Investigating the voice of customers for m-learning application quality

© The Authors, 2019. All Rights Reserved. E-learning has become a new option for learners to access the learning materials and enhance their learning experiences outside the classroom. The flexibility of the technology goes beyond the traditional way of learning and enable learners to use mobile dev...

Full description

Saved in:
Bibliographic Details
Main Author: Arunotai Pongwat
Format: Conference Proceeding
Published: 2020
Subjects:
Online Access:https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85077510144&origin=inward
http://cmuir.cmu.ac.th/jspui/handle/6653943832/67751
Tags: Add Tag
No Tags, Be the first to tag this record!
Institution: Chiang Mai University
id th-cmuir.6653943832-67751
record_format dspace
spelling th-cmuir.6653943832-677512020-04-02T15:20:27Z Investigating the voice of customers for m-learning application quality Arunotai Pongwat Computer Science Social Sciences © The Authors, 2019. All Rights Reserved. E-learning has become a new option for learners to access the learning materials and enhance their learning experiences outside the classroom. The flexibility of the technology goes beyond the traditional way of learning and enable learners to use mobile devices as the mean to learn. The emerging of mobile learning (M-learning) provides tremendous advantages for both learners and teachers, while more and more mobile learning applications have been developed and introduced to the market. The current study aims to investigate the voice of customers who have downloaded and used the mobile application. The edX-Online Courses by Harvard, MIT, Microsoft mobile application in Android platform was used as a case study. The M-learning evaluation factors employed in this study are including functionality, security, performance, usability, support, communication, portability, and pedagogical. The main methodology of the study is qualitative approach using text mining to analyze users’ reviews gathered from Google Play website in the past year. The total number of the reviews is 4,200 collected from January 2018 to April 2019. The reviews have been collected as the voice of customers by using web-crawler, and text mining were analyzed by using Nvivo 12 program. The attributes of the m-learning application were then compared with the findings from the reviews. The information that arose from the reviews were categorized into m-learning quality variables, users’ satisfaction, preferences, constraints, and suggestions. The research findings confirm the prior factors essential for evaluating the m-learning application, while new notions have been discovered. The limitations of the study are the limited sample of the m-learning application, and only reviews in the English language were analyzed. The practical implication of the research will benefit the m-learning application developers and the recently discovered factors can be applied to the theoretical implication for future research. This exploratory study aims to investigate the m-learning application from the customers' point of view, while most of the previous study focused on application development. Moreover, the findings also revealed the constraints and potentially useful features that could benefit learners and application developers. 2020-04-02T15:02:43Z 2020-04-02T15:02:43Z 2019-01-01 Conference Proceeding 20488645 20488637 2-s2.0-85077510144 10.34190/EEL.19.071 https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85077510144&origin=inward http://cmuir.cmu.ac.th/jspui/handle/6653943832/67751
institution Chiang Mai University
building Chiang Mai University Library
country Thailand
collection CMU Intellectual Repository
topic Computer Science
Social Sciences
spellingShingle Computer Science
Social Sciences
Arunotai Pongwat
Investigating the voice of customers for m-learning application quality
description © The Authors, 2019. All Rights Reserved. E-learning has become a new option for learners to access the learning materials and enhance their learning experiences outside the classroom. The flexibility of the technology goes beyond the traditional way of learning and enable learners to use mobile devices as the mean to learn. The emerging of mobile learning (M-learning) provides tremendous advantages for both learners and teachers, while more and more mobile learning applications have been developed and introduced to the market. The current study aims to investigate the voice of customers who have downloaded and used the mobile application. The edX-Online Courses by Harvard, MIT, Microsoft mobile application in Android platform was used as a case study. The M-learning evaluation factors employed in this study are including functionality, security, performance, usability, support, communication, portability, and pedagogical. The main methodology of the study is qualitative approach using text mining to analyze users’ reviews gathered from Google Play website in the past year. The total number of the reviews is 4,200 collected from January 2018 to April 2019. The reviews have been collected as the voice of customers by using web-crawler, and text mining were analyzed by using Nvivo 12 program. The attributes of the m-learning application were then compared with the findings from the reviews. The information that arose from the reviews were categorized into m-learning quality variables, users’ satisfaction, preferences, constraints, and suggestions. The research findings confirm the prior factors essential for evaluating the m-learning application, while new notions have been discovered. The limitations of the study are the limited sample of the m-learning application, and only reviews in the English language were analyzed. The practical implication of the research will benefit the m-learning application developers and the recently discovered factors can be applied to the theoretical implication for future research. This exploratory study aims to investigate the m-learning application from the customers' point of view, while most of the previous study focused on application development. Moreover, the findings also revealed the constraints and potentially useful features that could benefit learners and application developers.
format Conference Proceeding
author Arunotai Pongwat
author_facet Arunotai Pongwat
author_sort Arunotai Pongwat
title Investigating the voice of customers for m-learning application quality
title_short Investigating the voice of customers for m-learning application quality
title_full Investigating the voice of customers for m-learning application quality
title_fullStr Investigating the voice of customers for m-learning application quality
title_full_unstemmed Investigating the voice of customers for m-learning application quality
title_sort investigating the voice of customers for m-learning application quality
publishDate 2020
url https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85077510144&origin=inward
http://cmuir.cmu.ac.th/jspui/handle/6653943832/67751
_version_ 1681426693062918144