Learner–Instructor Telephone Interaction: Effects on Satisfaction and Achievement of Online Students

Abstract

The telephone has a long history as a distance learning technology. This study investigated its impact on the satisfaction and achievement of online students. To measure satisfaction, the expectancy disconfirmation paradigm was used. Online students completed an instrument based on this paradigm at the beginning and end of the semester. A randomly selected treatment group received one telephone call from their instructor during the first two weeks of the semester. Achievement was measured by course grade. The study found that the telephone call had no significant effect on the level of satisfaction reported and that grades of the treatment group were slightly lower than those of the control group. Despite these findings, the majority of students (65%) rated their online experience as having exceeded their expectations.