E-Learning: A Tool For Customer Satisfaction And Dissatisfaction

The prevalent usage of computer technology in today’s society has enabled the customers to access much more information than ever before. Computers have been recognized as not only a powerful technology for managing information and enhancing productivity, but also an efficient tool for education and training. E-learning has become a new paradigm and a new philosophy in education with a mission to serve as a development platform for present-day society based on knowledge. Schools, colleges and business spend a great amount of money on computer-based education and training each year in order to remain in the competitive environment and also to retain the customers. E- learning offers tremendous opportunities for acquiring knowledge and skills that are as good as offered in the traditional classrooms. In spite of this e-learning courses initiation and completion rate, e-education has not yet conquered the hearts of learners and is still in an infancy stage. Though e-learning is considered to be very attractive as a new learning paradigm it has been observed that having e-learning on the agenda the Indian customer is still facing a lot of problems in this field. E-learning is a relatively new field of research. Even though the use of technologies for learning has been implemented for several decades, the introduction of the Internet has promoted a considerable shift and innovation. The present study focuses on the use and impact of e- learning in the satisfaction or dissatisfaction of customers. The study is carried out on the college youth because it is such a segment which is using the internet maximally for surfing and educational purposes. Convenience sampling technique will be applied for data collection. The questionnaire will be comprised of the various factors that a student looks for in case of e-learning which ultimately leads to satisfaction or dissatisfaction among them. The data is analyzed by using ANOVA.

1. Introduction: e-learning has become a new paradigm and a new philosophy in education with a mission to serve as a development platform for present-day society based on knowledge. Schools, colleges and business spend a great amount of money on computer-based education and training each year in order to remain in the competitive environment and also to retain the customers. e-Learning is made up of several methods of learning, which are enhanced or facilitated by  technology. As a component of e-Learning, web-based or online learning is likely to be the fastest-growing method for delivering education and training. E-Learning is self-paced and gives students a chance to speed up or slow down as per their requirements. It is self-directed, allowing students to choose content and tools appropriate to their differing interests, needs, and skill levels. It helps in accommodating multiple learning styles using a variety of delivery methods geared to different learners; more effective for certain learners. The global learning community is at the fingertips with e- learning. The technologies

 

*Lecturer, IIPS,DAVV,Indore 

**Reader,IIPS,DAVV,Indore

 used give online instructional designers the ability to build in tools that help the students to access the resources that may never be seen in a traditional classroom.

e-Learning is Internet-enabled learning. Components can include content delivery in multiple formats, management of the learning experience, and a networked community of learners, content developers and experts. e-Learning provides faster learning at reduced costs, increased access to learning, and clear accountability for all participants in the learning process. In today's fast-paced culture, organizations that implement e-Learning provide their work force with the ability to turn change into an advantage.

 

2. Advantages of e-Learning: There are many significant advantages for the student who learns online. Here are just a few to consider:

 

Convenience and Portability:

• Courses are accessible on your schedule
• Online learning does not require physical attendance
• Learning is self-paced (not too slow, not too fast),
• You're unbound by time - courses are available 24/7
• Read materials online or download them for reading later

Cost and Selection :

• Choose from a wide range of courses to meet your needs
• Degree, Vocational, and Certificate programs
• Continuing Education
• Individual courses
• Wide range of prices to fit your budget
• Go back to school to get a degree, learn a new skill, learn a new craft, or just have fun!
• From art to zoology you can do it all online in a price range to fit your budget.

Flexibility :

• Online learning accommodates your preferences and needs - it's student-centered
• Choose instructor-led or self-study courses
• Skip over material you already know and focus on topics you'd like to learn
• Use the tools best suited to your learning styles

Higher Retention :

• Online learning will draw you to topics you like and enjoy. Studies show that because of this and the variety of delivery methods used to reach different types of learners, retention is frequently better than in a traditional classroom.

3. Literature review:  Numerous researches have been done on e-learning globally and regionally. For instance The Positive Impact of eLearning article states that Effective eLearning comes from using information and communication technologies (ICT),to broaden educational opportunity and help students develop the skills they—and their countries- need to thrive in 21^st  century. While conclusive, longitudinal studies remain to be done, an emerging body to evidence suggests that e-learning can deliver substantial positive effects.

 

IDC projects that a substantial percentage of the U.S. population will be active Internet users. Notably, IDC also forecasts nearly 60% of the U.S. population will actively use the Internet by 2003, up from just 5% in 1996. Although the rate of growth of individuals online is expected to stabilize somewhat, the actual numbers of individuals expected to become connected remains impressive.

 

In 1996, there were an estimated 38 million individuals connected to the Internet. By 1998, the number of users increased to 82 million, growth of 116% over two years. IDC forecasts that the Internet population will grow to 158 million by 2003. The 23% compound annual growth rate in users from 1996 to 2003 is significant. Again, although the rate of growth in users should experience some deceleration, we believe that the time spent online per individual will expand.

 

 

4. Objective: To study the impact of e- learning in the satisfaction or dissatisfaction of customers with respect to college youth. 

 

Research Methodology: The methodology adopted for the study is based on primary data collected through well-defined and well-structured questionnaire. The study is based on a sample of 100 college going students from Indore as per the convenience sampling. Out of the 100 respondents only 63 respondents were taken for the analysis where as 27 respondents were rejected due to the insufficient or inappropriate information which they have filled in the questionnaire. The questionnaire in the study consists of 19 attributes related to the satisfaction or dis -satisfaction towards e–learning. The respondent is asked to fill up his choice on the basis of the following three criteria:

 

Yes= satisfied, No= dissatisfied and Can’t say = neutral behavior

After collecting the data, analysis is done by using ANOVA using SPSS 17^th version.