Research On The Promotion Strategy Of MOOC Learning Support Service In Colleges And Universities Based On The GAPs Model Of Service Quality

In recent years,the Internet has swept the world with the trend of breaking through.The "big data era" emerges as the times require.Its new product,online education resource MOOC,is setting off a trend of educational reform and informatization in the field of higher education.The biggest impact of new educational resources on traditional higher education is that it has changed the traditional teaching mode.This change means that not only the pattern of higher education in China,but also the pattern of global higher education has undergone a major change.Colleges and universities must actively accept this change,and should also take advantage of the trend of the times to promote higher education with the help of new educational resources Teaching management reform and innovation.The teaching management adopted by colleges and universities is the guarantee of teaching quality and the core basis for colleges and universities to carry out higher education.It determines whether colleges and universities can fully grasp this development opportunity.Building and improving the teaching management under the new trend is a powerful way to promote the integration of MOOC and universities,improve the teaching quality of MOOC and promote the development of Higher Education.Therefore,it is of great practical significance to explore the problems existing in the teaching management of colleges and universities in the process of MOOC and the strategies to improve the teaching management service of colleges and universities.MOOC in China's development process is only a few years,but a series of changes are very prominent,mainly reflected in: the transformation of teaching objective management from knowledge acquisition to ability improvement,the transformation of teaching process management from teacher centered to student-centered,and the transformation of teaching quality management from achievement management to comprehensive management.There are many problems in the teaching management of colleges and Universities: the concept of teaching management is still inherent,the management of curriculum construction is formalized,the management of teacher assessment is one-sided,and the management of student learning is mechanized.The main reasons for these problems are that the service of teaching management is not enough,the managers do not have a thorough understanding of the idea of information,and the management of online course construction is not enough As well as the development of online learning student management system is not perfect.At present,there are many researches on learning support service system in China,and the research results of system construction are numerous,but there are few empirical studies applied in Colleges and universities.Any theory must be developed in the long run practice,not only in a large number of theoretical construction but in the neglect of practice inspection.Therefore,this paper intends to investigate the needs of students,starting from the needs of students,put forward practical measures to bridge the quality gap.At the theoretical level,it also uses the mature models of other fields for reference and moves to the field of education,which puts forward new possibilities for the research in the field of education.The formation of any theory should be developed in the long-term practice.It can not only stay in the construction of a large number of theories,but also ignore the test of practice.The construction of learning support service system must serve learners.The key point is to start from practical problems and combine "real problems" with theory,so as to be practical,effective and specific.The main contents and innovations of this study are as follows:(1)After sorting out the evolution process of the concept of teaching support service,this paper lists three concepts with high recognition.This paper discusses the current situation of network courses in Colleges and universities,and determines the most suitable guiding theory to guide colleges and universities to improve teaching support services.(2)Relying on the North D university to do empirical research.Through the investigation on the staffing,curriculum construction,system construction and basic information of students in D University,this paper clarifies the current situation of network curriculum construction and the current situation of students studying network general courses.(3)With the help of SERVQUAL model's five measurement scales,namely,tangibility,reliability,responsiveness,assurance and empathy,this paper designs a questionnaire that affects college students' satisfaction with the management service of online courses,and adjusts and releases the questionnaire index again by testing its reliability and validity.(4)Based on the analysis of the collected data,this paper sums up the problems of service expectation gap,service standard gap,service delivery gap and communication gap existing in the current network course teaching management service in Colleges and universities.As well as the specific analysis of the external performance and the causes of the problems.(5)The innovation of the research lies in using the advantages of The Gaps Model of Service Quality and applying it to the field of education.It puts forward six kinds of suggestions for colleges and universities to carry out online course teaching management services,including paying attention to students' needs research,unifying language habits,optimizing communication channels,reasonably improving online course standards,using and continuously improving complaint mechanism,and optimizing students' offline communication environment The specific path of a proposal.After combing the literature,we have mastered the current theoretical research that can guide colleges and universities to continue to improve,and take root in Colleges and universities to do research.It not only clarifies the current service provided by colleges and universities,finds its advantages,but also investigates the needs of students,and analyzes the shortcomings and causes of the current service.Finally,specific improvement strategies are put forward.