The Role Of It In Enhancing The Quality Education Essay

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After more than 10 old ages of rapid development, one-year registration of Radio and TV Universitys unfastened instruction from 30,000 in 1999 rose to 920,000 in 2010. With the rapid enlargement, the jobs caused by missing of pupil support services and worsening of pupil satisfaction are more and more outstanding. How to better the quality of pupil support services, improve pupils ‘ satisfaction, promote the quality of unfastened instruction, are going the pressing jobs in the system of Radio and TV University. With the rapid development of IT, it gives us new chances to better unfastened instruction pupil support services, whether in academic support services or in non-academic support services. This article explores the heightening function of IT on the quality of pupil support services affected by tangibles, dependability, reactivity, confidence and empathy, in two facets including academic pupil support services and non-academic pupil support services. We besides provide a instance survey from Shenzhen Radio and TV University to back up our hypothesis.
Cardinal words: IT, Open Education, Academic Support Services, Non-Academic Support Services, Quality of Student Support Servicess
1 Introduction
After more than 10 old ages of rapid development, one-year registration of Radio and TV University ‘s unfastened instruction from 30,000 in 1999 rose to 920,000 in 2010. With the rapid enlargement, the jobs caused by missing of pupil support services and worsening of pupil satisfaction are more and more outstanding. With the uninterrupted development and broad application of IT, our existent universe is influenced and changed by digital web deeply, and bit by bit formed a new societal construction – the web society. Open instruction pupils about no more than 30 old ages old, can utilize IT skilfully, so it is a great significance for bettering pupil satisfaction and learning quality to better unfastened instruction pupil support services system by the combination of IT and pupil support services.
Researchs in pupil support services are bit by bit refined, and many modern service thoughts and direction methods are applied to student support services. Professor Parasuraman, Zeithamsl & A ; Berry who studied sensed service quality profoundly, established SERVQUAL perceived choice rating method from which five dimensions of service quality was established in 1985. Those five dimensions are dependability, reactivity, empathy, confidence and tangibles. SERVQUAL perceived choice rating method has been widely used in educational Fieldss. For illustration, Li Chen ( 2007 ) studied the impacts of service quality on the trueness to trainer endeavors trade name through SERVQUAL ; Qian XiaoQun ( 2009 ) explored the relationship of pupil perceived service quality, perceived service value, pupil satisfaction and competitory power of web college ; Zhu ZuLin ( 2009 ) established rating system for distance survey support services quality ; Fan WenQiang and Jin HuiFeng ( 2010 ) [ 5 ] gave a instance survey for the rating of distance survey support services quality from three facets, that is study resource services, survey procedure services and engineering support services. To a certain extent, these researches prove that it is practical to measure unfastened instruction quality through common services and client satisfaction theory.
Although more bookmans utilizing SERVQUAL have studied pupil support services from different points of position, their surveies, without uncluttering the nucleus countries of pupil support services, still concentrate on superficial apprehension of pupil support services, and there are some defects in the rating of pupil support services quality. This article will research the heightening function of IT on the quality of pupil support services in two facets including academic pupil support services and non-academic pupil support services. Academic pupil support services and non-academic pupil support services proposed by Ormond Simpson in 2002 is good recognized by academe. Academic pupil support services which will run through the whole acquisition procedure, including instruction, larning, reding and measuring, is to supply all sorts of aids to distance scholars to assist them work outing academic jobs ; non-academic pupil support services which largely focus on the direction and emotional facets, is to supply aid to distance scholars to assist them work outing all jobs except academic jobs. In short, it is clearly that we can understand the heightening function of IT on the quality of pupil support services if we evaluate the quality of pupil support services both from academic and non-academic facets.
2 IT application in the Open Education pupil support services
With the rapid development of unfastened instruction promoted by the development of IT, It has brought profound impacts on academic pupil support services and no-academic pupil support services in unfastened instruction, such as shortening instruction clip, spread outing learning range, and etc. These alterations have impacted on the distance learning theoretical account, altering from teacher-centered acquisition and course-centered acquisition to student-centered acquisition.
