Quality dimensions and measurement of learner support services in online education: A scale development study

As of the 2020, it is seen that the interest and demand for online distance education continues to increase continuously. Many factors such as the fact that online education offers learning environments independent of time and place, and that it provides different learning experiences with the developing technology can be cited as the reasons for this increasing interest. In addition, as a result of the increase in the number of institutions providing online education and the number of learners studying in these institutions in the context of the Covid-19 epidemic, the need for qualified online education frequently comes to the fore. In order to provide a quality online education, it is important to increase the quality of learner support services. In this context, the aim of the thesis study; determining the quality dimensions of learner support services in online education and developing a measurement tool that will measure these dimensions. In the study; In terms of suitability for the purpose, exploratory sequential design from mixed research methods was chosen. In the qualitative part, which is the first part of the research, the documents obtained by detailed literature review and document analysis technique, current practices, and the studies of those who made individual contributions to the literature were subjected to content analysis. In this way, 5 sub-dimensions and sub-categories of the quality of learner support in online education were determined. An item pool of 100 items was created with the opinions of field experts regarding the categories and sub-categories obtained. Starting from the quantitative stage of our research, from the content validity to the pilot and final applications, the statistical processes of scale development were applied. As a result of the analysis; The online learning support services quality scale (CEDQ) consisting of 5 sub-dimensions and 33 items was developed as a valid and reliable scale. As a result of the study, it is seen that the quality dimensions of learner support services in online education provide a new framework to the literature. It is recommended that institutions and organizations providing online education configure their existing structures according to the determined framework. Finally, it is recommended to apply the scale developed within the scope of the study.