Research On College Students' Online Learning Satisfaction Based On SERVQUAL Model

The global online learning boom in 2012 has greatly promoted the opening and sharing of high-quality educational resources.My country's major universities have also introduced and developed online learning.Students are the main body of online learning and the object of online learning services.Paying attention to student satisfaction is crucial to the development of online learning.Therefore,improving student satisfaction with online learning is a problem that universities must pay attention to.From the perspective of students as customers,this article analyzes and defines the concepts of online learning,student satisfaction,and online learning service quality based on the theory of customer satisfaction and service quality."Student Satisfaction" is the research theme,sorting out the factors that may affect college students' online learning satisfaction.The SERVQUAL model is used to construct an expectation-perception gap analysis model suitable for the evaluation of online learning service quality of college students,and an online learning satisfaction index is established.This paper randomly selected some J university students as the object of online learning satisfaction questionnaire survey,to understand the students' real satisfaction,understand the students' online learning needs,improve the quality of online learning service,in order to improve students' online learning satisfaction,help colleges and universities online teaching reform and optimization to make certain guidance.The results of the study found that there is a gap in the expectations and perceptions of the five dimensions of online learning among the college students of J school,and the perceptions are all lower than expectations,indicating that the sample college students are dissatisfied with online learning;the sample college students' views on the five dimensions of expectations and perceptions There are significant differences;the individual characteristics of students have no difference in online learning satisfaction;the perception and expectations of online learning have an impact on satisfaction;student satisfaction will affect students' behavioral choices.According to the research results,it is found that the quality of online learning services in colleges and universities is inadequate,so it proposes countermeasures from the theoretical and practical levels: the school adheres to the student-oriented principle,based on the subjective view of student development,teachers respect individual differences of students,and help all students develop and establish correctness.The values of life,the pursuit of life value;develop online learning resources,maintain online learning platforms,optimize online learning services,enhance online learning interaction and ensure the usefulness of online learning.