Retention of Online Learners: The Importance of Support Services

Retention of Online Learners: The Importance of Support Services

Pamela A. Lemoine (Troy University, USA), Gina Sheeks (Columbus State University, USA), Robert E. Waller (Columbus State University, USA) and Michael D. Richardson (Columbus State University, USA)
DOI: 10.4018/IJTESSS.2019070103


The most important word for contemporary global higher education institutions is retention. Although online education enrollment in these institutions has increased by approximately 40 percent in recent years, the dropout rates for online students is approximately 20-30 percent more than for face-to-face classes. Institutions have tried to address this issue, but the dropout rate continues to be a serious concern. The authors of this manuscript propose that the addition of online services for online students as a possible solution.
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3. Why Is Online Learning Important For Students And Universities?

A power shift is occurring in global higher education, driven by two trends: (a) the increased freedom of learners to access, create, and re-create content; and (b) the opportunity for learners to interact with each other outside of a mediating agent, i.e., an instructor. Information access and dialogue, previously under control of the educator, can now be readily accessed by online learners (Hoffman, 2018).

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