http://localhost:8080/xmlui/handle/123456789/29 2026-05-01T19:23:46Z 2026-05-01T19:23:46Z Chopra, Neeraj http://localhost:8080/xmlui/handle/123456789/6080 2026-04-20T09:57:31Z 2025-04-01T00:00:00Z

Service quality Iinvestigation in massive open online courses Chopra, Neeraj Massive Open Online Courses (MOOCs) have become an important extension of formal education, spurred by the Open Educational Resources (OER) movement and supported by leading higher education institutions (HEIs). MOOCs offer lifelong learning opportunities to a wide and diverse audience with an aim at making education more accessible and inclusive. The adoption of MOOCs have significantly increased during the COVID-19 pandemic, as institutions and learners turned to online platforms to continue the learning process. Compared to traditional classroom learning, MOOCs offer notable advantages such as courses are free, flexible, widely accessible and have no strict entry requirements. These benefits have contributed to their growing popularity. However, the proliferation of MOOC platforms, coupled with the ease of switching between providers, has created a highly competitive environment. As learners frequently shift between platforms, providers face mounting pressure to distinguish themselves through enhanced service quality and user experience. Yet, a major concern persists that MOOCs have a consistently low completion rate i.e. below 10%. This high dropout rate not only undermines the value of MOOCs for learners but also leads to lost opportunities and reduced profitability for platform providers. Service quality has emerged as a key differentiator for MOOC platforms, offering a significant competitive advantage in an increasingly saturated market. Despite its importance, research on service quality in the context of MOOCs remains in its early stages. Today’s learners are highly discerning and exhibit low tolerance for subpar service experiences, often leading to high attrition rates. In contrast, delivering high-quality services can play a critical role in enhancing participant retention. Consequently, marketing and platform managers are increasingly focused on improving the quality of services offered through MOOCs. In response to this need, the present study seeks to identify and examine the dimensions that comprehensively capture service quality within the MOOC context. Specifically, the study conceptualizes MOOC service quality as a second-order construct, comprising multiple first-order dimensions that collectively define the overall learner experience. Service quality plays a pivotal role in shaping learner behavior, particularly by influencing engagement, satisfaction, and retention among MOOC participants. This underscores the importance of examining the relationship between service quality and learner retention within the MOOC environment. In response, the present study proposes a theoretical framework that explores the linkage between MOOC Service Quality (MOOCSQ) and MOOC Learner Retention (MLR). Recognizing that this relationship may be complex and not entirely direct, the study also considers the role of intervening and moderating variables in fostering learner retention. Specifically, it investigates MOOC Learner Engagement (MLE) and MOOC Learner Satisfaction iv (MLS) as mediating variables to gain deeper insight into the underlying mechanisms. In addition, the study examines the moderating effect of technostress (stress arising from the use of digital technologies in online learning) on the associations between service quality and learner engagement, satisfaction, and retention. This comprehensive approach aims to provide a nuanced understanding of how service quality influences learner outcomes in the MOOC context. The relationships between the first-order dimensions of MOOC Service Quality (MOOCSQ) and MOOC Learner Retention (MLR) are complex and not easily explained through linear analysis alone. When predictors are highly correlated, relying solely on linear models may fail to capture the true nature of their interactions. To address this limitation, the study employs Artificial Neural Networks (ANN) to uncover non-linear patterns among the first-order independent variables. The primary objective of this research is to identify and validate the key dimensions of MOOCSQ and to conceptualize it as a second-order construct. In addition, the study develops an integrated framework that captures both linear and non-linear relationships between MOOCSQ dimensions and learner retention, offering a more comprehensive understanding of the factors influencing retention in MOOCs. The five key first-order dimensions: Native Language MOOC Content, MOOC Learner Interface, Adaptive Learning Environment, Learner Support and Credit Mobility, and Functional Suitability and Performance Efficiency along with their respective measurement items relevant to the MOOC context, were identified through an extensive review of high-impact, highly cited empirical studies in the domains of both offline and online service quality. To collect primary data, a mixed-mode approach was employed, utilizing both paper-based and online survey methods. A total of 751 responses were gathered from Indian MOOC learners. The dataset was analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to examine the influence of MOOC Service Quality (MOOCSQ) on MOOC Learner Retention (MLR). Following this, Artificial Neural Network (ANN) analysis was conducted to detect non-linear patterns among the first-order dimensions of MOOCSQ and MLR. The study yielded three key findings. First, MOOCSQ demonstrated a direct and statistically significant positive effect on MOOC Learner Engagement (MLE), MOOC Learner Satisfaction (MLS), and MOOC Learner Retention (MLR). Second, complementary partial mediation was identified in the relationship between MOOCSQ and MLR via MLE and MLS. Third, technostress was found to negatively moderate the relationships between MOOCSQ and both MLE and MLS. The predictive accuracy and robustness of the model were further validated using the ANN technique. To further enhance the analysis, the study employed the Fuzzy Best Worst Method (FBWM) to rank the first order dimensions of MOOC Service Quality (MOOCSQ). v This research represents a pioneering effort in systematically evaluating service quality dimensions within the MOOC context. By integrating both quantitative and qualitative methodologies, the study presents a comprehensive research framework for assessing MOOCSQ. From an academic perspective, the study contributes to the existing literature by demonstrating how MOOC service quality influences learner retention, particularly through the inclusion of intervening and moderating variables. From a practical standpoint, the findings provide valuable insights for MOOC platform managers, highlighting specific dimensions of service quality that require greater attention in the design and delivery of services. The proposed framework enables providers to gain a competitive edge by focusing on the most influential aspects of service quality. Moreover, it supports the development of targeted strategies aimed at enhancing learner retention, improving market positioning, and increasing overall platform effectiveness. This study also offers a valuable diagnostic tool for assessing the current quality of service offerings, thereby guiding continuous improvement efforts across MOOC platforms. Dr. RAJIV SINDWANI and Dr. MANISHA GOEL