2.1 Academic Student Support Servicess
With the rapid development of IT, new information engineerings have integrated into unfastened instruction. It is chiefly used in tracking pupils ‘ acquisition procedure, diversified learning resources, synergistic instruction and acquisition for instructors and pupils with IT.
Tracking pupils ‘ acquisition procedure
Whether in traditional instruction or in distance unfastened instruction, analysing pupils is the beginning of learning. Since a pupil registers into unfastened instruction, we should analyse pupil ‘s learning motive, initial educational degree, survey manner and aim. Then we track the pupil ‘s acquisition procedure, acquire to cognize his state of affairs, and give appropriate larning scheme to him. This is the first measure of unfastened instruction, besides is the foundation of pupil support services. Furthermore, it is an indispensable factor for guaranting survey quality of unfastened instruction and raising the rate of registry. By the aid of IT, it is easier to organize pupils ‘ larning archives. With the support of MIS and engineering of intelligent analysis, we can track pupils ‘ acquisition procedure, alarm the absence of pupil and provide list of pupils who seldom participate in learning. In add-on, instructor besides can assist pupils work outing their acquisition jobs, promote them go oning to analyze.
Diversified acquisition resources
Learning resources such as text editions and courseware, which is master factor of class, have played an of import function in unfastened instruction. To develop high quality of diversified learning resources is a basic work of unfastened instruction, besides is a necessary status for guaranting the quality of unfastened instruction. Diversified learning resources developed with IT, such as web classs, web pictures, web sounds, CAI, on-line unrecorded schoolrooms, electronic class paperss, digital books, digital diaries, small multimedia courseware, and etc. , have been widely used in unfastened instruction to carry through all sorts of survey demands of different pupils.
Synergistic instruction and acquisition for instructors and pupils with IT
Teaching guidance, a survey service related with pupil analyzing classs, is the most cardinal and of import service among all services of student support. It provides learning reding services and learning ushers to pupils assisting them survey classs, its basic characteristics include: a‘ account, guidance and answering of class content, particularly inspiration and counsel for work outing practical jobs with subject theory ; a‘?common analyze method counsel related with class subject and class content ; a‘?correction of assignment, rating of trial and counsel of test ; a‘?guidance for experiment, other practical instruction and preparation undertaking ; a‘¤organization for category treatment and collaborative acquisition ; a‘?other learning aids related with class survey and etc.
Synergistic instruction and acquisition for instructors and pupils was strongly supported by IT. With the support of computing machine and multimedia engineering, instructors can supply much more information to pupils in category and stimulate pupils ‘ involvement on the class ; pupils now can complete their prep and trials online with the aid of development of package engineering ; pupils can make their experiments online by utilizing practical simulation engineering ; instant message engineerings, such as tencent QQ, MSN, OICQ, fetion and etc. , do it possible for instructors and pupils to pass on online without limitations. At the same clip, with the support of computing machine web engineering, instructors and pupils can discourse on BBS provided by school ‘s instruction platform, all treatments will be saved on the waiter for everyone authorized reviewing, which formed a synergistic platform both for instructors and pupils.
2.2 Non- Academic Student Support Servicess
Non-academic pupil support services put frontward by Ormond Simpson in 2002 are as following: consulting, supplying information, explicating inquiries, giving advices ; measuring, giving feedback on pupils ‘ abilities and accomplishments of non-academic ; helping, giving practical aid and aids to better survey and work efficiency of pupils ; suggesting, doing sample instance of economical support, composing a recommendation ; improving, profiting pupils from invention of educational establishments ; pull offing, forming and pull offing survey support services. At present, audience, direction and accessory services of unfastened instruction have been improved by IT evidently.
Study Consulting and Psychological Counseling Services
Study consulting services are confer withing services for the whole survey procedure, including enlisting, registration, assignment, scrutiny, graduation and etc. we can supply these services by phone, electronic mail, BBS, short message, instant message tools ( QQ, MSN, OICQ and fetion ) and societal web tools ( BBS, micro-blogging, micro-letter ) , to reply inquiries asked by distance scholar. Furthermore, we can besides update and print sorts of information to scholars assisting them know good about newest information and adjust their survey program in clip.
