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This article discusses the relationship between Customer Value and Customer Satisfaction in the context of face-to-face tutorials at Universitas Terbuka, Indonesia. In this study, the idea — which was derived from marketing theory for tangible products — was implemented for face-to-face tutorial services. The sample consisted of 200 students involved in face-to-face tutorials whose perceptionsof the tutors' performance,tutorial results,tutorial costs and students' satisfactionwere measured by using six scales.Customer Value consists of the tutors' performance, tutorial results and tutorial costs; and Customer Satisfaction was derived from SERVQUAL. The findings show that there is a significant positive correlation between Customer Value and Customer Satisfaction. This finding indicates that marketing theory for tangible product can also be used for face-to-face tutorials as an intangible product.

The purpose of this paper is to describe how the introduction of new technologies has affected student support at the United Kingdom Open University (UKOU) particularly focusing on face-to-face tutorials and online tutorials, what this impact implies for open universities and in what direction the innovations toward the sustainability of open universities should proceed.

Research on the historical development of UKOU and a literature review was conducted.

The rationale behind the foundation of UKOU has been to provide higher education to those who have time and physical constraints. There is no doubt that the introduction of advanced technologies has played a significant role in the growth of the university. However, when the university attempted to replace face-to-face tutorials with online tutorials on the basis of its purpose, a number of students and faculty members opposed the decision even though online tutorials fit within its original objective. This paper suggests that face-to-face tutorials have become the essence of the university through the process of identifying the university in the past and the university’s identity may need to be distinguished from the rationale.

This paper emphasizes the necessity of rethinking the Open and Distance Education rationale and, on the basis of past studies on UKOU, offers a unique perspective about the changes that have taken place at the university.

Unlike distance education institutions in developed countries Sukhothai Thammathirat Open University makes very limited use of assignments in its teaching programs. The main means of interaction between tutors and students consists of free face-to-face tutorials conducted three times per semester in provincial centers throughout the country. In courses with low enrolments (less than 1000 students) such tutorials have recently been deemed not to be cost effective. Alternative regional or central intensive programs have been developed. These involve 20 hours of tutorial classes and assignment work over two weekends in the final month of the semester and count for 30% of the assessment. A small charge is made for registration. The Mathematics for Social Science course was affected by this change. Since mathematics is a difficult subject for students, (only about 30% normally passed the course) the special tutorial program was used to help students in the second semester of 2006. Students were more interested in this approach than in the regular face-to-face tutorials. After the project was advertised, 98 students applied. While this was more than three times the number who had attended the free tutorials in the previous semester, it was not sufficient to justify tutorials in the four regions. Instead, three classes were conducted in Bangkok. Only 71 of the original applicants attended. During the program the better students were asked to assist those who needed help. Student questionnaires indicated that more than half identified themselves as weak in mathematics, most had completed year 12 and just over three-quarters had never attended regular face-to-face tutorials. They were asked to rank items about the classes on a five-level scale. The availability of up to 30% of the marks for the course was the major attraction. Most indicated that they were pleased with the classes, and gained more knowledge; while assignments, as well as the solutions given after submission, helped them understand the contents. Having classmates help them with learning also encouraged them with their study. They felt that they needed more time to study and do assignment work, and would like more marks to be allocated for the assignments. It was found that the achievement of students who attended the special tutorial classes was significantly higher than that of those who did not. The pass rate in this semester dramatically increased compared to the previous semester, 50.72% and 30.34% respectively. But when comparing students' final exam scores for both groups, it was found that there was no significant difference in the scores. However students were satisfied with these special tutorial classes.

Implementation of Information and Communication Technology (ICT) in distance learning requires some efforts to succeed. Currently in using internet for learningassisted service, UT has utilized tutorial online for 171 courses. In the implementation of tutorial online UT found many constraints such as the number of students who use tutorial online facility is relatively small, low capability of using ICT, high cost, low accessibility, and technical difficulty. E-moderating is one of the learning approach to be used in evaluating tutorial online for two sample courses in Mathematics MATK4531- Structure of Algebra and MATA4350-Mathematics of Finance. Research on the implementation of the on-line tutorials indicates that the development stages of tutorial online could facilitate learning experiences but there are some difficulty in accessing and socializing the facilities for new students. The efforts to acquire learning effectiveness in Tutorial Online at UT should be creatively develop.

