Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience Factors
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | EAD em Foco |
Texto Completo: | https://eademfoco.cecierj.edu.br/index.php/Revista/article/view/1954 |
Resumo: | Evaluations of distance education can be approached through different prisms - including the User Experience (UX) with the service. However, it is necessary to understand how to carry out evaluations within this scope. The objective of this article is to analyze processes and dimensions used in the evaluation of distance education artifacts through the constructs of Quality, Satisfaction and Critical Success Factors, and whether such results can be related to the discipline of UX and its application in the evaluation of e-learning services. The study, exploratory, quantitative-qualitative and descriptive, begins with a Systematic Mapping of Literature, and after, the results are discussed in the light of User Experience (UX). As a result, the literature on the subject is the most used source to define the dimensions of evaluation, however most studies aim to confirm whether the dimensions are adequate to empirical contexts of analysis, with e-learning geared towards higher education - the most studied object. Two major dimensions were categorized: Service (with 9 sub-dimensions) and User (with 3 sub-dimensions). It is considered that the dimensions can be related to the UX approach, being used as a starting point to structure studies aimed at the evaluation of e-learning, especially higher education. The results can collaborate for the construction of methods and tools based on UX, and that evaluate services in such context. Keywords: Distance learning. Service design. User experience. |
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Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience FactorsAvaliando Serviços de Ensino a Distância: Qualidade, Satisfação e Fatores Críticos de Sucesso como Dimensões de User ExperienceEducação a distância Design de serviçosUser experienceDistance learning Service designEvaluations of distance education can be approached through different prisms - including the User Experience (UX) with the service. However, it is necessary to understand how to carry out evaluations within this scope. The objective of this article is to analyze processes and dimensions used in the evaluation of distance education artifacts through the constructs of Quality, Satisfaction and Critical Success Factors, and whether such results can be related to the discipline of UX and its application in the evaluation of e-learning services. The study, exploratory, quantitative-qualitative and descriptive, begins with a Systematic Mapping of Literature, and after, the results are discussed in the light of User Experience (UX). As a result, the literature on the subject is the most used source to define the dimensions of evaluation, however most studies aim to confirm whether the dimensions are adequate to empirical contexts of analysis, with e-learning geared towards higher education - the most studied object. Two major dimensions were categorized: Service (with 9 sub-dimensions) and User (with 3 sub-dimensions). It is considered that the dimensions can be related to the UX approach, being used as a starting point to structure studies aimed at the evaluation of e-learning, especially higher education. The results can collaborate for the construction of methods and tools based on UX, and that evaluate services in such context. Keywords: Distance learning. Service design. User experience.Avaliações da educação a distância podem ser abordadas por diferentes prismas - incluindo o da User Experience (UX) com o serviço. Entretanto é necessário compreender como realizar avaliações dentro desse escopo. O objetivo deste artigo é analisar processos e dimensões utilizados na avaliação de artefatos da educação a distância (EaD) por meio dos construtos de Qualidade, Satisfação e Fatores Críticos de Sucesso, e se tais resultados podem ser relacionados à disciplina da UX e sua aplicação na avaliação de serviços de e-learning. O estudo, de cunho exploratório, quanti-qualitativo e descritivo, inicia com um Mapeamento Sistemático de Literatura (MSL), e após os resultados são discutidos à luz da User Experience (UX). Como resultados, a literatura sobre o tema é a fonte mais utilizada para definir as dimensões de avaliação, entretanto a maioria dos estudos objetivam confirmar se as dimensões são adequadas a contextos empíricos de análise, sendo o e-learning voltado para o ensino superior o objeto mais estudado. Duas grandes dimensões foram categorizadas: Serviço (com 9 subdimensões) e Usuário (com 3 subdimensões). Considera-se que as dimensões podem ser relacionadas à abordagem de UX, sendo utilizadas como ponto de partida para estruturar estudos voltados à avaliação do e-learning, especialmente o superior. Os resultados podem colaborar para a construção de métodos e ferramentas baseados em UX, e que avaliem serviços em tal contexto. Palavras-chave: Educação a distância. Design de serviços. User experience.Fundação Cecierj2023-05-25info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://eademfoco.cecierj.edu.br/index.php/Revista/article/view/195410.18264/eadf.v13i1.1954EaD em Foco; Vol. 13 No. 1 (2023); e1954EaD em Foco; Vol. 13 Núm. 1 (2023); e1954EaD em Foco; v. 13 n. 1 (2023); e19542177-8310reponame:EAD em Focoinstname:Fundação Centro de Ciências e Educação Superior a Distância do Estado do Rio de Janeiro (CECIERJ)instacron:CECIERJporhttps://eademfoco.cecierj.edu.br/index.php/Revista/article/view/1954/829https://eademfoco.cecierj.edu.br/index.php/Revista/article/view/1954/855Copyright (c) 2023 EaD em Focohttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessBertagnolli, BrunoMager, Gabriela2023-08-08T18:32:03Zoai:ojs.eademfoco.cecierj.edu.br:article/1954Revistahttps://eademfoco.cecierj.edu.br/index.php/RevistaONGhttp://eademfoco.cecierj.edu.br/index.php/Revista/oai||eademfoco@cecierj.edu.br2177-83102177-8310opendoar:2023-08-08T18:32:03EAD em Foco - Fundação Centro de Ciências e Educação Superior a Distância do Estado do Rio de Janeiro (CECIERJ)false |
