Explorando la satisfacción y la insatisfacción del estudiantado universitario en enseñanza remota de emergencia

• Autores: Nataly Guiñez Cabrera, Katherine Mansilla Obando
• Localización: Actualidades Investigativas en Educación, ISSN-e 1409-4703, Vol. 22, Nº. 1, 2022
• Idioma: español
• DOI: 10.15517/AIE.V22I1.49066
• Enlaces
  • Texto completo
• Resumen

  • La dispersión de la pandemia de la COVID-19 ha generado consecuencias en la educación, especialmente, en la enseñanza en las instituciones de educación superior (IES). Con el fin de mantener la educación en Chile y evitar los contagios, se optó por una enseñanza remota de emergencia o sin planificación. En esta modalidad, el alumnado de las IES ha tenido que desempeñar sus labores educativas en línea y desde sus hogares para mantener así el distanciamiento social con el personal docente, administrativo y el resto del estudiantado, por lo que ha tenido que enfrentar nuevas experiencias. El objetivo de esta investigación es explorar los principales factores de satisfacción e insatisfacción del estudiantado en la enseñanza remota de emergencia en 8 IES estatales y privadas en Chile. Se utilizó una metodología cualitativa y la técnica de incidentes críticos para analizar 14 entrevistas semiestructuradas de estudiantes de universidad pertenecientes a alguna de las IES analizadas. Estas entrevistas se realizaron en marzo 2021 acorde a lo sucedido en el periodo académico 2020. Los resultados indican siete categorías que explican los incidentes satisfactorios e insatisfactorios: “enseñanza-aprendizaje”, “acceso a los recursos tangibles”, “profesor”, “relaciones sociales”, “servicio de apoyo”, “acceso al servicio en línea” y “calidad-precio”. Estas entregan nuevos aprendizajes a las IES chilenas de este estudio, según el proceso de enseñanza sin planificación que surge producto de la crisis sanitaria, que es útil considerar durante situaciones similares en el futuro. Además, esta investigación aporta a la literatura de satisfacción e insatisfacción de las IES.