Psychological guidance services are besides of import in unfastened instruction. Most unfastened instruction scholars frequently feel nervous and dying caused by the force per unit area of survey, overburden of household and occupation, which block the advancement of survey. It is good for unfastened educational establishments to organize a psychological guidance country online through BBS, QQ group, micro-blogging group, micro-letter group and other IT technologies, to supply psychological guidance and aid to scholars meeting psychological jobs.
Learning Process and Personalized Enrollment Management Services
To supply pupils with individualized, user-friendly, high quality, easiness of direction services is important content of non-academic pupil support services. On one manus, unfastened educational establishments need to develop enrollment direction system for freshly enrolled scholars to set up registration archive, to update information of registration, to form test and perfect pupil mark direction. On the other manus, it is necessary to set up a national registration dealing subsystem connected by web from which we can assist single pupil to finish common acknowledgment of credits, freedom, transportation to another school, alteration major and etc. Because different pupils came from different civilization degree and household, they will hold different demands of acquisition. To run into their demands by utilizing enrollment dealing system can outdo embody personalized and individualized services.
To supervise and pull off learning procedure is an of import factor for guaranting survey quality. Since most distance scholars are working grownups, who ever ignore some of import contents in larning procedure due to busy work, distance unfastened educational establishments should be able to supply tracking services to pupils. It can enter larning procedure of pupils and the executions of survey programs, estimation larning advancement of pupils, visit those slower scholars and remind them of survey, aid pupils work outing jobs, excite the survey motive of scholars and cut down the dropout rate. There should be fixed instructors to maintain in touch with those possible dropouts, who has n’t registered, taken test, paid in a few semesters. They can ask the demands of pupils and supply timely feedback and aid to them. Active trailing services reflect services of humanity to the full, and it is clear that first-class survey tracking system and individualized direction is an of import foundation for quality direction.
Educational Administration Information and Ancillary Servicess
Many MIS such as educational disposal direction system, online course-chosen system and educational disposal information questioning system, are widely used in unfastened educational establishments either in intranet or in cyberspace. With aid of those MIS, Students can register for class, registry for class scrutiny, question mark, choice class online, query a assortment of educational disposal information and reappraisal graduation on the web. It makes pupils ‘ larning manner more flexibleness and instructors ‘ support services more efficaciously, and the degree of learning direction and services besides increase significantly.
Application of IT on accessory services except larning survey content, including on-line measure payment, often asked inquiries, on-line proficient support and accessory services, etc. , enhances the overall service capacity of unfastened educational establishments greatly.
3 The Evaluation Index System on Enhancing Role of IT on the Quality of Student Support Servicess
As mentioned above, we hope to utilize SERVQUAL graduated table proposed by PZB to research the heightening function of IT on the quality of pupil support services affected by tangibles, dependability, reactivity, confidence and empathy, in two facets including academic pupil support services and non-academic pupil support services.
3.1 Influencing Factors Analysis of Student Support Services ‘ Quality
Dependability of Student Support Services ‘ Quality
Reliability is an ability to put to death service understandings faithfully and accurately. The dependable services desired are to put to death all understandings seasonably in the promised manner without any mistake. In fact, the dependability asks unfastened educational establishments to avoid mistakes in the procedure of service, because the mistakes is non merely means direct economic losingss to open educational establishments, but besides means losing a batch of possible pupils.
The rating factors of the dependability of academic pupil support services ‘ quality are as following: Teachers can sporadically tracking study on pupils ‘ acquisition position, and give appropriate counsel on larning scheme ( Q1 ) ; Diversified larning resources of school can be accessed handily and successfully ( Q2 ) ; Students can easy take guidance, tutorials, and panel treatments and other acquisition activities through a assortment of information tools, such as course of study BBS, QQ group, Fetion, micro-blogging and etc. ( Q3 ) .
