期刊名称：The International Review of Research in Open and Distributed Learning
印刷版ISSN：1492-3831
出版年度：2021
卷号：22
期号：1
页码：1-20
DOI：10.19173/irrodl.v22i1.5097
出版社：AU Press
摘要：This paper explores learners’ awareness of and satisfaction with the e-services that an open university
provides its learners through its Website. The paper further highlights the influence of age, gender, and
education levels on learners’ awareness and satisfaction levels. A case-study approach was adopted and
an online survey was used to collect data from learners in various programs of study at Uttarakhand
Open University, India. The questionnaire measured the awareness levels of learners regarding 15
frequently used e-services and their satisfaction levels with the 12 most frequently used e-services that
the university offers. Results show that gender, age, and education level have a significant influence on
the awareness and satisfaction level of the participants. When maturity level and education level of the
participants increased, they are more aware of the e-services provided by the University. In some cases,
up to 58% of users were unaware of the university’s e-services, and a large number of respondents were
either dissatisfied with or undecided regarding the university’s e-services. Results indicate that
infrastructure is required for learners’ optimal use of information and communication technology and
the e-services that the university offers, including the provision of Internet connectivity at all of the
university’s learning support centers.
关键词：e-services;Website;open and distance education;ODE;learner satisfaction;open university
