Smartphone for Learning Purposes: A Study on Service Quality and Customer’s Satisfaction among Undergraduate Students in Lagos State, Nigeria
The importance of smartphones in academic learning and overall development of university students have been well established in many published studies. However, several writings have affirmed that Nigerian undergraduate students in public universities have not been reaping from the benefits of the s...
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| Format: | Thesis |
| Language: | English |
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Universiti Malaysia Sarawak (UNIMAS)
2019
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| Online Access: | http://ir.unimas.my/id/eprint/25744/1/Godswill%20Ejeohiolei%20Esechie%20ft.pdf http://ir.unimas.my/id/eprint/25744/ |
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| Summary: | The importance of smartphones in academic learning and overall development of university students have been well established in many published studies. However, several writings have affirmed that Nigerian undergraduate students in public universities have not been reaping from the benefits of the smartphones and in terms of access to information, learning, and development; due to numerous challenges. This research examines the impact of smartphone usage for academic purposes among undergraduate students in Nigerian public universities. This study adapted the SERVQUAL theory framework in determining service quality and customer satisfaction. To achieve the research objectives, a qualitative (in-depth interview) research approach was used to gather information from the informants via purposive sampling technique. The interview data was analyzed using narratives and thematic analysis. The study found that the Nigerian university students encountered internet constraints when using their smartphone in learning. Among the constraints are: high cost for internet usage; epileptic power supply in Nigerian; high government tax imposed on the telecommunication companies (MTN, GLOBACOM and ETISALAT), lack of equipped university libraries, and unavailability of Wi-Fi connection for students.
Keywords: Service quality, customers’ satisfaction, smartphone, telecommunication, Nigerian undergraduate students. |
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