IRMA-International.org: Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

A New Model of Online Student Service in the Digital Age: Increasing Retention Based on Service Satisfaction

A New Model of Online Student Service in the Digital Age: Increasing Retention Based on Service Satisfaction
View Sample PDF
Author(s): Sallie A. Reissman (Wilmington University, USA)
Copyright: 2017
Pages: 25
Source title: Handbook of Research on Building, Growing, and Sustaining Quality E-Learning Programs
Source Author(s)/Editor(s): Kaye Shelton (Lamar University, USA)and Karen Pedersen (Online Learning Consortium, USA)
DOI: 10.4018/978-1-5225-0877-9.ch006

Purchase

View A New Model of Online Student Service in the Digital Age: Increasing Retention Based on Service Satisfaction on the publisher's website for pricing and purchasing information.

Abstract

During the fall 2011 semester, 1,089 students dropped an online course at Wilmington University. This loss totaled 11.8% of the initial online enrollment for the fall semester. This number is in staggering contrast to the drop rate for an on-campus course at the university: 6.6%. This chapter uses Wilmington University as a case study to explore why this problem exists and how to solve it: using student survey and administrative data to look at student expectations and satisfaction with current academic and co-curricular services; technical and service needs associated with online learning factors that facilitate course completion and recommend interventions to help keep students on track to complete courses.

Related Content

Carolyne Nekesa Obonyo. © 2024. 30 pages.
Darina M. Slattery. © 2024. 19 pages.
Derrick Raphael Pacheco, Brittany Devies. © 2024. 24 pages.
Yakkala B. V. L. Pratyusha, Bindi Varghese. © 2024. 19 pages.
Daniel Otieno. © 2024. 12 pages.
Youmei Liu. © 2024. 27 pages.
Kathleen O'Brien. © 2024. 36 pages.
Body Bottom