The Study On Quality Assessment Of E-Tutors’Support Service In Online Continuing Education

In the context of lifelong education, with the rapid development of Information and Communication Technology(ICT), teachers online continuing education that is conducted vigorously is becoming another trend of education development in today’s world. It should be emphasized that with the rapid expansion of online continuing education, e-tutors’ quality assessment of support service effectively has become a urgent issue, which is the key to survival of the training project. Therefore, it is imperative to research scientific and accurate e-tutors’ quality assessment of support service. So far, how to assess e-tutors’ quality of support service effectively is still not studied systematically. Therefore, the study researches the e-tutors’quality of support service, which takes the ASCI model and SERVQUAL model as its foundation, applies the research methods of literature research, interviews and empirical research, finally, develops a questionnaire of e-tutors’ quality of support service in the field of online continuing education. The study takes trainees of teachers professional development training project in Zhejiang Province as the research objects in order to explore e-tutors’ quality of support service and trainees’ overall satisfaction, identify and evaluate the key factors that affect e-tutors’ quality of support service, and then, the study builds quality assessment index system of e-tutors’ support service, and detects problems that may encounter during tutoring in order to design and provide more perfect learning support service.(1) The level of e-tutors’quality of support service and trainees’ overall satisfaction is highThe results show that the quality assessment of e-tutors’ support service, which include four dimensions of the tutoring strategies and operating competency, the ability of homework tutoring, monitoring and management, the ability of business literacy and emotional support, the ability of remote support, design and organization. Factor analysis and reliability analysis show that the validity and reliability of the scale is high. Analysis results show that the level of e-tutors’ quality of support service and trainees’ overall satisfaction is high(M>4.0, SD<1). Further analysis results show that, the two dimensions of "the tutoring strategies and operating competency" and "the ability of homework tutoring, monitoring and management" should be given enough attention. E-tutors should enhance strategies and skill of tutoring, optimize homework tutoring and the process of monitoring management, thereby, improve the quality of support service and trainees’ online learning satisfaction.(2) Quality assessment index system of e-tutors’ support serviceSingle-factor analysis of variance results show that the trainees’ demographic variables, including gender, age, seniority, discipline, job title, post, teaching period, school location, the nature of the school, ultimate degree, place of learning do not exist significant impact on trainees’ perceived of the quality of e-tutors’ support service (p>0.05, respectively), that is to say, it can ignore the impact of differences of demographic variables, therefore, the applicability of quality assessment index system of e-tutors’ support service is broader. Pearson correlation analysis reveal that e-tutors’ quality of support service and trainees’ satisfaction is correlated positively(r values from0.500to0.637, p<0.001, respectively), it indicates that online continuing education institutions should pay attention to trainees, and the level of e-tutors’ quality of support service can be reflected by trainees’ satisfaction. Quality assessment index system of e-tutors’ support service includes four dimensions, which respectively are the tutoring strategies and operating competency, the ability of homework tutoring, monitoring and management, the ability of business literacy and emotional support, the ability of remote support, design and organization and their items. Correlation analysis of the trainees’ assessment and e-tutors’ self-assessment(r=0.397,p=0.011<0.05), which preliminary inspects the assessment index system is reliable and reasonable, and it can be used to evaluate e-tutors’ performance.