IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i6p4772-d1090779.html
   My bibliography  Save this article

Emotional Value in Online Education: A Framework for Service Touchpoint Assessment

Author

Listed:
  • Xuemei He

    (College of Design and Art, Shaanxi University of Science and Technology, Xi’an 710016, China)

  • Ning Song

    (College of Design and Art, Shaanxi University of Science and Technology, Xi’an 710016, China)

Abstract

To enhance the online education service experience, the emotional valence of the user was studied as an evaluation variable, and both qualitative and quantitative research were used to find how to evaluate online education service touchpoints. First, deconstruct the system service interface with the interactive touchpoint matrix, set service evaluation indicators from four aspects, visual guidance, learning resources, after-class evaluation, and interactive feedback, and build an online education service touchpoint evaluation system. Secondly, using Tencent Classroom as the target of research, an online education service rating experiment is created based on the two dimensions of emotional valence and perceptual cognition. With the aid of a questionnaire survey and analytic hierarchy process (AHP), a multidimensional evaluation of online education service touchpoints is accomplished using the learners’ emotional enjoyment, activation, dominance, touchpoint satisfaction, and importance as measuring indicators. Finally, concluding the assessment and optimization of online education service touchpoints, the evaluation data for the service are combined, and the evaluation results are generated using visual design. This study includes successful strategies and practical recommendations for boosting interest in e-learning services, user initiative, and excitement for learning.

