Impact of Telecommunication Service Quality in Bangladesh on Online Education during Covid-19

Автор: Md. Biplob Hosen

Журнал: International Journal of Modern Education and Computer Science @ijmecs

Статья в выпуске: 6 vol.14, 2022 года.

Бесплатный доступ

The pandemic situation due to covid-19 has disrupted routine activities such as attending classes physically in educational institutions, which insisted on moving towards online education with the help of advent and increased uses of new telecommunication services. Service quality is the prerequisite for customer satisfaction. Service quality assessment is crucial to ensure increased customer satisfaction in any service. Typically, it is not easy to evaluate service quality because of opacity in the information, and incompleteness characteristics of problems. With the collected data through an online survey, this study aims to analyze the facts that influence the students’ perception regarding the impact of telecommunication service quality on online education during the pandemic situation. Initially, some relevant criteria are derived from literature reviews. The proposed model is exerted to evaluate the quality of the online education and telecommunication service in Bangladesh during the covid-19 pandemic with the participation of 350 students answering 39 questions. The collected data is analyzed to assess the current state of service quality by evaluating the students’ satisfaction using the entropy technique. The findings of the study suggest that the online education system in Bangladesh is not interactive enough, and the telecommunication service quality here is not sufficient for this purpose. Telecommunication challenges such as poor network quality, overpricing structure of telecommunication services and slow connection speed must be resolved to ensure satisfactory quality of online education.

Еще

Online Education, Telecommunication, Service Quality, Entropy Analysis

Короткий адрес: https://sciup.org/15019097

IDR: 15019097 | DOI: 10.5815/ijmecs.2022.06.06

Список литературы Impact of Telecommunication Service Quality in Bangladesh on Online Education during Covid-19