2025-04-01T00:00:00Z Manisha, Manisha http://localhost:8080/xmlui/handle/123456789/6079 2026-04-20T09:52:25Z 2024-03-01T00:00:00Z

Diffusion of Innovation in online shopping An Empirical study of consumer electronic products in NCR Manisha, Manisha Online shopping has changed the scenario of traditional shopping in all facets of life. Internet technology plays an important part in digital marketing. The use of internet for all shopping transactions has led to the growth of online shopping. Digital shopping has lots of benefits which add value to the customers satisfaction. The research work aims at studying the various factors which affecting the adoption of online shopping. The current study extracted 3 factors namely, personal factors which includes knowledge, hedonic shopping value, perceived behavioral control, self efficacy and consumer innovativeness and social factors and product related factors which includes relative advantage, complexity, trust, trialability that enables the consumers to adopt online shopping of consumer electronic products trialablitiy. The results of Cronbach’s alpha for personal factors, social factors and product related factors are greater than 0.7 which concluded that the measured model have reliable responses. The convergent validity of the measured scale is also examined and the construct loading of all the statements are found to be greater than 0.7 indicates that the reliability of the measured scale. The study also reflected the impact of all the factors on behavioral intention to continue with online shopping of consumer electronic products. In personal factors: knowledge have path coefficient of relation with behavioral intention is 0.248 with critical ratio 4.129. This indicates that customers knowledge plays a significant role on behavioral intention. Hedonic shopping value have path coefficient of relation with behavioral intention is 0.206 with 4.242 which indicates that hedonic shopping value plays a significant role on behavioral intention. Perceived behavioral control have path coefficient of relation with behavioral intention is 0.161 with critical ratio 4.129. This indicates that perceived behavioral control plays a significant role on behavioral intention. Self efficacy have path coefficient of relation with behavioral intention is 0.021 with 0.675 which indicates that self efficacy plays a significant role on behavioral intention. Consumer innovativeness have path coefficient of relation with behavioral intention is 0.324 with 6.4 which indicates that consumer innovativeness plays a significant role on behavioral intention. Social factors: The path coefficient of the relation between social factors and behavioral intention is 0.75 with critical ratio = 15.974. The results indicates that the social factors plays a significant role in influencing the behavioral intention of the consumer to buy consumer electronic products. product related factors: Relative advantage. The pathcoefficient of the relation between Relativeadvantage of product and behavioral intention is 0.233 with critical ratio = 4.504. The results indicates that the Relative advantage of product plays a significant role in influencing the behavioral iv intention of the consumer to buy consumer electronic products. Complexity: The path coefficient of the relation between complexity and behavioral intention is 0.238 with critical ratio = 4.664. The results indicates that the Product’s complexity plays a significant role in influencing the behavioral intention of the consumer to buy consumer electronic products. Trust: The path coefficient of the relation between Trust of product and behavioral intention is 0.216 with critical ratio = 4.386. The results indicates that the trust of product plays a significant role in influencing the behavioral intention of the consumer to buy consumer electronic products Trialability: The path coefficient of the relation between Product’s Trialability and behavioral intention is 0.216 with critical ratio = 5.746. The results indicates that the Product’s. Trialability plays a significant role in influencing the behavioral intention of the consumer to buy consumer electronic product. The study also revealed the mediating role of behavioural intention between the personal factors and usage behaviour. The mediation is examined using AMOS software and while applying the Baron & Kenny procedure along with Bootstrap SEM method. “BI mediates between PF and UB in for buying CEP. The result of the Bootstrap mediation test indicates that the total effect of the personal factors on UB is found to be 0.882 with p value 0.005. The total effect of the personal factors on UB is found positive and significant. BI mediates between social factors and UB in for buying CEP. The result of the Bootstrap mediation test indicates that the total effect of the social factors on UB is found to be 0.719 with p value 0.020. The total effect of the social factors on UB is found positive and significant. “BI mediates between product related factors and UB in for buying CEP. The result of the Bootstrap mediation test indicates that the total effect of the product related factors on UB is found to be 0.874 with p value 0.005. The p value of the path coefficient of total effect 0.882 is found significant (i.e. less than 5 % level of significance). Thus, the total effect of the product related factors on UB is found positive and significant. On the basis of research it has been concluded that there are many factors which affects the adoption of online shopping of consumer electronic products, and their impact on behavioral intention. Dr. MANISHA GOEL

