Network Of Educational Service Quality Customer Satisfaction Index Construction And Analysis

The quality problem of the learning service has already become one of the themes that the e-learning field pays close attention to and explores actively, and it is considered as the a key factor for e-learning to be developed continuously. The direct customer of the e-learning services are learners, all activities of e-learning institutions must be launched for the focus with the learners' satisfaction. It is not only a starting point that the management of e-learning service quality should meet learners clearly or study the demand potentially but also a destination too. The learner participates in the whole course of the e-learning service actively, and also, they are final carriers of the e-learning service results. The particularity of their roles make them become subjects of e-learning quality evaluation. CSI (customer satisfaction degree) is a method that generally used for considering the customers' evaluation of e-learning service quality, when applied to e-learning field, it can not only make the effect of the e-learning service very clear but also caters the development trend of the e-learning. The author aims at the construction and analysis of CSI e-learning service quality. The content is divided into three parts in logic:First part : On the basis of literature review and investigation of e-learning service quality, construction of CSI and other relevant theories. Considering the characteristic of the e-learning, the author present the CSI of e-learning service quality. Use the statistics software to analyse inter-scorers reliability and validity of the index .Second part : On the basis of CSI constructed in the front , regarding learners in open education of the TV as the target, the author make a empirical research about CSI of e-learning service quality. Use SPSS12.0 to carry on statistical analysis to the data obtained from the questionnaire. Calculate out value of each index's CSI, As to the dimensionality that CSI is relatively low , screen out the key index that causes value to be on the low through an analysis of initial data.The third part : Combining present research, the author arranges several respects that should be paid attention to to put forward as to how to keep and improve CSI. Analyse the deficiency of this research and offer the suggestion of studying further.