• Referencias bibliográficas
  • Adnan, Muhammad., and Anwar, Kainat. (2020). Online Learning amid the COVID-19 Pandemic: Students' Perspectives. Online Submission, 2(1),...
  • Affouneh, Saida., Salha, Soheil., and Khlaif, Zuheir. (2020). Designing quality e-learning environments for emergency remote teaching in coronavirus...
  • Ali, Afzaal., and Ahmad, Israr. (2011). Key factors for determining students' Satisfaction in distance learning courses: A study of Allama...
  • Anderson, Shannon., Pearo, Lisa Klei., and Widener, Sally K. (2008). Drivers of Service Satisfaction: Linking Customer Satisfaction to the...
  • Bickle, Marianne C., Rucker, Ryan D., and Burnsed, Katherine Annette. (2019). Online learning: Examination of attributes that promote student...
  • Bolliger, Doris. (2004). Key factors for determining student satisfaction in online courses. International Journal on E-learning, 3(1), 61-67....
  • Bozkurt, Aras., and Sharma, Ramesh. (2020). Emergency remote teaching in a time of global crisis due to CoronaVirus pandemic. Asian Journal...
  • Braun, Virginia., and Clarke, Victoria. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3, 77–101. doi:...
  • Budur, Taylan., Demir, Ahmet., and Cura, Fatih. (2021). University Readiness to Online Education during Covid-19 Pandemic. International Journal...
  • Cabero-Almenara, Julio., y Llorente-Cejudo, Carmen. (2020). Covid-19: transformación radical de la digitalización en las instituciones universitarias....
  • Cadotte, Ernest., and Turgeon, Normand. (1988). Key factors in guest satisfaction. Cornell Hotel and Restaurant Administration Quarterly,...
  • Cao, Wenjun., Fang, Ziwei., Hou, Guoqiang., Han, Mei., Xu, Xinrong., Dong, Jiaxin., and Zheng, Jianzhong. (2020). The psychological impact...
  • Celik, Bilal., Ozden, Kemal., and Dane, Senol. (2020). The Effects of COVID-19 Pandemic Outbreak on the Household Economy. Journal of Research...
  • Chen, Tinggui., Peng, Lijuan., Yin, Xiaohua., Rong, Jingtao., Yang, Jianjun., and Cong, Guodong. (2020). Analysis of User Satisfaction with...
  • Cohen, Louis., Manion, Lawrence., and Morrison, Keith. (2007). Research Methods in Education (6th ed.). New York, NY: Routledge. doi: https://doi.org/10.4324/9780203224342
  • Cole, Michele., Shelley, Daniel., and Swartz, Louis. (2014). Online instruction, e-learning, and student satisfaction: A three year study....
  • Corbin, Juliet., and Strauss, Anselms. (2015). Basics of Qualitative Research: Techniques and Procedures for Developing (4th ed.). Sage Publications....
  • Crawford, Joseph., Butler-Henderson, Kerryn., Rudolph, Jürgen., Malkawi, Bashar., Glowatz, Matt., Burton, Rob., Magni, Paola., and Lam, Sophia....
  • Croxton, Rebecca. (2014). The role of interactivity in student satisfaction and persistence in online learning. Journal of Online Learning...
  • DeShields, Oscar., Kara, Ali., and Kaynak, Erdener. (2005). Determinants of business student satisfaction and retention in higher education:...
  • Douglas, Jacqueline., Douglas, Alexander., McClelland, Robert., and Davies, John. (2015). Understanding student satisfaction and dissatisfaction:...
  • Dumford, Amber., and Miller, Angie. (2018). Online learning in higher education: exploring advantages and disadvantages for engagement. Journal...
  • Edvardsson, Bo., and Roos, Inger. (2001). Critical incident techniques: Towards a framework for analysing the criticality of critical incidents....
  • Elliot, Kevin., and Shin, Dooyoung. (2002). Student satisfaction: an alternative approach to assessing this important concept. Journal of...
  • Fatoni, Arifiati Nurce., Nurkhayati, Etty., Nurdiawati, Ela., Fidziah., Pamungkas Giantoro., Adha, Suhroji., Irawan, Purwanto Agus., Julyanto,...
  • Fawaz, Mirna., and Samaha, Ali. (2021). E-learning: Depression, anxiety, and stress symptomatology among Lebanese university students during...
  • Flanagan, John. (1954). The critical incident technique. Psychological bulletin, 51(4), 327. doi: https://doi.org/10.1037/h0061470
  • García-Peñalvo, Francisco., y Corell, Alfredo. (2020). La COVID-19: ¿enzima de la transformación digital de la docencia o reflejo de una crisis...
  • García-Peñalvo, Francisco., Corell, Alfredo., Abella-García, Victor., y Grande, Mario. (2020). La evaluación online en la educación superior...
  • Gonzalez, Teresa., De La Rubia, M. Angeles., Hincz, K. P., Comas-Lopez, M., Subirats, Laia., Fort, Santi., and Gomez-Monivas, Sacha. (2020)....
  • Gremler, Dwayne. (2004). The Critical Incident Technique in Service Research. Journal of Service Research, 7(1), 65–89. doi: https://doi.org/10.1177/1094670504266138
  • Hamdan, Khaldoun., Al-Bashaireh, Ahmand., Zahran, Zainab., Al-Daghestani, Amal., Samira, AL-Habashneh., and Shaheen, Abeer. (2021). University...
  • Hasan, Najmul., and Bao, Yukun. (2020). Impact of “e-Learning crack-up” perception on psychological distress among college students during...
  • Herzberg, Frederick A., Mausner, Bernard., and Snyderman, Barbara. (1959). The motivation to work. New York: Wiley.
  • Hodges, Tracey., Kerch, Cailin., and Fowler, Melisa. (2020). Teacher Education in the Time of COVID-19: Creating Digital Networks as University-School-Family...
  • Holloway, Betsy., and Beatty, Sharon (2008). Satisfiers and dissatisfiers in the online environment: A critical incident assessment. Journal...
  • Johnston, Robert. (1995). The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service Industry Management,...
  • Loton, Daniel., Parker, Philip., Stein, Cameron., and Gauci, Sally. (2020). Remote learning during COVID-19: Student satisfaction and performance....
  • Maqbool, Saima; Ismail, Shaik Abdul Malik Muhamed., and Maqbool, Saira. (2020). Correlational study between learning motivation and satisfaction...
  • Miles, Matthew., Huberman, Michael., and Saldana, Johnny. (2019). Qualitative Data Analysis: A Methods Sourcebook (4th ed.). Los Angeles:...
  • Mittal, Vikas., Kumar, Pankaj., and Tsiros, Michael. (1999). Attribute-level performance, satisfaction, and behavioral intentions over time:...
  • Mohammed, Kurdistan Salih., Rashid, Chnar Abdullah., Salih, Hajar Abdulaqdir., and Budur, Taylan. (2020). The role of online teaching tools...
  • Muthuprasad, Thiyaharajan., Aiswarya, S., Aditya, K. S., and Jha, Girish Kumar. (2021). Students’ perception and preference for online education...
  • Özgen, Carner., and Reyhan, Servet. (2020). Satisfaction, utilitarian performance and learning expectations in compulsory distance education:...
  • Redmann, Donna. H., Lambrecht, Judith J., and Stitt-Gohdes, Wanda L. (2000). The critical incident technique: A tool for qualitative research....
  • Rogowska, Aleksandra., Kuśnierz, Cezary., and Bokszczanin, Anna. (2020). Examining Anxiety, Life Satisfaction, General Health, Stress and...
  • Shapira-Lishchinsky, Orly. (2011). Teachers’ critical incidents: Ethical dilemmas in teaching practice. Teaching and teacher education, 27(3),...
  • Shim, Tae Eun., and Lee, Song Yi. (2020). College students’ experience of emergency remote teaching due to COVID-19. Children and Youth Services...
  • Sterling, Kenneth. (2015), Student Satisfaction with Online Learning. UC Santa Barbara, California. https://bit.ly/3qBCYkV
  • Tam, Maureen. (2001). Measuring quality and performance in higher education. Quality in higher Education, 7(1), 47-54. doi: https://doi.org/10.1080/13538320120045076
  • Toquero, Cathy. (2020). Challenges and Opportunities for Higher Education Amid the COVID-19 Pandemic: The Philippine Context. Pedagogical...
  • Wang, Guanghai., Zhang, Yunting., Zhao, Jin., Zhanh, Jun., and Jianh, Fan. (2020). Mitigate the effects of home confinement on children during...
  • World Bank [Banco Mundial]. (2020). Remote Learning and COVID-19 The use of educational technologies at scale across an education system as...
  • Xu, Wen., and Zammit, Katina. (2020). Applying thematic analysis to education: A hybrid approach to interpreting data in practitioner research....