1-Definitions
Support service is a very complex concept: it can be approached from several perspectives (the students, teachers or the education system) that lead to different dimensions. There was nonobvious distinction between “Academic support, Learner support, Faculty support system, Education support system, E- support, Training Support, Smart support service, Support service, emotional support system”in context from reliable sources. At this stage reference phrases are also known as primary concept structures were extracted from the existing documentation, i.e. the exact sentences were quoted. In the next stage, we introduced our interpretation of primary phrases. Then we introduced our interpretation of primary phrases in documentations as the potential attributes that define the concept of support service. Some attributes of concept repeated frequently. This stage was performed with high accuracy and the specific attributes of the concept were extracted.
Therefore, student supportive service in blended learning is to provide academic and non-academic services to the responsivity of the cognitive, affective, and social needs of students. These services lead to further engagement the student in the process of self-learning and academic achievement, and are performed at three levels: Pre-program, learning process and Post-graduation support services. Based on resources that discussed support service, the main components of this concept were determined as follows: Supportive Service’s Levels, Supportive Service’s Dimensions, and Supportive Service’s purposes (Fig. 3)
1. Levels of Student Supportive Service
The study of the texts showed that this field has three separate parts: Pre-program support services, thelearning process support servicesو and Post-graduation.
Table 1
Levels of Student Supportive Service & References
Levels of Student Supportive Service
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References
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Pre-program support services
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- Kumtepe EG, Toprak E, Ozturk A, Buyukkose GT, Kilinc H, Menderis İA. 2003 [10]
- Floyd DL, Casey-Powell D. 2004[20]
- Gujjar, A.A., Naoreen, B. Chaudhry, A.H., 2010. [21]
- Chatpakkarattana T, Khlaisang J. 2012 [11]
- Jain P, Salooja M, Mythili G. 2016 [22]
- Sahoo PK.2018 [23]
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The learning process support services
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- Tait A. 2000 [24]
- Kumtepe EG, Toprak E, Ozturk A, Buyukkose GT, Kilinc H, Menderis İA. 2003 [10]
- LaPadula M. 2003 [25]
- Darojat O, Sunarsih D. 2014 [26]
- NurmukhametovN.a, TemirovaA.b, BekzhanovaT.2015 [27]
- Arko-Achemfuor. 2017 [9]
- Lu P, Luo L. 2017 [28]
- Sánchez-Elvira Paniagua A, Simpson O. 2018 [29]
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Post-graduation support services
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- Floyd DL, Casey-Powell D. 2004 [20]
- Dey F, Cruzvergara CY. 2014 [30]
- Hayden SC, Ledwith KE. 2014 [31]
- Smith KK. 2014 [32]
- NurmukhametovN.a, TemirovaA.b, BekzhanovaT.2015 [27]
- Kamran Mir. 2016 [33]
- Kelkar D.2016 [34]
- Young M. 2019 [35]
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1-1-Pre- program student support services:
Moreover, institutions in the education sector are expected to use information and communication technologies effectively in order to be successful in educational activities and programs. At this phase, entry requirements and all rules and regulations of the academic calendar will be announced. TheseItems illustrate the college's commitment to programs and facilitate decision making for students.
1-2-learning process student support services:
The development of a learning support service for distance learning during the academic yearsincludes:1) establishing and improving information media, 2) exploring learning strategies for learners and 3) Access to all digital resources. If support services are further developed, learning outcomes will show a clear improvement [36]. The support system has been described in two different ways:1. individual-oriented (interaction with the individual and his/her own learningsystems) and 2. Intrapersonal interactions (learner-learner, learner-instructor, learner-content-material/interface, etc.) that are both necessary during student life [10].
1-3- Post-graduation student support services:
During this phase, students need services to help them find the job opportunities. Student support services should be user-friendly and learner-centered؛however, delivering effective and efficient service has always been a major challenge for higher education Managers.
2-Student Supportive Service Dimensions
In the review of literature, student support services include two types: academic and non-academic services. Academic services are supervised by academic staff and are based on university decisions and are related to teaching and learning issues and problems. But non-academic services are centralized services that are not related to the teaching-learning process but improve learning conditions [15]. The following table shows the attributes of each dimension.
Table 2
Dimensions of Student Supportive Service
Dimensions
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References
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Attributes
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Academic Services
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Farajollahi,2010 [37]
Lee,2013 [38]
Stewart,2013 [39]
Newberry,2013 [40]
Tamulienė,2014 [15]
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A. Instructional Services
− Registration of Students
− Looking After the Admission
− Clear Cut Norms
− Preparation of Guidelines and Instructions
− Degree and Transcript Auditing
− Orientation Courses
− Academic Advising
− Course Offering &Availability
− Online Representatives
− Learning Material Support
− Examination and Evaluation Services
B. Tutoring Services
− Ways of Communication& Interaction
− Online Faculty Advising
− Assignment Help
− Networking
− Contact Tutoring
C. Technical Services
− Learning Management System
− Learning Content Management System
− Infrastructure & Facilities
D. Library And Bookstore Services
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Non-Academic Services
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Pullan,2011 [41]
Hunte,2012 [42]
Noviyanti,208 [43]
Gregori, 2018 [44]
Tuquero, 2011[45]
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A. Counseling Services
− Law Consultations
− Academic Counselling
− Health Consultations
− Job Counselling
B. General Services
− Student Help Desk Support
− Financial Support
− Disability Services
− Phone Numbers
− Language Training
− Information About Distance Learning Opportunities
− Accommodation
− Social Support Services
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3-Supportive Service purposes
The purpose of student support is to increase graduation rates and to improve student retention rates. There is competition between institutions to give grants. They also provide opportunities for students to improve their academic performance by motivating students. Supporting and enhancing the student experience from the first contact through to becoming alumni is critical to success in higher education today for both the student and the institution. Student support and services contribute to the quality of their learning experience and their academic success. Ciobanu said:” The student services value needs greater recognition, support, and development in the interests of all students.
Student services contribute to the quality of students learning experience and their academic success, contribute as well at the university dropout rate decrease and to the increase in students’ life diversity, encouraging and establishing an open method of making rational decisions and also resolving conflicts and prepare students for active involvement in society” [46].
Table 3
purposes of student Supportive Service
Definition(Purpose of Student Support Service)
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References
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Responsibility to the cognitive, affective, and social needs of students
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− Nsamba &Makoe, 2017 [47]
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Scientific success and removal of situational, organizational and information barriers
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− Sewart, 1993 [48]
− Potter, 1998 [49]
− Brindley J.E, 2014 [50]
− Rangara 2015 [51]
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Student engagement in the learning process
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− McLoughlin, 2002 [52]
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