2024-03-01T00:00:00Z Manisha, Manisha http://localhost:8080/xmlui/handle/123456789/6078 2026-04-20T09:48:30Z 2025-03-01T00:00:00Z

Access to financial resources and growth of microenterprises Manisha, Manisha Access to financial resources or Access to Finance (ATF) plays a crucial role in the growth and sustainability of Micro-Enterprises (MEs), which are vital drivers of economic development and job creation, particularly in emerging economies. MEs often face significant challenges in securing adequate funding, including limited access to formal financial institutions, high collateral requirements, and lack of Financial Literacy (FL). This study explores the relationship between ATF and the growth of MEs, focusing on the demand-side factor which restricts entrepreneurs from accessing finance, i.e., a lack of FL level. This study highlights the relevance of FL to enhance ATF, which is conducive to the growth of MEs. The study’s primary goal was to examine the impact of FL and ATF on the growth of MEs. It also attempted to identify the influence of MEs’ demographic profiles on FL and ATF. FL includes its components: Financial Knowledge (FK), Financial Behavior (FB), Financial Attitude (FA), and demographic profiles embrace gender, age, education, area of operations, experience of MEs, and district in which MEs operate. Financially literate entrepreneurs can leverage FinTech (Financial Technology) solutions (e.g., digital payments, automated accounting, online marketplaces) to make informed financial decisions, optimize resource allocation, and pursue the growth of firms. The study used FL as an independent variable, Growth of MEs as a dependent variable, ATF as a mediator, and FinTech Adoption (FinA) as a moderator. Through the review of extensive literature, the research gaps were identified and research objectives were framed accordingly. For the accomplishment of research objectives, the study collected primary data from 386 MEs in the Faridabad and Palwal districts of Haryana. After data cleaning, the reliability and validity were ensured. For the analyses of data, SPSS and SMART-PLS version 4.1 were used. The study conducted an independent sample t-test, one-way ANOVA, and PLS-SEM to test the specified research hypotheses. The study’s results showed no difference in the FK of males and females of the sampled MEs. However, females lag when it comes to applying that knowledge practically. The present study exhibits a significant difference between male and female MEs concerning their FB and FA. Males possess more positive FB and FA than females. The study provides empirical evidence that highly educated, experienced, MEs operating in urban areas and middle-aged (30-49 years) entrepreneurs were more financially literate than their counterparts. In the Faridabad and Palwal districts, MEs were indifferent concerning their FK but MEs in the Faridabad district had more positive FB and FA than the Palwal district. Overall, the MEs found a low FL level in the sampled districts, i.e., 53.38%. The results also revealed that no significant difference between male and female MEs iv concerning ATF. It implies that both face similar types of barriers to access finance. The empirical evidence of the study demonstrates that MEs with high education, experience, age above 50 years or more, operating in urban areas, and in Faridabad District, found less difficulty to access finance than their counterparts. MEs in Faridabad and Palwal districts face lot of barriers in accessing finance from the Government schemes, wherein less awareness and knowledge, and the lack of collateral were the top two listed barriers. Through PLS-SEM results, the study found ATF, an important contributor to the growth of MEs. Moreover, FL had a significant influence on ATF and the growth of MEs. Furthermore, the