Universitas Terbuka (UT) in Indonesia provides a number of tutorial services to its students. The models of tutorial services are correspondence and face-to-face tutorials, tutorials through radio, written tutorials through internet, and written tutorials through the integration of fax-internet. Some of those models use the internet, such as the online tutorial. To improve the student's knowledge, UT also provides online assessment (OA). One of the intentions of online assessment is to help student to practice their ability in answering the final examination. At first, online assessment was called self-test. The self-test gives 15% contribution to the final scores. UT has provided online assessment since 2007. The online assessment could be accessed at http://student.ut.ac.id.The online assessment doesn't give a score or contribution to the final score. At this time, UT has uploaded 457 subjects of online assessment from 862 subjects at all faculties, or 53,02%. The Faculty of Teaching and Educational Studies has 247 OA, Faculty of Economics has 54 OA, Faculty of Social and Political Science has 57 OA, and Faculty of Mathematics and Natural Science has 99 OA. This study is to evaluate student activities and the development of the subject in online assessment. Results showed that in the second period of 2008, the Faculty of Teaching and Educational Studies has uploaded 185 OA, the Faculty of Economics has uploaded 51 OA, the Faculty of Social and Political Science has uploaded 24 OA, and the Faculty of Mathematics and Natural Science has uploaded 77 OA. From the information we could observe the development of the online assessment from year 2008 until the first period of 2009. The faculties have the online assessment target until the first period of 2009. The data show that in 2009, the Faculty of Economics targeted 53 of the subject has OA, while the Faculty of Social and Political Science has 124 OA, the Faculty of Teaching and Educational Studies targeted 195 OA, and the Faculty of Mathematics and Natural Science targeted 101 OA. Universitas Terbuka (UT) with an open and distance learning system, provides an alternative study program for students with inexpensive cost. The information and communication technology facilitates students to study trough the internet. But only 3 or 4 %of the students take this opportunity.

Blended pedagogy is an important delivery mechanism for open and distance learning. Here, face-to-face meetings in the blended pedagogy model remain as an important platform for teaching and learning. While there are many instructional techniques employed in faceto- face meetings, there is an urgent need to determine how face-to-face interactions in the blended pedagogy can be elevated to boost students' learning. This paper investigates whether productive failure (PF) as an instructional strategy boosts students' understanding of the subject matter in a face-to-face tutorial. PF instructional design advocates the delaying of support for learners during learning. The more they struggle, and even fail, while trying to master new information, the better they are likely to recall and apply that information later. Current research on the impact of PF treatments has shown that effective learning is achieved when learners are presented with a cycle of low structure, high structure and low structure activities. PF instructional design has been used successfully, especially in secondary schools in which learners have regular contact with the instructor. It is unknown whether the use of PF instructional design among adult learners in face-to-face interaction will yield such a positive effect. Can PF instructional design be used in tutorials that cater for adult learners resulting in fruitful learning outcomes? This paper reports an initial study of a quasi-experiment that compares a “productive failure” instructional design with a traditional “lecture and practice” instructional design for a 2-hour tutorial session attended by adult learners. A total of 17 adult learners participated in the study. Learners experienced either a traditional lecture and practice teaching cycle or a PF cycle, where they solved complex problems in small groups without the provision of any support or scaffolds up until a consolidation lecture by their teacher during the last hour of the tutorial. Findings suggest that learners from the PF condition produced a variety of problem models and methods for solving the problems but were unsuccessful in their efforts, be it in groups or individually. They also reported low confidence in their solutions. Despite failing in their group and individual problem-solving efforts, learners from the PF condition performed better than their counterparts from the lecture and practice condition on both knowledge and higherorder application problems based on the post-test. Implications of PF instructional design for adult learners based on these findings are presented.

This study aimed to acquire a comprehensive understanding of the digital literacy skills possessed by first-year students and how they impact students' participation in online classes.