Suggested Citation

  • Xuemei He & Ning Song, 2023. "Emotional Value in Online Education: A Framework for Service Touchpoint Assessment," Sustainability, MDPI, vol. 15(6), pages 1-16, March.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:6:p:4772-:d:1090779
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/6/4772/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/6/4772/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Mengfan Li & Ting Wang & Wei Lu & Mengke Wang, 2022. "Optimizing the Systematic Characteristics of Online Learning Systems to Enhance the Continuance Intention of Chinese College Students," Sustainability, MDPI, vol. 14(18), pages 1-17, September.
    2. Tinggui Chen & Lijuan Peng & Bailu Jing & Chenyue Wu & Jianjun Yang & Guodong Cong, 2020. "The Impact of the COVID-19 Pandemic on User Experience with Online Education Platforms in China," Sustainability, MDPI, vol. 12(18), pages 1-31, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Dabija, Dan-Cristian & Brătianu, Constantin & Dominici, Gandolfo & Vătămănescu, Elena-Mădălina, 2024. "Unveiling e-learning and knowledge sharing during the pandemic: From expert skills perception to student satisfaction," Technology in Society, Elsevier, vol. 77(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sameera Butt & Asif Mahmood & Saima Saleem & Shah Ali Murtaza & Sana Hassan & Edina Molnár, 2023. "The Contribution of Learner Characteristics and Perceived Learning to Students’ Satisfaction and Academic Performance during COVID-19," Sustainability, MDPI, vol. 15(2), pages 1-28, January.
    2. Wen Tang & Xiangyang Zhang & Youyi Tian, 2023. "Investigating Lifelong Learners’ Continuing Learning Intention Moderated by Affective Support in Online Learning," Sustainability, MDPI, vol. 15(3), pages 1-18, January.
    3. Daniel Mican & Luigia-Gabriela Sterie & Dan-Andrei Sitar-Tä‚Ut, 2021. "Online Education: Evaluation Of Students Perception During The Covid-19 Pandemic," Review of Economic and Business Studies, Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, issue 28, pages 99-110, December.
    4. Lu Wei & Na Liu & Junhua Chen & Jihong Sun, 2022. "Topic Evolution of Chinese COVID-19 Policies Based on Co-Occurrence Clustering Network Analysis," Sustainability, MDPI, vol. 14(4), pages 1-21, February.
    5. Nadire Cavus & Abdullahi S. Sani & Yusuf Haruna & Abdulmalik A. Lawan, 2021. "Efficacy of Social Networking Sites for Sustainable Education in the Era of COVID-19: A Systematic Review," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
    6. Lin Chen & Norzihani Saharuddin, 2024. "Exploring University Students' Self-Directed Learning in Online Learning," International Journal of Online Pedagogy and Course Design (IJOPCD), IGI Global, vol. 14(1), pages 1-17, January.
    7. Hakan Aydin, 2021. "A Study of Cloud Computing Adoption in Universities as a Guideline to Cloud Migration," SAGE Open, , vol. 11(3), pages 21582440211, July.
    8. Omar Habets & Jol Stoffers & Beatrice Van der Heijden & Pascale Peters, 2020. "Am I Fit for Tomorrow’s Labor Market? The Effect of Graduates’ Skills Development during Higher Education for the 21st Century’s Labor Market," Sustainability, MDPI, vol. 12(18), pages 1-13, September.
    9. Shamsudin Othman & Rosmaria Omar & Azhar Md Sabil, 2021. "Pandemic Covid-19: Impact to Malay Language Learning among the Students in Public Universities," International Journal of Human Resource Studies, Macrothink Institute, vol. 11(4S), pages 205224-2052, December.
    10. Jiao, Hao & Wang, Lindong & Yang, Jifeng, 2023. "Standing head and shoulders above others? Complementor experience-based design and crowdfunding success on digital platforms," Technovation, Elsevier, vol. 128(C).
    11. Zhou, Qingqing & Zhang, Chengzhi, 2021. "Breaking community boundary: Comparing academic and social communication preferences regarding global pandemics," Journal of Informetrics, Elsevier, vol. 15(3).
    12. Teo Rhun Ming & Noris Mohd Norowi & Rahmita Wirza & Azrina Kamaruddin, 2021. "Designing a Collaborative Virtual Conference Application: Challenges, Requirements and Guidelines," Future Internet, MDPI, vol. 13(10), pages 1-24, September.
    13. Eun-Jung Kim & Jinkyung Jenny Kim & Sang-Ho Han, 2021. "Understanding Student Acceptance of Online Learning Systems in Higher Education: Application of Social Psychology Theories with Consideration of User Innovativeness," Sustainability, MDPI, vol. 13(2), pages 1-14, January.
    14. Yanni Shi & Fucheng Guo, 2022. "Exploring Useful Teacher Roles for Sustainable Online Teaching in Higher Education Based on Machine Learning," Sustainability, MDPI, vol. 14(21), pages 1-19, October.
    15. Jiajia Li & Shiyu Yang & Changju Chen & Houjian Li, 2022. "The Impacts of COVID-19 on Distance Education with the Application of Traditional and Digital Appliances: Evidence from 60 Developing Countries," IJERPH, MDPI, vol. 19(11), pages 1-19, May.
    16. Sujeewa Hettiarachchi & BWR Damayanthi & Shirantha Heenkenda & DMSLB Dissanayake & Manjula Ranagalage & Lalith Ananda, 2021. "Student Satisfaction with Online Learning during the COVID-19 Pandemic: A Study at State Universities in Sri Lanka," Sustainability, MDPI, vol. 13(21), pages 1-24, October.
    17. Rui Shi & Minghao Wang & Chang Liu & Nida Gull, 2023. "The Influence of Short Video Platform Characteristics on Users’ Willingness to Share Marketing Information: Based on the SOR Model," Sustainability, MDPI, vol. 15(3), pages 1-16, January.
    18. Silvia Sumedrea & Cătălin Ioan Maican & Ioana Bianca Chițu & Eliza Nichifor & Alina Simona Tecău & Radu Constantin Lixăndroiu & Gabriel Brătucu, 2022. "Sustainable Digital Communication in Higher Education—A Checklist for Page Loading Speed Optimisation," Sustainability, MDPI, vol. 14(16), pages 1-15, August.
    19. Chenyu Zhang & Jiayue Jiang & Hong Jin & Tinggui Chen, 2021. "The Impact of COVID-19 on Consumers’ Psychological Behavior Based on Data Mining for Online User Comments in the Catering Industry in China," IJERPH, MDPI, vol. 18(8), pages 1-19, April.
    20. Maja Batez, 2021. "ICT Skills of University Students from the Faculty of Sport and Physical Education during the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(4), pages 1-13, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:6:p:4772-:d:1090779. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.