The rating factors of the dependability of academic pupil support services ‘ quality are as following: Students could expeditiously confer with and larn through a assortment of information channels, such as school place page, phone, QQ and Fetion and other instant message tools, mail, forums, SMS and etc. ( Q4 ) ; Students can acquire effectual psychological guidance services by a assortment of information channels ( Q5 ) ; Students can easy cover with the affairs related to enrollment dealing in the state, such as common acknowledgment of credits, freedom, transportation to another school, alteration major and etc. ( Q6 ) ; School proctors pupils ‘ larning procedure by perfect monitoring system, such as categories, assignments, scrutinies and other learning-related reminders, early warning prompts and returning of unfinished survey planning and etc. ( Q7 ) ; School provides convenient and dependable educational disposal direction system, such as class enrollment, enrollment of class scrutiny, mark question, on-line class, a assortment of learning information question, reappraisal of graduation and etc. ( Q8 ) ; School offers convenient and dependable moving subsidiary services, such as on-line measure payment, often asked inquiries, on-line proficient support and etc. ( Q9 ) .
Assurance of Student Support Services ‘ Quality
Assurance needs the instructor has knowledge, courtesy, and expressed a confident and believable capacity. It can heighten the pupils ‘ assurance of unfastened educational service quality and the sense of security. When pupils are speaking with instructors, instructors ‘ friendly, sort, warm attitude and huge cognition can give pupils assurance and sense of security. These can advance pupils to take portion in the unfastened educational institute. Friendly attitude and concern accomplishments are both indispensable.
The rating factors of the confidence of academic pupil support services ‘ quality are as following: Teachers can utilize information tools familiar to pupils, to give them advices with the attitude of regard ( Q10 ) ; School can learn pupils advanced and modern cognition content though a assortment of information channels ( Q11 ) ; Teachers can take many different steps to pass on with pupil professionally, heartily and tolerantly ( Q12 ) .
The rating factors of the confidence of non-academic pupil support services ‘ quality are as following: Students could obtain efficient and polite consulting services and larning contents through a assortment of information channels ( Q13 ) ; Students can acquire psychological guidance services by a assortment of information channels with privateness protecting ( Q14 ) ; School proctors pupils ‘ acquisition procedure and remind suitably, which has to be polite and do non interfere with the normal life of pupils ( Q15 ) ; School is get downing from the position of pupils to supply assorted accessory services ( Q16 ) .
Responsiveness of Student Support Services ‘ Quality
The responsivenessA isA to assist studentsA and to show theA desire providing services rapidly and effectively.A Allowing studentsA toA delay without anyA instructionsA or account forA theA pupils will haveA unnecessaryA negative impact onA the quality perception.A StudentsA might experience that theyA are non respected and have no basicA right to know.A When service failureA occurs, sincerelyA apology and work outing jobs quicklyA canA calmA angry sentiments ofA pupils and haveA a positive impact on the quality perception.A WhetherA unfastened educationalA institutionsA could fulfill theA assorted requirementsA ofA pupils will bespeak the service orientation of the unfastened educationalA establishments, that is, whetherA the involvements of studentsA are put inA theA firstA place.A At the same clip, A theA efficiencyA of service deliveryA isA alsoA a contemplation of theA service quality of theA unfastened educational institutions.A Surveies have shown that the clip of studentsA waiting for serviceA isA the of import influence factor for the feeling, feeling and satisfaction of pupils, andA the formationA ofA theA imageA ofA the unfastened educationalA establishments inA theA service bringing process.A So shorteningA the waitingA clip andA improvingA theA efficiencyA ofA service deliveryA can effectivelyA improveA the service qualityA ofA the unfastened educational establishment.
The rating factors of the reactivity of academic pupil support services ‘ quality are as following: Learning resource update seasonably ( Q17 ) ; Diversified larning resources of school can be accessed rapidly ( Q18 ) ; Students can rapidly take guidance, tutorials, and panel treatments and other acquisition activities through a assortment of information tools ( Q19 ) .
The rating factors of the reactivity of non-academic pupil support services ‘ quality are as following: Students could rapidly confer with and larn through a assortment of information channels, and instructors can reply every bit shortly as possible ( Q20 ) ; Students can acquire speedy psychological guidance services by a assortment of information channels ( Q21 ) ; Students can rapidly cover with the affairs related to enrollment dealing in the state ( Q22 ) ; School proctors pupils ‘ acquisition procedure and provide many reminder maps seasonably, such as prep reminder, exam reminder, pre-warning for incomplete survey program and etc. ( Q23 ) ; School provides a fast educational disposal direction system ( Q24 ) ; School offers fast moving subsidiary services, and jobs can be quickly corrected ( Q25 ) .
