其次,在此基础上,进一步基于变异系数法构建了在线学习平台服务质量评价模型;最后,以CX学习通为分析对象进行应用分析,分析得到大学生对学习通服务质量的评价水平,并针对服务质量期望和实际感知差异值较大的影响因素,提出了相应的改进对策和方案。

Perspective on student requirements,the service quality evaluation of online learning was study using the SERVQUAL service quality model.Firstly,an evaluation index system for the service quality of online learning platforms was established based on the SERVQUAL model.Then,a service quality evaluation model for online learning platforms was constructed based on the coefficient of variation method.Furtherly,empirical analysis was conducted using CX as the application object,and improvement strategies were proposed for the significant influencing factors.