Research On The Relationship Between Non-academic Support Services And Student Satisfaction In Open Distance Education

Non-academic support service originates from student support service.According to the content of support,it focuses on providing distance learners with auxiliary services that are not related to the course content,but can help learners better complete the course content.Non-academic support services can play an important role in maintaining students' learning motivation,reducing their learning obstacles,improving students' satisfaction,enhancing students' distance learning experience,and improving the efficiency of distance learning.However,most of the research on student support services in distance education is focused on academic support services,and relatively few researches on non-academic support services.At the same time,students,as customers of educational services,have the most direct experience of support services,and can take students' satisfaction with the support services of distance and open education as a major criterion of service quality.On the one hand,to make up for the lack of research on nonacademic support services at home and abroad;On the other hand,student satisfaction can be used to represent the quality of non-academic support services to find out the focus of services,and then strengthen the non-academic support services to improve the efficiency of distance learning.Therefore,we should study the relationship between nonacademic support services and student satisfaction in distance and open education.Based on the literature of non-academic support services at home and abroad,the author combs out that non-academic support services mainly include information,skills,management,emotion and other aspects.Based on Humanism learning theory,emotional intelligence theory and customer satisfaction theory,this study will explore the relationship between student satisfaction and non-academic support services.In this study,with the help of foreign mature scales on student support services,we will explore and revise the scales for many times as the main content of students' satisfaction of nonacademic support services in distance open education.The electronic version of the questionnaire was formed through the questionnaire star platform,and the questionnaire was distributed to some undergraduate and junior college students enrolled in a Radio and Television University in autumn 2019.With the help of SPSS 25.0 software,the data collected from the survey were analyzed,including the reliability and validity test of the prediction questionnaire,descriptive statistics,variance analysis,correlation analysis and linear regression analysis of the formal questionnaire.The purpose of this study is to understand whether students' personal attributes have a significant impact on non-academic support services and student satisfaction,explore the perceived characteristics of non-academic support services,and explore the relationship between student satisfaction and non-academic support services.After a series of research and demonstration,the following conclusions are drawn:(1)Perceived characteristics of non-academic support services.The perception of information consulting service is the most obvious,followed by the technical facility service,and the emotional care service has a low degree of perception.(2)The influence of basic personal attributes.There are significant differences in perceived non-academic support services in gender,household type and educational level.There were only significant differences in students' satisfaction in education level,but no significant differences in gender,household registration type,occupation,and distance learning experience.(3)The relationship between non-academic support services and student satisfaction.(1)The degree and direction of correlation between non-academic support services and student satisfaction.There was a high positive correlation between nonacademic support service and student satisfaction;From the overall situation of student satisfaction,there is a high positive correlation between technical facility service,emotional care service and student satisfaction,and the correlation between emotional care service and student satisfaction is stronger.There is only a moderate positive correlation between information consulting service and student satisfaction.From all aspects of student satisfaction,only emotional care service is highly positively correlated with student satisfaction,while information consulting service,technical facility service and student satisfaction are only moderately positively correlated.(2)The degree to which non-academic support services predict student satisfaction.On the whole,non-academic support service has a certain predictive effect on student satisfaction.Each dimension of non-academic support service also has certain predictive effect on student satisfaction.Among them,emotional care service has the strongest predictive power on student satisfaction,followed by technical facility service,and information consulting service has the weakest predictive power.From the whole research process and research results,several Suggestions on nonacademic support services are proposed to distance education institutions and school-related teachers:(1)Pay attention to the individual differences of students,especially the differences of gender,household registration type and education level on the perception of non-academic support services and the expression of student satisfaction.(2)In information consulting services,technical facilities services and emotional care services,strengthen the service items with high perception and improve the service items with low perception.(3)Give play to the linkage effect between the dimensions of non-academic support services to jointly strengthen the strength of service perception.(4)In the learning process of distance education,especially to strengthen the input of emotional care services.