TY - JOUR
T1 - Servicing students
T2 - Understanding students' interactions with people and processes using online tools
AU - Small, Felicity
AU - Dowell, David
AU - Crawford, Heather
N1 - Imported on 12 Apr 2017 - DigiTool details were: Journal title (773t) = Services Marketing Quarterly. ISSNs: 1533-2969;
PY - 2016
Y1 - 2016
N2 - The purpose of this study is to examine students' experiences with online tools and how these tools can facilitate students' interactions with peers, lecturers, content, and administration. The sample was drawn from five countries: Australia (n = 502), United States (n = 498), United Kingdom (n = 529), India (n = 618), and China (n = 569). ANOVA and MANOVA were used to analyze the results. The key findings are that students, across all five subsamples, find lectures the most important tool, online submission of assessments is the most satisfying, and online assessments are meeting expectations. Findings suggest e-learning should be focused on student-to-teacher and administration interactions.
AB - The purpose of this study is to examine students' experiences with online tools and how these tools can facilitate students' interactions with peers, lecturers, content, and administration. The sample was drawn from five countries: Australia (n = 502), United States (n = 498), United Kingdom (n = 529), India (n = 618), and China (n = 569). ANOVA and MANOVA were used to analyze the results. The key findings are that students, across all five subsamples, find lectures the most important tool, online submission of assessments is the most satisfying, and online assessments are meeting expectations. Findings suggest e-learning should be focused on student-to-teacher and administration interactions.
KW - Online interactions, online tools, satisfaction
U2 - 10.1080/15332969.2016.1217679
DO - 10.1080/15332969.2016.1217679
M3 - Article
SN - 1533-2969
VL - 37
SP - 209
EP - 224
JO - Services Marketing Quarterly
JF - Services Marketing Quarterly
IS - 4
ER -