Service Quality Analysis of Mobile Learning (M-Learning) Application

It is universally accepted that E - Learning market is growing significantly fast and the trend continues. Research has shown that E - Learning proves to be an excellent way to achieve quality results in a short time frame (Docebo report, March 2014). The worldwide market for self - paced E - Learning reached $35.6 Bn in 2011 and is expected to reach $51.5 Bn by 2016. E - Learning tools are software applications developed to run on electronic devises like PCs, Laptops, Smart phones and Tablet PCs. Quality of such learning solutions plays an important role in delivering tangible results to the learners. An effort has been made to understand the quality of the service provided by the E - learning tool using gap analysis. Current study is focused on the gap between expected and perceived quality of M - Learning solution (E - learning application embedded in a mobile device), developed by a Hyderabad based IT organization. The solution is aimed at the students aspiring to crack the Joint Entrance Examination (JEE aspirants) conducted by Central Board for Secondary Education (CBSE). Gap analysis was conducted on the data collected from 300 students using mobile M - Learning tool for IIT entrance examination preparation besides regular class room coaching. Perceived and expected ratings at characteristic level of each attribute of eight characteristics were obtained from 300 respondents. Applying paired t - test, to test the significant difference between the average expected and perceived quality. The attributes with ‘t’ value > 1.645 (at 5% level of significance), are perceived to be not in line with the expected quality. Gaps are identified accordingly to analyze the quality of M-Learning application.