Prelude to Full Online Learning: Educational Interventions from the Voice of the Customers

Abstract

Learning institutions and universities have made a huge and forced transition to full online learning modality in the school year 2020 -2021. Specifically, before this, blended learning environments have taken its place in most education al setup and it is customary to allow students, pertaining to as the voice of the customer to provide immediate feedback through surveys to collect views covering their satisfaction in the entire course as the semester concludes. In Jose Rizal University, student feedback is gathered in several survey instruments. One is the Canvas Experience Survey, which al lows students to submit feedback on the effectiveness of the blended learnin g course implementation. It seeks student feedback on areas where the teaching and learning process could be improved. This paper creates a venu e for educational interventions directly from the students, as the voice o f the customer. It creates a course feedback mining system that will allow the administrators to examine the shortcomings of their clients' blended learning experiences and, as a result, intervene to improve them. An analysis of the student responses from Canvas experience survey is prese nted quantitatively and a qualitative text mining approach comprising of text pre -processing using lemmatization and n-gram, aspect extraction, sentiment analysis employing VADER, and recommendatory statement action plan intervention shall be accessed by inst itution’s respective group ssupporting them to the continuous improvement of the teaching and learning cycl eimplementation of blended learning courses. A mean of the numerical value of the selectedcourse totals to 3.71 interpreted as Strongly Agree and a n overall sentiment polarity score of0.14 resulting in a positive sentiment. The correlation r value is -0.43 which results in amoderate relationship. As aspects were extracted from responses from each question,educati onal interventions through statemen t action plans are accessed by the respecti ve office toaddress these concerns. Therefore, prelude to full online learning modality, the students ’ voicewas heard, and it expedites the University stakeholders in the improvement cycle to coursesoffered under the blended learning programs of the University.