Vietnamese Secondary Students’ Experience with Online Classes: Using Customer Journey Mapping to Evaluate Digital Tools’ Effective-ness in E-Learning

Abstract

The COVID-19 pandemic has sped up the world’s shift toward online education, with schools being forced to take advantage of new technology quickly to ensure continuous learning. This study looks at the kinds of technology used in the online classes of secondary students (aged 11 to 18) in Ho Chi Minh City, Vietnam, and its effect on students’ perceptions of the quality and satisfaction gained from these classes. The research used a theoretical background based on studies of the Technology Acceptance Model (TAM), Expectation-Confirmation Theory (ECT), student engagement, gamification principles, and customer journey mapping. The aims of the study were to categorize the types of digital tools used at the pre-class, in-class and post-class stage of learning, and evaluate student experiences of these tools. The quantitative data garnered by means of students’ surveys has been analyzed using PSPP software. Results indicate such digital devices as Google Classroom, Zoom, Google Meet, Kahoot! were used at different stages of the students’ learning journey. The overall finding is that these tools were adopted with success when the platforms were perceived to be easy to operate, and of benefit to the student, which coincides with the tenets of TAM. Student engagement through interactive and collaborative activities was widely seen as important to success, leading to effective learning and high levels of satisfaction. Satisfaction, too, was influenced to some extent by the technologies being perceived to either meet or exceed expectations, conforming to the ECT. The conclusion of the research is that a proper and successful integration of digital tools applied to each of the stages of the online learning journey has a positive influence on student outcomes. The results of the study emphasize the need for a well-developed plan, research-backed training for teachers, and education technologies, to create a cohesive and engaging online education experience for high school students. This information suggests practical implications for hybrid and online learning models going forward in Vietnam and beyond.