Factors influencing service quality in mobile learning: a PLS-SEM approach

Janković, Lidija; Arsić, Sanela; Radić, Aleksandra; Milošević, Isidora

Conference Object Open access M33

Krstić et al., 2026.pdf (973.53KB)

2026

Janković, Lidija
Arsić, Sanela
Radić, Aleksandra
Milošević, Isidora

Savez mašinskih i elektrotehničkih inženjera i tehničara Srbije (SMEITS), Društvo za procesnu tehniku

Zbornik radova - 39. Međunarodni kongres o procesnoj industriji, PROCESING ‘26, Negotin, 3. i 4. jun 2026 [Elektronski izvor]

203

211

English

M33 - Conference paper at an international conference, printed in full

The development of mobile technologies has significantly affected the educational environment, emphasizing the importance of quality management and standardization in the provision of educational services. Mobile learning (m-learning), as a continuation of e-learning, allows students flexible and interactive access to educational content via mobile devices, which contributes to the standardization and improvement of the quality of the educational process in higher education. The aim of this research is to examine the factors that shape the perception of the quality of mobile learning services, with a focus on the expected effort, the influence of the lecturer and the personal innovativeness of the students. The proposed research model was tested using partial least squares structural equation modeling (PLS-SEM), based on survey data collected from students at the University of Belgrade, providing insight into the key determinants that contribute to the quality of services in mobile learning. The research results confirm all proposed hypotheses, indicating that effort expectancy, instructor influence, and students’ personal innovativeness have a statistically significant and positive effect on the perceived quality of mobile learning services. The obtained findings provide valuable guidance for decision-makers and higher education institutions in improving the design and implementation of mobile learning platforms, with the aim of achieving higher levels of service quality and standardization in education.

mobile learning, service quality, quality management, PLS-SEM

ISBN

978-86-85535-26-0

URI

https://izdanja.smeits.rs/index.php/ptk/arti...
https://repozitorijum.tfbor.bg.ac.rs/handle/...

dc.creator	Janković, Lidija
dc.creator	Arsić, Sanela
dc.creator	Radić, Aleksandra
dc.creator	Milošević, Isidora
dc.title	Factors influencing service quality in mobile learning: a PLS-SEM approach
dc.date.issued	2026
dc.publisher	Savez mašinskih i elektrotehničkih inženjera i tehničara Srbije (SMEITS), Društvo za procesnu tehniku
dc.identifier.isbn	978-86-85535-26-0
dc.identifier.uri	https://izdanja.smeits.rs/index.php/ptk/article/view/8348
dc.type	conferenceObject
dc.source	Zbornik radova - 39. Međunarodni kongres o procesnoj industriji, PROCESING ‘26, Negotin, 3. i 4. jun 2026 [Elektronski izvor]
dc.citation.spage	203
dc.citation.epage	211
dc.language.iso	en
dc.type.version	publishedVersion
dc.citation.rank	M33
dc.subject	mobile learning
dc.subject	service quality
dc.subject	quality management
dc.subject	PLS-SEM
dc.description.abstract	The development of mobile technologies has significantly affected the educational environment, emphasizing the importance of quality management and standardization in the provision of educational services. Mobile learning (m-learning), as a continuation of e-learning, allows students flexible and interactive access to educational content via mobile devices, which contributes to the standardization and improvement of the quality of the educational process in higher education. The aim of this research is to examine the factors that shape the perception of the quality of mobile learning services, with a focus on the expected effort, the influence of the lecturer and the personal innovativeness of the students. The proposed research model was tested using partial least squares structural equation modeling (PLS-SEM), based on survey data collected from students at the University of Belgrade, providing insight into the key determinants that contribute to the quality of services in mobile learning. The research results confirm all proposed hypotheses, indicating that effort expectancy, instructor influence, and students’ personal innovativeness have a statistically significant and positive effect on the perceived quality of mobile learning services. The obtained findings provide valuable guidance for decision-makers and higher education institutions in improving the design and implementation of mobile learning platforms, with the aim of achieving higher levels of service quality and standardization in education.
dc.rights.license	CC-BY
dc.rights.uri	https://creativecommons.org/licenses/by/4.0/
dc.date.accessioned	2026-10-16T10:32:54Z
dc.description.provenance	Submitted by ljankovic@tfbor.bg.ac.rs on 2026-09-25 06:50:42.293199, with 2 file(s). Approved by Милица Ницуловић (mniculovic@tfbor.bg.ac.rs) on 2026-10-16T10:32:54Z.
dc.identifier.uri	https://repozitorijum.tfbor.bg.ac.rs/handle/123456789/6142
dc.identifier.fulltext	https://repozitorijum.tfbor.bg.ac.rs/bitstream?id=bb759622-4b6e-4e4b-907c-9d8ed58994d2


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