M-learning support services for corporate learning case for a Kenyan Corporate Institution
The purpose of this research study was to reduce attrition rate on e-learning by introducing learner support service through M-Ieaming application for corporate learners in a corporate institution in Kenya and also evaluating the effectiveness of the learner support services on retention rate. In order to fulfill this purpose, a prototype was developed with online learning, mobile learning and administrative learner support modules. The members of the institution were able to Enroll for courses, take courses online/offline, download courses, take quizzes at the end of the course, receive communication from administration on reminders and notifications and they were also able to participate in discussion forums. After that an evaluation took place. Responses on student support services were investigated through a mixed method approach that uses both qualitative and quantitative data collection and analysis methods. Data collection took place in three distinct phases. In the first phase, there was investigation to check time the learners spent in the office, availability of portable devices, usage frequency, internet connectivity, willingness to use mobile application for M-Ieaming, was done through entry questionnaires, as well as investigation of organizational e-learning setup through interviews with the administrators. In the second phase, a questionnaire was administered to two groups of learners, the experimental group and the control group in order to collect data about demographic information on information dissellJ.ination on devices, learner aspect and application usability, interaction aspect, content delivery, interaction and competency aspect in M-learning in comparison to the existing E-Iearning management system. Out of 70 questionnaires which were distributed to randomly selected learners on M-learning and E-Iearning, 60 usable questionnaires were returned. In the third phase, follow-up interviews were performed with administrators to gain an in-depth understanding of participants' M-Iearning support services experience and to triangulate questionnaire data. The results of this study revealed that the more learners were able to enroll for more courses, and take quizzes within deadlines, lower number of no dropouts were recorded on M-learning; this was stimulated by learner support services that were built into the mobile application for M-Iearning, Notification and reminders that were system triggered or sent by the administrators to the learners. It would appear that the large gap of missing learner support services on the current Leamer management system has been filled up by M- learning support services. Summarily, M-learning has_contributed to learner retention and effectively improved learner performance, this is by learners getting more time to study, take up more courses and participation in discussion forums, making the organization keep more skilled staff and gain a competitive edge.