Assessing Distance Learning: Quality, Satisfaction and Critical Success Factors as User Experience Factors

• Autor(a) principal: Bertagnolli, Bruno
• Data de Publicação: 2023
• Outros Autores: Mager, Gabriela
• 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
• topic: Educação a distância; Design de serviços; User experience; Distance learning; Service design

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.