The Impact of the COVID-19 Pandemic on User Experience with Online Education Platforms in China

Tinggui Chen, Lijuan Peng, Bailu Jing, Chenyue Wu, Jianjun Yang and Guodong Cong
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Tinggui Chen: School of Statistics and Mathematics, Zhejiang Gongshang University, Hangzhou 310018, China
Lijuan Peng: School of Statistics and Mathematics, Zhejiang Gongshang University, Hangzhou 310018, China
Bailu Jing: School of Management and E-business, Zhejiang Gongshang University, Hangzhou 310018, China
Chenyue Wu: School of Management and E-business, Zhejiang Gongshang University, Hangzhou 310018, China
Jianjun Yang: Department of Computer Science and Information Systems, University of North Georgia, Oakwood, GA 30566, USA
Guodong Cong: School of Tourism and Urban-Rural Planning, Zhejiang Gongshang University, Hangzhou 310018, China

Sustainability, 2020, vol. 12, issue 18, 1-31

Abstract: During the COVID-19 pandemic, social education has shifted from face to face to online in order to avoid large gatherings and crowds for blocking the transmission of the virus. To analyze the impact of virus on user experience and deeply retrieve users’ requirements, this paper constructs a reasonable evaluation index system through obtaining user reviews about seven major online education platforms before and after the outbreak of COVID-19, and by combining the emotional analysis, hot mining technology, as well as relevant literature. At the same time, the variation coefficient method is chosen to weigh each index based on the difference of index values. Furthermore, this paper adopts the comprehensive evaluation method to analyze user experience before and after the outbreak of COVID-19, and finally finds out the change of users’ concerns regarding the online education platform. In terms of access speed, reliability, timely transmission technology of video information, course management, communication and interaction, and learning and technical support, this paper explores the supporting abilities and response levels of online education platforms during COVID-19, and puts forward corresponding measures to improve how these platforms function.

Keywords: online education platform; evaluation index; coefficient of variation; user experience; COVID-19 (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (20)

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