Tangibles of Student Support Services ‘ Quality
TangiblesA refer to theA quality of physical installations, A equipment, A teacher resources and communicationA stuffs of theA openA educational establishments. TheA hardware ofA the Open and Distance EducationA InstitutionsA is essential.A Modern equipments and back uping laboratory equipments can heighten students’A confidenceA andA besides help to entree betterA learning effects.
The rating factors of the tangibles of academic pupil support services ‘ quality are as following: Teaching resources content ( such as text editions and courseware ) is sensible, and contributing to larning ( Q26 ) ; Learning resources support platform is contributing to larning ( Q27 ) ; Online guidance and replying system can be used handily ( Q28 ) .
The rating factors of the tangibles of non-academic pupil support services ‘ quality are as following: School website provides clear information of acquisition and processing usher ( Q29 ) ; Educational disposal direction system is contributing to pupils ‘ self- acquisition direction ( Q30 ) ; Website and related systems platform operating usually, and can be accessed ( Q31 ) .
Empathy of Student Support Services ‘ Quality
Empathy is seting the establishments themselves in the pupils ‘ place and giving individualized attending to pupils. Empathy exhibits that open educational establishments could pass on actively with the pupils and understand the demands of pupils. The establishments could set learning content and methods harmonizing to the demands of pupils in the instruction procedure, and supply different services for different pupils.
The rating factors of the empathy of academic pupil support services ‘ quality are as following: Targeted survey suggestions are provided to appropriate pupils ( Q32 ) ; Diversified larning resources of school focal point on making and prolonging pupils ‘ survey motive ( Q33 ) ; Online guidance and replying system supplies single guidance and Q & A ; A ( Q34 ) ; Online live schoolrooms provide targeted clip, survey contents, and learning stuff to pupils sing the state of affairs of pupils ( Q35 ) .
The rating factors of the empathy of non-academic pupil support services ‘ quality are as followers: Through IT channels, schools can supply targeted larning relevant advice for destitute pupils ( Q36 ) ; Through IT channels, schools can supply targeted psychological guidance services for destitute pupils ( Q37 ) ; Through registration dealing system, schools can alter registration for destitute pupils ( Q38 ) ; Schools build single acquisition monitoring file for every pupil and supply personalized learning rating feedback and larning abnormalcies remind ( Q39 ) ; Online educational direction disposal system, payment system, and proficient issues can ever give individualized support ( Q40 ) .
3.2 Evaluation Index Systemi?s ” IT application fields-service quality publicity ” two dimensions framework
Those five quality act uponing factors mentioned above complement and influence each other, although each stand foring a certain facets of service quality, they work together to act upon pupils ‘ rating to service quality. This paper set up rating index system model from IT application and service quality publicity dimensions, select and right rating index harmonizing to the advices from professional and practical individuals. Harmonizing with physical truth and easy measurement is the chosen rule of rating index. After cutting non appropriate indexes, we get 40 rating indexes listed as table 1.
Table 1. Evaluation Index Systemi?s ” IT application fields-service quality publicity ” two dimensions framework
Service quality
publicity
IT application Fieldss
Dependability
Assurance
Responsiveness
Tangibles
Empathy
Academic pupil support services
Tracking pupils ‘ acquisition procedure
Q1
Q10


Q32
Diversified acquisition resources
Q2
Q11
Q17i??Q18
Q26i??Q27
Q33
Synergistic instruction and acquisition for instructors and pupils with IT
Q3
Q12
Q19
Q28
Q34i??Q35
Non-Academic pupil support services
Study Consulting and Psychological Counseling Services
Q4i??Q5
Q13i??Q14
Q20i??Q21
Q29
Q36i??Q37
Learning Process and Personalized Enrollment Management Services
Q6i??Q7
Q15
Q22i??Q23
Q30
Q38i??Q39
Educational Administration Information and Ancillary Servicess
Q8i??Q9
Q16
Q24i??Q25
Q31
Q40
4 Choosing Evaluation Method of Student Support Services Quality
SERVPERF method derived from SERVQUAL is selected in this research. SERVQUAL apply gap theoretical account to measure service quality. That is, service quality degree is determined by the spread of client outlooks and perceptual experiences. This method necessitate client thought of their outlooks of service before they evaluate service quality. Fan WenQiang and Jin HuiFeng ( 2010 ) point out: it is hard for pupils to definite their outlooks before being served, and even there are outlooks, it is hard to mensurate accurately on former outlooks for rating. Oliver thinks it will cipher clients ‘ outlooks repeatedly by utilizing SERVQUAL method to mensurate client perceived service quality. SERVPERF method can mensurate clients ‘ perceptual experiences for service quality straight. In this method, client ‘s subjective rating to service quality is the consequence of the comparing between fanciful services and practical services. We think SERVPERF method is more suited to measure pupil support services quality than SERVQUAL does. This research gets pupils ‘ perceived service quality through inquiring inquiry like service quality you perceived ” straight with questionnaire.
