E-resources
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Vulić Marko
06/2013Dissertation
In modern e-learning systems student is the key subject that has the most important impact on learning process outcome. Student relationship management is considered as one of the methods for improving process of communication between educational institutions and students. Development and ubiquity of ICT foster application of sophisticated tools and services for student relationship management. Further, e-learning systems provide new ways of communication and collaboration with students. The subject of this thesis is development of model for student relationship management in e-education. Main hypothesis that is developed and proved in the dissertation is that implementation of system for student relationship management and integration into a learning management system improve performance of the educational process, provide high degree of collaboration among stakeholders in education and increase student satisfaction and loyalty. System for student relationship management provides plethora of services and tools that enable communication and collaboration among all entities in educational process, promotion of educational institutions and maintaining good relationships with students before and after graduating. Different technologies and platforms are discussed as solutions for development of system for student relationship management: cloud computing, digital identity management, social media, technologies for data analytics and mobile technologies. Software solutions for student relationship management and learning management systems are analyzed. Detailed analysis of scientific researches and results within the area of student relationship management was provided. In the central part of the dissertation, model for student relationship management was defined in details. Further, method for integration of the model and existing learning management system, Moodle. Suggested model included both infrastructure and architecture of the system for student relationship management, model for business processes realization, as well as model for evaluation. In experimental part of the doctoral thesis developed model for student relationship management was used in realization of educational process at Laboratory for e- Business, Faculty of Organizational Sciences. The research results showed that implemented model and its integration with system for e-learning contribute to better collaboration and communication between students and educational institution and increase performances of the educational process. Analysis of results showed that model was flexible, extensible, modular and enabled integration of different services within student relationship management system. The model can be applied as standard system and pattern for improvement of e-education process within higher institutions for higher education in Serbia. U savremenim sistemima elektronskog obrazovanja student predstavlja ključni subjekat koji ima najznačajniji uticaj na ishod obrazovnog procesa. Upravljanje odnosima sa studentima se razmatra kao jedan od metoda za unapređenje procesa komunikacije između obrazovne institucije i studenata. Razvoj i sveprisutnost informaciono-komunikacionih tehnologija omogućuje primenu naprednih alata i servisa za upravljanje odnosima sa studentima. Sistemi elektronskog obrazovanja obezbeđuju nove načine komunikacije i saradnje sa studentima. Predmet istraživanja doktorske disertacije je razvoj modela za upravljanje odnosima sa studentima u elektronskom obrazovanju. Glavna hipoteza koja je razvijena i dokazana u okviru doktorske disertacije jeste da se implementacijom sistema za upravljanje odnosima sa studentima i njegovom integracijom u sistem elektronskog obrazovanja poboljšavaju performanse obrazovnog procesa, ostvaruje visok stepen kolaboracije među učesnicima u obrazovanju i postiže veće zadovoljstvo i lojalnost studenata. Sistem za upravljanje odnosima sa studentima obezbeđuje niz servisa i alata koji omogućuju komunikaciju i saradnju svih učesnika u obrazovnom procesu, promociju obrazovnih institucija i održavanje uspešnih odnosa sa studentima tokom i nakon studiranja. U disertaciji se razmatraju različite tehnologije i platforme koje se mogu primeniti u razvoju sistema za upravljanje odnosima sa studentima: cloud computing, upravljanje digitalnim identitetima, društveni mediji, tehnologije za analitiku, mobilne tehnologije. Analizirana su softverska rešenja za upravljanje odnosima sa studentima i sistemi za upravljanje učenjem na daljinu. Data je detaljna analiza dosadašnjih rezultata istraživanja iz oblasti upravljanja odnosima sa studentima. U centralnom delu disertacije definisan je model za upravljanje odnosima sa studentima, kao i metod za integraciju sa postojećim sistemom za upravljanje učenjem. Predloženi model obuhvata infrastrukturu i arhitekturu sistema za upravljanje odnosima sa studentima, model realizacije poslovnih procesa, kao i model evaluacije sistema. U eksperimentalnom delu doktorske disertacije razvijeni model za upravljanje odnosima sa studentima u elektronskom obrazovanju primenjen je u realizaciji nastavnog procesa u Laboratoriji za elektronsko poslovanje Fakulteta organizacionih nauka. Rezultati istraživanja pokazali su da se primenom modela za upravljanje odnosima sa studentima unapređuju performanse obrazovnog procesa i omogućuje bolja saradnja i komunikacija učesnika u obrazovnom procesu. Analiza rezultata je pokazala da je razvijeni model fleksibilan, proširiv, modularan i omogućuje integraciju različitih servisa sistema za upravljanje odnosima sa studentima. Razvijeni model se može primeniti kao standardni sistem i šablon za unapređenje procesa elektronskog obrazovanja u visokoškolskim institucijama u Srbiji.
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