I. Tal, L. Zou, A. Covaci, E. Ibarrola, M. Bratu, G. Ghinea, and G.-M. Muntean, “Mulsemedia in telecommunication and networking education: A novel teaching approach that improves the learning process,” IEEE Communications Magazine, vol. 57, no. 11, pp. 60–66, 2019.
T. Muthuprasad, S. Aiswarya, K. Aditya, and G. K. Jha, “Students’ perception and preference for online education in india during covid-19 pandemic,” Social Sciences & Humanities Open, vol. 3, no. 1, p. 100101, 2021.
N. Peimani and H. Kamalipour, “Online education and the covid-19 outbreak: A case study of online teaching during lockdown,” Education Sciences, vol. 11, no. 2, p. 72, 2021.
A. Mittal, A. Mantri, U. Tandon, and Y. K. Dwivedi, “A unified perspective on the adoption of online teaching in higher education during the covid-19 pandemic,” Information Discovery and Delivery, 2021.
G. I. Butnaru, V. Nit, ă, A. Anichiti, and G. Brînză, “The effectiveness of online education during covid 19 pandemic—a comparative analysis between the perceptions of academic students and high school students from romania,” Sustainability, vol. 13, no. 9, p. 5311, 2021.
Barabash, O., Laptiev, O., Sobchuk, V., Salanda, I., Melnychuk, Y. and Lishchyna, V., 2021. Comprehensive Methods of Evaluation of Distance Learning System Functioning. International Journal of Computer Network & Information Security, 13(3).
Barabash, O., Musienko, A., Hohoniants, S., Laptiev, O., Salash, O., Rudenko, Y. and Klochko, A., 2021. Comprehensive Methods of Evaluation of Efficiency of Distance Learning System Functioning. International Journal of Computer Network & Information Security, 13(1).
S. Bali and M. Liu, “Students’ perceptions toward online learning and face-to-face learning courses,” in Journal of Physics: Conference Series, vol. 1108, p. 012094, IOP Publishing, 2018.
V. Arkorful and N. Abaidoo, “The role of e-learning, advantages and disadvantages of its adoption in higher education,” International Journal of Instructional Technology and Distance Learning, vol. 12, no. 1, pp. 29–42, 2015.
S. Healy, M. Block, and J. Judge, “Certified adapted physical educators’ perceptions of advantages and disadvantages of online teacher development.” Palaestra, vol. 28, no. 4, 2014.
B. Jamalpur, K. R. Chythanya, K. S. Kumar, et al., “A comprehensive overview of online education–impact on engineering students during covid-19,” Materials Today: Proceedings, 2021.
S. K. Datta, “Online education in bangladesh during covid-19: Problems and possibilities,” in Handbook of Research on Asian Perspectives of the Educational Impact of COVID-19, pp. 223–241, IGI Global, 2022.
S. Shrestha, S. Haque, S. Dawadi, and R. A. Giri, “Preparations for and practices of online education during the covid-19 pandemic: A study of bangladesh and nepal,” Education and information technologies, pp. 1–23, 2021.
M. M. Khan, S. T. Rahman, and S. T. A. Islam, “Online education system in bangladesh during covid-19 pandemic,” Creative Education, vol. 12, no. 2, pp. 441– 452, 2021.
M. Nekmahmud and S. Rahman, “Measuring the competitiveness factors in telecommunication markets,” in Competitiveness in emerging markets, pp. 339–372, Springer, 2018.
D. Kumar, A. Haque, P. Dhar, et al., “Exploring the critical influencing factors of customer satisfaction in telecommunication sector in bangladesh,” Asia-Pacific Journal of Management and Technology (AJMT), vol. 1, no. 4, pp. 11–21, 2021.
A. Sarkheyli and W. W. Song, “Delone and mclean is success model for evaluating knowledge sharing,” in International Workshop on Data Quality and Trust in Big Data, pp. 125–136, Springer, 2018.
W. Cidral, M. Aparicio, and T. Oliveira, “Students’ long-term orientation role in e-learning success: A brazilian study,” Heliyon, vol. 6, no. 12, p. e05735, 2020.
A. Al Mulhem, “Investigating the effects of quality factors and organizational factors on university students’ satisfaction of e-learning system quality,” Cogent Education, vol. 7, no. 1, p. 1787004, 2020.
J. M. Ramírez-Hurtado, A. G. Hernández-Díaz, A. D. López-Sánchez, and V. E. Pérez-León, “Measuring online teaching service quality in higher education in the covid-19 environment,” International Journal of Environmental Research and Public Health, vol. 18, no. 5, p. 2403, 2021.
A. H. Muhammad, A. Siddique, A. E. Youssef, K. Saleem, B. Shahzad, A. Akram, and A.-B. S. Al-Thnian, “A hierarchical model to evaluate the quality of web-based e-learning systems,” Sustainability, vol. 12, no. 10, p. 4071, 2020.
D. Al-Fraihat, M. Joy, J. Sinclair, et al., “Evaluating e-learning systems success: An empirical study,” Computers in human behavior, vol. 102, pp. 67–86, 2020.
B. Gök and H. Gökçen, “Distance education service quality in turkey,” Journal of Education in Black Sea Region, vol. 6, no. 2, pp. 29–43, 2021.
A. Demir, “A benchmarking of service quality in telecommunication services: Case study in kurdistan region of iraq,” International Journal of Social Sciences & Educational Studies, vol. 5, no. 3, pp. 216–231, 2019.
R. Belwal and M. Amireh, “Service quality and attitudinal loyalty: Consumers’ perception of two major telecommunication companies in oman,” Arab economic and business journal, vol. 13, no. 2, pp. 197–208, 2018.
S. A. I. Hussain, D. Baruah, B. Dutta, U. K. Mandal, S. P. Mondal, and T. Nath, “Evaluating the impact of service quality on the dynamics of customer satisfaction in the telecommunication industry of jorhat, assam,” Telecommunication Systems, vol. 71, no. 1, pp. 31–53, 2019.
S. Terra Vieira, R. Lopes Rosa, D. Zegarra Rodríguez, M. Arjona Ramírez, M. Saadi, and L. Wuttisittikulkij, “Q-meter: Quality monitoring system for telecommunication services based on sentiment analysis using deep learning,” Sensors, vol. 21, no. 5, p. 1880, 2021.
K. A. Bakon, N. F. Elias, and R. Jenal, “Conceptual framework of value in use and e-learning success,” in 2021 International Conference on Electrical Engineering and Informatics (ICEEI), pp. 1–6, IEEE, 2021.
R. Sugant, “A framework for measuring service quality of e-learning services,” in Proceedings of the Third International Conference on Global Business, Economics, Finance and Social Sciences,(GB14Mumbai Conference) Mumbai, India. 19-21 December 2014, 2014.
Q. N. Naveed, M. M. Alam, A. I. Qahmash, and K. M. Quadri, “Exploring the determinants of service quality of cloud e-learning system for active system usage,” Applied Sciences, vol. 11, no. 9, p. 4176, 2021.
T. Tere, H. B. Seta, A. N. Hidayanto, and Z. Abidin, “Variables affecting e-learning services quality in indonesian higher education: Students’ perspectives,” Journal of Information Technology Education. Research, vol. 19, p. 259, 2020.
Y. Cui, “The influence of quality factors on the satisfaction and continuance intention of chinese college students’ online learning during the covid-19 epidemic,” in 2021 12th International Conference on E-Education, E-Business, E-Management, and E-Learning, pp. 145–150, 2021.
M. M. Alam, N. Ahmad, Q. N. Naveed, A. Patel, M. Abohashrh, and M. A. Khaleel, “E-learning services to achieve sustainable learning and academic performance: An empirical study,” Sustainability, vol. 13, no. 5, p. 2653, 2021.
N. M. El Saghier, “Students satisfactions with e-learning mediating the e-service quality-behavioral intention link: The case of public universities in egypt,”
A.-E. H. Abd-Elrahman, “A review of telecommunications service quality dimensions,” Scholar journal of applied sciences and research, vol. 1, no. 1, pp. 10–18, 2018.
A. Opele, O. Afolabi, and H. Adetayo, “Service quality and preference for mobile telecommunications service providers among students of tertiary institutions in la-gos state,” Nigerian Journal of Technology, vol. 39, no. 2, pp. 484–492, 2020.
Y. Ramadiantio and Y. Alversia, “The influence of e-service quality on trust and intention to conduct positive e-word-of-mouth in telecommunication industry,” in 2020 The 4th International Conference on E-commerce, E-Bu0073Ziness and E-Government, pp. 76–82, 2020.
P. W. Handayani, A. N. Hidayanto, P. I. Sandhyaduhita, D. Ayuningtyas, et al., “Strategic hospital services quality analysis in indonesia,” Expert Systems with Applications, vol. 42, no. 6, pp. 3067–3078, 2015.
M. Hosen, N. J. Farin, M. Anannya, K. Islam, M. S. Uddin, et al., “Quality analysis of pathao ride-sharing service in bangladesh,” in Proceedings of International Joint Conference on Advances in Computational Intelligence, pp. 597–611, Springer, 2022.
A. A. Salameh and S. B. Hassan, “Measuring service quality in m-commerce context: A conceptual model,” International Journal of Scientific and Research Publications, vol. 5, no. 3, pp. 1–9, 2015.

Еще

Статья научная