This research was conducted using a quantitative method to investigate first-year students' digital literacy and its effect on their interaction in online learning. Nine hundred and two students from 19 online English writing classes were invited to complete an online survey questionnaire. The sampling approach was conducted by a nonrandom method. Prior to the data collection, the instrument was reviewed by researchers and peers with quantitative and Indonesian language backgrounds. The procedure was conducted to ensure that the instrument covered the objective of the research.

The results showed that students digital literacy in the first semester, in general, is still in the low category. The average score for each competency area still varies. The average score on information and data literacy competence was low. The average score for communication and collaboration competence was in the medium category. The average score for the digital content creation competence area is low.

The authors suggest that educational institutions should consider organizing primary student digital literacy training or optimizing the lecture process to improve students' digital literacy and further research could usefully explore how information and communication technology (ICT) skills affect student performance.

The study reveals the importance of digital literacy of students for online teaching learning. In order to achieve quality teaching in online methods, the digital literacy is a must for students. The study highlights the limitations of the study and indicates the necessity for further research in this area. The findings have immense implications for practice in a distance learning university, where online teaching learning has become a new normal post-Covid-19.

The authors present new findings on the digital literacy of first-year students and their effect on their interaction in online learning. The authors also make connections between digital literacy and student engagement in online classes, which is a significant contribution to the field. This paper also provides a comprehensive review of the literature on digital literacy and e-learning, which adds to the scholarship in the field.

To know the digital competence of rural teachers to carry out the tutoring process with members of the educational community through digital resources (teacher-student, teacher-families and teacher-teaching team). As specific objectives, gender, teaching specialties, interaction between gender*teaching speciality, and significant predictors were analysed.

The research was quantitative, with a non-experimental, cross-sectional, descriptive and inferential design.

The results showed an explorer-expert teacher, where the generalist teachers had a superior competence compared to the rest of the specialties. Gender and teaching speciality were significant predictors in the communication that the teacher has with all the agents involved, while the interaction of both predictors was only significant between the teacher-teaching team and teacher-families.

Another issue worth considering relates to the development of the classification tree for the use of digital resources in tutorial action. Due to lack of space, the proposal has focused on gender and particular subjects, but it would be interesting to focus on the dimensions of the instrument with regard to tutorial action with the different agents (students, teaching staff and families).

After reviewing the literature, the authors can conclude that very little quantitative research is focused on the level of self-perception of digital competence of teachers in rural schools. Furthermore, the teaching speciality of teachers has up until now hardly been taken into account as a variable that can determine the levels of digital competence. Not many studies have analysed the use of digital resources to communicate with the different members of the educational community.

This study envisioned plausible influential factors on service quality and academic excellence relatable to graduate self-confidence in an open distance learning (ODL) outlook. The objective was to expose the moderating role of academic excellence (graduate satisfaction) between service quality and self-confidence (engagement, achievement, loyalty and opportunity, EALO). It was also of interest to explore how, in what routines factors involved interrelated.

This study utilized exploratory design. Qualitatively, service quality included acclimation, advising, module, tutorial, assessment, feedback and referral factors. Service quality led to academic excellence (GPA, study length, relevance and recognition). Besides, academic excellence influenced self-confidence. Quantitatively, service quality, academic excellence and self-confidence were the independent, moderating and dependent variables. Respondents were randomly selected through a survey of eligible Universitas Terbuka alumni.

11 hypotheses were assessed under structural-equation modeling (SEM). Responses from 122 out of 500 graduates were completed. Eight hypotheses were validated by the analysis. The tutorial was the most influential factor followed by module, assessment and acclimation; advising, feedback and referral were excluded. Academic excellence also led to self-confidence. The study was able to visualize a substantial role of academic excellence in moderating service quality to EALO. Besides, important-performance analysis and customer-satisfaction index (IPA-CSI) recognized 21 out of 32 attributes as the pillars of academic excellence.

Three of the hypotheses were invalidated by the quantitative analysis. Further inquiry with much broader coverage is then required to diminish the variance to finally find the ideal framework.