Research On The Influencing Factors Of Customer Satisfaction Of Q Online Education Company

In today’s era,Internet technology is becoming more and more mature,and intelligent terminals are rapidly popularized in various fields.The combination of the two makes online industries face unprecedented opportunities and challenges.The application of the Internet in the education industry is also hot,especially during the outbreak of the new crown virus pneumonia,when offline education has become impossible,many educational institutions have launched the online education mode,and more and more families choose online education.The development prospect of online education is more and more optimistic by various capitals,which also leads to the increasing competition in the industry.Although online education has a good development prospect,there are still traditional shortcomings,as well as areas worthy of our continued optimization.For example,low customer satisfaction and poor viscosity are in urgent need of improvement.At present,the existing online education related research mainly focuses on the education platform or college students’ education,with a wide range of research.This study focuses on the Q online education company of middle school students’ education,and studies the factors that affect their customer activity and experience satisfaction.The courses of Q online education company are mainly distributed on the platform of classin and Tencent classroom.In this study,through learning and using LDA model,the advantages,disadvantages and concerns of online education are extracted from the online comments of Q online courses.Through these concerns,combined with the actual teaching management of Qcompany,the first and second level indicators of customer satisfaction influencing variables are selected to design a questionnaire of satisfaction influencing factors.The first part of the questionnaire is divided into six questions according to the customers’ habits and basic conditions of online learning;the second part is the customers’ experience satisfaction of online course learning.Using Likert scale,it is divided into six modules: experience satisfaction,teaching resources,learning interaction,technical support,service quality and loyalty.After collecting and selecting the questionnaire data,we use SPSS to analyze the reliability,i.e.reliability and validity of the data.After obtaining the reasonable data suitable for factor analysis,we use structural equation theory to analyze the impact coefficient of satisfaction.We use Amos to establish the satisfaction related index system of Q company,and verify the hypothesis.Through continuous variable analysis Finally,we find the influence index coefficient model to improve the customer satisfaction of Q company.Through The research shows that: firstly,the quality of curriculum resources is a variable that has a relatively large influence coefficient on the path of direct impact on customer satisfaction,especially the quality of curriculum and teachers’ professionalism in teaching resources;secondly,the interaction environment variable is also one of the factors that we can not ignore;finally,technical support is the one that has the largest influence coefficient on the path coefficient of satisfaction Variable.Based on the conclusion,this paper puts forward suggestions: for Q online education company,it is necessary to take the company’s technical support construction as an important content to improve the quality of network interaction environment;secondly,it is an effective way to improve customer satisfaction to improve the company’s faculty and provide high-quality curriculum resources.This paper will help Q education and training company to examine the imperfect aspects of online education from the perspective of customers,so as to make great efforts to improve,and then improve the overall satisfaction of online education,so that the company’s online education business can achieve sustainable development.