Anita, Andi Suci and Atjo, Nurliani and Awaluddin, Murtiadi and Mashithoh, Heriyanni and Sylvana, Andi (2019) Testing Information and System Quality, and Service Quality of Online Tutors: The Instrument for Improving Student Satisfaction in Online Tutorials. In: AAOU Annual conference, 14-16 October 2019, Pearl Continental Hotel Lahore, Pakistan.
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19. Testing Information and System Quality, and Service Quality of Online Tutors The Instrument for Improving Student Satisfaction in Online Tutorials.pdf Available under License Creative Commons Attribution Non-commercial No Derivatives. Download (1MB) | Preview |
Abstract
Universitas Terbuka (Open University) or UT designs online tutorials made available in a web- based platform via the Internet to optimize learning experience and foster academic growth. As student satisfaction is key to quality assurance, improving its user satisfaction is a priority for UT. This has made it necessary for an instrument to evaluate the satisfaction of online-tutorial users in terms of its qualities of system, information and tutors. This study aims to examine this instrument in which evidence regarding system, information and tutor variables associated with student satisfaction is discussed. To this end, 100 student respondents attending online tutorials in 2018.2 are engaged in a survey research from which data is drawn. The qualities of system, information and tutors are found to fit into high-degree categories, indicating favorable reviews from the respondents. All variables show positive and significant effects (both partial and simultaneous) on student satisfaction, particularly tutor service qualities, which tend to show the strongest relationship with student satisfaction. This pattern of empirical relationship reveals that the degree of system, information and tutor service qualities defines that of student satisfaction in online tutorial. Settling on a scheme that attests to consistency in these qualities and addresses areas for improvement is therefore prerequisite for academic and institutional milestone, most particularly in the area of tutor service.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Uncontrolled Keywords: | system quality, information quality, personnel service, and student satisfaction |
| Subjects: | 300 Social Science > 370-379 Education (Pendidikan) > 374.4 Distance Education (Pendidikan Jarak Jauh) 300 Social Science > 370-379 Education (Pendidikan) > 378 Higher Education, Universities (Pendidikan Tinggi, Unversitas) 600 Technology and Applied Sciences > 650-659 Management and Auxiliary Service (Manajemen dan Ilmu yang Berkaitan) > 658.812 Customer Satisfaction/TQM/Quality Of Service (Kepuasan Pelanggan) |
| Depositing User: | David NP |
| Date Deposited: | 05 Nov 2021 08:09 |
| Last Modified: | 05 Nov 2021 08:09 |
| URI: | http://repository.ut.ac.id/id/eprint/9539 |
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