5 The existent rating of Open Education in ShenZhen Radio & A ; Television University
The questionnaire set seven grades for response of pupil to service quality. That is, from 1 to 7, the greater value means the higher rating of pupils for the service quality. Students of e-commerce and concern disposal in Shenzhen wireless & A ; Television University have participated in this study. The questionnaire both in electronic and in paper, it is sent out and retrieved at the terminal of semester for supplying pupils to perceive service, so the rating of pupils for the service quality is comparatively accurate. 127 questionnaires have been sent out, 93 effectual questionnaires have been retrieved. Among them, there are 42 male childs and 51 misss, 84 pupils are full-time staff about 93.32 % , 9 pupils are non-full- clip staff.
5.1 Reliability and Validity Analysis
It is Cronbach ‘s I± coefficient which is most normally used in questionnaire analysis, to be used for dependability analysis. We calculate I± coefficient of the overall rating is 0.863 by utilizing SPSS 13.0 package. I± coefficient of Each of the five service quality is 0.953 ( dependability ) , 0.894 ( confidence ) , 0.838 ( reactivity ) , 0.867 ( tangibles ) , 0.822 ( empathy ) . Since all coefficients are above 0.80, the dependability of questionnaire is good. Evaluation index is established by utilizing IT application fields-service quality publicity ” two dimensions model, and corrected harmonizing to professional ‘s advice often. Although it is still non perfect, the cogency of questionnaire is good. It is an ideal method to prove the cogency of questionnaire by utilizing collateral factor analysis. As a instance survey and with the limitation of study sample size, we do non prove the cogency of questionnaire.
5.2 Evaluation Result Analysis for Enhancing Role of IT on Service Quality
Evaluation consequence of all indexes
The rating of all indexes from pupil is listed as table 2. We have sequenced the mean value of pupil perceived quality index in falling order.
Table 2. Evaluation for Enhancing Role of IT on Service Quality
Evaluation index
Quality
Average
Kind
Evaluation index
Quality
Average
Kind
Q3
dependability
5.90
1
Q7
dependability
4.91
21
Q4
dependability
5.81
2
Q19
reactivity
4.91
21
Q8
dependability
5.81
2
Q23
reactivity
4.91
21
Q18
reactivity
5.81
2
Q30
tangibles
4.91
21
Q2
dependability
5.72
5
Q6
dependability
4.82
25
Q16
confidence
5.72
5
Q28
tangibles
4.82
25
Q20
reactivity
5.64
7
Q29
tangibles
4.82
25
Q31
tangibles
5.55
8
Q38
empathy
4.82
25
Q17
reactivity
5.45
9
Q35
empathy
4.73
29
Q12
confidence
5.36
10
Q22
reactivity
4.64
30
Q15
confidence
5.36
10
Q33
empathy
4.64
30
Q9
dependability
5.27
12
Q39
empathy
4.64
30
Q10
confidence
5.27
12
Q40
empathy
4.55
33
Q13
confidence
5.18
14
Q36
empathy
4.45
34
Q24
reactivity
5.18
14
Q34
empathy
4.36
35
Q11
confidence
5.09
16
Q32
empathy
4.27
36
Q1
dependability
5
17
Q5
dependability
4.18
37
Q25
reactivity
5
17
Q21
reactivity
4.09
38
Q26
tangibles
5
17
Q14
confidence
4
39
Q27
tangibles
5
17
Q37
empathy
4
40
The top 10 rating indexes ( including 11 points ) consists of 4 dependability indexes, 3 confidence indexes, 3 reactivity indexes, 1 tangibles index and 0 empathy index. From that, we can happen out pupils give highest ratings on convenience and diverseness of Shenzhen Radio & A ; Television university web site, larning resources support platform and other system platform, they besides have a high acknowledgment on updating platform resources, response rate, pass oning with instructors in multi-communications, instructors ‘ enthusiasm and answer rate of instructors.