study found that FL had a statistically significant indirect influence on the growth of MEs, suggesting that ATF functions as a mediator between FL and the growth of MEs. The effect of FinA as a moderator was insignificant in the relationship between FL and ATF, and ATF and the growth of MEs. However, FinA was a significant and negative moderator in the relationship between FL and the growth of MEs, suggesting that overreliance on fintech without proper digital skills may expose financially literate MEs to cybercrime, data misuse, or excessive borrowing, which could outweigh the advantages of their FL. This study highlights that FL is not merely a skill but a critical enabler that empowers MEs to effectively manage resources, adopt technology, access credit, and make informed financial decisions. A lack of awareness or understanding of financial tools and technology can limit access to crucial resources, stifling business expansion and sustainability. The findings underline the importance of targeted financial education programs and policies that bridge knowledge gaps and ensure fintech tools are adopted in ways that truly facilitate access to affordable credit and support firm growth. Strengthening the ecosystem for financial inclusion, coupled with increased literacy, can accelerate the growth of MEs, and contribute to regional economic development. Dr. RENU AGGARWAL and Dr. SAVITA BHAGAT

2025-03-01T00:00:00Z Sharma, Minakshi http://localhost:8080/xmlui/handle/123456789/6077 2026-04-20T09:44:59Z 2025-09-01T00:00:00Z

Consumer buying behaviour towards organic personal care products Sharma, Minakshi Organic consumption worldwide has experienced a significant surge, particularly newlineamong consumers of personal care products. This trend can be attributed to heightened newlinehealth consciousness and growing safety concerns, which play a pivotal role in shaping newlineconsumer choices. With increasing awareness of harmful chemicals in conventional newlineproducts and a greater emphasis on sustainability, more individuals are opting for newlineorganic alternatives in their personal care routines. This study seeks to explore the newlinefactors influencing consumer intention and behaviour towards purchasing organic newlinepersonal care products, using the Theory of Planned Behaviour (TPB) as a conceptual newlineframework.While extensive research has been conducted on consumer newlinebehaviour towards organic food products, the literature reveals a gap in studies focusing newlineon organic personal care products. Organic personal care products refer to items such newlineas skin care, hair care, and hygiene products that are free from synthetic chemicals and newlineare made using naturally derived ingredients. These products are perceived to be safer, newlinehealthier, and more environmentally friendly, making them increasingly popular among newlinehealth-conscious consumers. newlineGiven the scarcity of research in this area, particularly in emerging markets, this study newlinecontributes valuable insights by focusing on the Indian consumer base. India, with its newlinediverse population and growing middle class, presents a unique landscape for studying newlineorganic consumption patterns. newlineconsumer behaviour towards organic personal care products, particularly in the Indian newlinecontext. By extending the TPB framework to include health and safety concerns and newlineprice sensitivity, the study offers better perspective on the decision-making process. newlineThe findings have important implications for both academics and practitioners, offering newlinea foundation for future research and strategic insights for those looking to capitalize on newlinethe growing demand for organic personal care products. Dr. MANISHA GOEL and Dr. RAJIV SINDWANI

2025-09-01T00:00:00Z