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Dissertation/Thesis Abstract

Customer experience in online higher education: A study of adult online college honor students
by Brakhage, Harold H., D.B.A., Baker College (Michigan), 2015, 250; 3738530
Abstract (Summary)

The researcher explored the lived experience of adult online college honor students (AOCHS) with the goal of describing critical factors that support academic success. The study addressed a gap in the literature concerning how the technology and virtual context of adult online college education are perceived, interpreted, and employed by the most successful students in undergraduate online college degree programs. Participants described how they perceived their online learning experience, what meaning they attribute to this experience, and what strategies they employ to achieve academic success in the online learning environment. The study was based on Deming’s total quality management philosophy, Nonaka’s theoretical context for knowledge generation, and the community of inquiry (CoI), a conceptual framework for online education. An online questionnaire and individual telephone interviews were used to gather qualitative data, which were analyzed using thematic coding and analytic induction to address the study’s purpose and answer the research questions. Follow-up interview subjects were purposefully selected to provide a heterogeneous sample based on self-reported demographics, priorities, and motivations. Results showed that honor students’ expect that the technologies and user interfaces in online college classes should be as engaging and effective as social media, online entertainment, and Internet commerce technologies that they use in their nonacademic lives. That online instructors should be active and encouraging participants in the learning process. And that students’ personal, academic success is supported by a mature self-image and work ethic, effective time management and workload planning, clear and timely communication with faculty members, positive collaboration with classmates, and fluent use of learning technology.

Indexing (document details)
Advisor: Vinton, John
Commitee: Dereshiwsky, Mary I., Simpson, Steven M., Stahley, James A.
School: Baker College (Michigan)
Department: Center for Graduate Studies
School Location: United States -- Michigan
Source: DAI-A 77/04(E), Dissertation Abstracts International
Subjects: Information Technology, Teacher education, Educational technology
Keywords: Community of inquiry, Hybrid thinking, Online education knowledge management, Online education technology, Online education total quality management, Online higher education
Publication Number: 3738530
ISBN: 978-1-339-28973-1
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