基于情感计算的在线教育满意度评价量表编制与验证
Development and Verification of Online Education Satisfaction Evaluation Based on Affective Computing

DOI: 10.12677/AE.2022.125234, PP. 1519-1529

Keywords: 在线教育，服务质量，满意度，情感计算
Online Education, Service Quality, Satisfaction, Affective Computing

Full-Text   Cite this paper   Add to My Lib

Abstract:

在线教育作为“互联网+”时代下对线下教育的必要支持形式，其满意度在很大程度上反映我国在线教育发展过程中存在的诸多问题。本文针对中小学在线教育的满意度问题，首先以SERVQUAL模型为基础，融合在线教育文献构造出包含直观性、基本性、响应性、保证性、个性化、经济性为一级指标，有形、无形、APP、课程、教师、广告、安全、交互为二级指标的中国中小学在线教育满意度评价体系。然后以情感计算为核心，构建基于LSTM算法的满意度自动评价系统。为了验证该体系的有效性，我们对清洗后的评论进行情感值计算，获得满意度评价指标的量化满意度。结果表明该评价量表和评价系统可以有效反映出现行的中小学在线教育的满意度，为在线教育更好的发展提供了一种量化评价手段。
Online education is a necessary form of support for offline education in the era of “Internet+”. Its satisfaction reflects many problems in the development of online education in China largely. For the satisfaction of online education in primary and secondary schools: Firstly, this paper constructs an online education satisfaction evaluation system for primary and secondary schools, which includes intuitiveness, basicity, responsiveness, assurance, personalization and economy as primary indicators and tangible, intangible, APP, curriculum, teachers, advertising, security and interaction as secondary indicators, based on SERVQUAL model and literatures about online education. Secondly, with emotion computing as the core, an automatic satisfaction evaluation system based on LSTM algorithm is constructed. In order to verify the effectiveness of the system, we calculate the emotional value of the cleaned comments and obtain the quantitative satisfaction of the satisfaction evaluation index. The results show that the evaluation scale and evaluation system can effectively reflect the satisfaction of online education in primary and secondary schools, and provide a quantitative evaluation means for the better development of online education.

References

[1]	Macpherson, A., Elliot, M., Harris, I., et al. (2004) E-Learning: Reflections and Evaluation of Corporate Programmers. Human Resource Development International, 7, 295-313. https://doi.org/10.1080/13678860310001630638
[2]	Hew, K.F., Liu, S., Martinez, R., et al. (2005) Online Edu-cation Evaluation: What Should We Evaluate? Association for Educational Communications & Technology, Chicago, IL, 19-23 October 2004, 4 p.
[3]	张珍连. 网络信息服务质量评价指标研究[J]. 情报杂志, 2005, 24(2): 82-83+86
[4]	钱晓群. 网络教育服务质量因子探析[J]. 远程教育杂志, 2009, 17(4): 54-56+50.
[5]	孙大雷. 在线课程设计评价体系探究[J]. 价值工程, 2013, 32(3): 211-212.
[6]	郭晓平, 崔立新, 刘丹妮. 网络教育的服务质量评价指标研究[C]//中国软科学研究会. 第十届中国软科学学术年会论文集. 北京: 中国软科学研究会, 2015: 9.
[7]	卢长红. 我国在线教育服务质量的影响因素研究[D]: [硕士学位论文]. 北京: 华北电力大学(北京), 2017.
[8]	陈晓稀. 中学阶段综合类在线教育服务质量评价指标研究[D]: [硕士学位论文]. 北京: 北京工业大学, 2018.
[9]	Llosa, S., Carrillat, F.A., Jaramillo, F., et al. (2007) The Validity of the SERVQUAL and SERVPERF Scales: A Meta-Analytic View of 17 Years of Research across Five Continents. International Journal of Service Industry Management, 18, 472-490. https://doi.org/10.1108/09564230710826250
[10]	蒋春燕, 周文蔚, 彭逵安. 成都地区各高校在疫情期间线上教育满意度影响因素分析[J]. 内江科技, 2021, 42(11): 105-108.

Full-Text