The last 10 rating indexes ( including 11 points ) consists of 1 dependability index, 1 confidence indexes, 2 reactivity indexes, 0 tangibles index and 7 empathy indexes. From that, we can happen out pupils give lowest ratings on overall empathy indexes. It indicates that pupils individualized attending and guidance are wholly neglected by Shenzhen Radio & A ; Television University, taking to the lowest trueness of pupil for school. In add-on, the lowest rating indexes such as Q37, Q14, Q21 and Q5 are related with psychological guidance services. It is clear that school has neglected to supply psychological guidance services to pupils, and pupils will likely drop out due to the force per unit area of survey and work. This consequence is fundamentally accorded with above analysis of top 10 rating indexes.
Evaluation consequence of five dimensions of service quality
Add all mean values of sensed service quality in same dimension of service quality, divided by the figure of rating indexes in same dimension, we can acquire evaluation consequence of five service quality. It is dependability ( 5.2727 ) , confidence ( 5.1429 ) , reactivity ( 5.0707 ) , tangibles ( 5.0151 ) and empathy ( 4.4848 ) , which is sorted by falling order. The highest rating index is dependability, the lowest is empathy.
Overall rating of the quality of pupil support services
We calculate the amount of all rating indexes ‘ tonss, divided by the entire figure of rating indexes, and so acquire the overall rating consequence of the quality of pupil support services is 4.9886. It is the un-weighted SERVPERF method that developed from SERVQUAL. Harmonizing to the consequence, we can cognize that the unfastened instruction pupils in Shenzhen Radio & A ; Television University are by and large satisfied with the quality of pupil support services. However, we have to remind that SERVQUAL and SERVPERF method both are more concern about the consequences of the rating index of every service quality instead than the overall mark.
The consequence besides explains why the pupil enrollment rate of Shenzhen Radio & A ; Television University had a leap ascent from 2010 ( fall ) to 2011 ( spring ) after it used advanced information engineering to better basic substructure, and since so upgraded weakly. Registered state of affairs is shown as Table 3. The pupil enrollment rate demonstrates the satisfaction grade on all services school supplied. The cardinal factors impacting the enrollment rate is how to utilize IT to run into pupils ‘ single demands and better their service experience. In this respect, the Open University has done really good. It builds larning files and personal place page for each pupil and regulations each usher teacher merely have 25 pupils to pass on their acquisition province and give targeted counsel on a regular basis. These thoughtful personalized services conveying the Open University first-class repute and high quality of service perceived degree.
Table 3. The past five semesters registered state of affairs of Shenzhen Radio & A ; Television University Open Education
Semester
Registration Number
Registered
Number
The Registration Rate
2009 ( fall )
16647
13026
78.2 %
2010 ( spring )
18150
13891
76.5 %
2010 ( fall )
19487
15534
79.7 %
2011 ( spring )
19132
16381
85.6 %
2011 ( fall )
19988
17247
86.3 %
6 Decisions
This paper adopted Shenzhen Radio & A ; Television University Open Education as a instance survey to research the heightening function of IT on the quality of pupil support services. We found that it had successfully used IT to convey really convenient and diversified services to pupils, but had to maintain on bettering pupil personalized services and psychological guidance.
This paper established and designed rating index system based on IT application fields-service quality publicity ” two dimensions framework. The IT application Fieldss included academic and non-academic pupil support services. The service quality publicity included tangibles, dependability, reactivity, confidence and empathy. And the quality of pupil support services was measured by the SERVPERF method. This two dimensions framework rating method is helpful to understand the public presentations on specific facets of pupil support services, and so make targeted betterment for the unfastened educational establishments.

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