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http://dx.doi.org/10.18807/jsrs.2020.10.3.055

A Performance Model of Non-facing Real-time Video Lecture Service: Focusing the Perspective of Corona19 Virus Environment and Learner's Orientation  

Ahn, Yeon S. (Dept. of Business Administration, College of Business, Gachon University)
Publication Information
Journal of Service Research and Studies / v.10, no.3, 2020 , pp. 55-66 More about this Journal
Abstract
This study was attempted to demonstrate the service performance of non-face-to-face real-time video lecture service conducted in the coronavirus crisis in early 2020. Lecture service is divided into service production and service delivery from a service system perspective, and its role of lecture service system and the relationship between lecture service benefits and service satisfaction perceived by learners is demonstrated. In order to demonstrate this structural impact relationship, the result of analysis through a questionnaire survey on a total of 268 undergraduate students at G University, showed that the role and level of the non-face-to-face real-time video lecture service system affects the service convenience and service satisfaction. In the additional analysis, the learning orientation learners group perceived the service system level or role in the lecture service and the service benefit itself higher than the relationship orientation learners group. In the past, when a face-to-face class was conducted, learners group who attended a lot of extra curriculum activities perceived the benefits of coronavirus prevention lower than those of a group that did not. In this way, it is necessary to supplement the lecture service system by identifying the role expectation in the lecture service for the high relationship orientation group and the preferring extra curriculum activity group after detail research.
Keywords
non-face-to-face service; real-time video lecture service; service system; service convenience; service satisfaction;
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Times Cited By KSCI : 2  (Citation Analysis)
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