dc.title.none.fl_str_mv |
Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience Factors Avaliando Serviços de Ensino a Distância: Qualidade, Satisfação e Fatores Críticos de Sucesso como Dimensões de User Experience |
title |
Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience Factors |
spellingShingle |
Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience Factors Bertagnolli, Bruno Educação a distância Design de serviços User experience Distance learning Service design |
title_short |
Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience Factors |
title_full |
Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience Factors |
title_fullStr |
Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience Factors |
title_full_unstemmed |
Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience Factors |
title_sort |
Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience Factors |
author |
Bertagnolli, Bruno |
author_facet |
Bertagnolli, Bruno Mager, Gabriela |
author_role |
author |
author2 |
Mager, Gabriela |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Bertagnolli, Bruno Mager, Gabriela |
dc.subject.por.fl_str_mv |
Educação a distância Design de serviços User experience Distance learning Service design |
topic |
Educação a distância Design de serviços User experience Distance learning Service design |
description |
Evaluations of distance education can be approached through different prisms - including the User Experience (UX) with the service. However, it is necessary to understand how to carry out evaluations within this scope. The objective of this article is to analyze processes and dimensions used in the evaluation of distance education artifacts through the constructs of Quality, Satisfaction and Critical Success Factors, and whether such results can be related to the discipline of UX and its application in the evaluation of e-learning services. The study, exploratory, quantitative-qualitative and descriptive, begins with a Systematic Mapping of Literature, and after, the results are discussed in the light of User Experience (UX). As a result, the literature on the subject is the most used source to define the dimensions of evaluation, however most studies aim to confirm whether the dimensions are adequate to empirical contexts of analysis, with e-learning geared towards higher education - the most studied object. Two major dimensions were categorized: Service (with 9 sub-dimensions) and User (with 3 sub-dimensions). It is considered that the dimensions can be related to the UX approach, being used as a starting point to structure studies aimed at the evaluation of e-learning, especially higher education. The results can collaborate for the construction of methods and tools based on UX, and that evaluate services in such context. Keywords: Distance learning. Service design. User experience. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-05-25 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://eademfoco.cecierj.edu.br/index.php/Revista/article/view/1954 10.18264/eadf.v13i1.1954 |
url |
https://eademfoco.cecierj.edu.br/index.php/Revista/article/view/1954 |
identifier_str_mv |
10.18264/eadf.v13i1.1954 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://eademfoco.cecierj.edu.br/index.php/Revista/article/view/1954/829 https://eademfoco.cecierj.edu.br/index.php/Revista/article/view/1954/855 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2023 EaD em Foco https://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2023 EaD em Foco https://creativecommons.org/licenses/by/4.0 |
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openAccess |
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application/pdf application/pdf |
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Fundação Cecierj |
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Fundação Cecierj |
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EaD em Foco; Vol. 13 No. 1 (2023); e1954 EaD em Foco; Vol. 13 Núm. 1 (2023); e1954 EaD em Foco; v. 13 n. 1 (2023); e1954 2177-8310 reponame:EAD em Foco instname:Fundação Centro de Ciências e Educação Superior a Distância do Estado do Rio de Janeiro (CECIERJ) instacron:CECIERJ |
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Fundação Centro de Ciências e Educação Superior a Distância do Estado do Rio de Janeiro (CECIERJ) |
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EAD em Foco |
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EAD em Foco - Fundação Centro de Ciências e Educação Superior a Distância do Estado do Rio de Janeiro (CECIERJ) |
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