In this present time, information is literally at our fingertips and the thought of such supremacy should not go wasted. In an extremely competitive industry every inch counts to attain the advantage against our competitors and the only way to do so is by ensuring that the workforce are provided with the tools in their arsenal to ensure that the desired outcome for the unit is attained, The tangible element of the unit does play a role in creating a visual impact on the customer but it the personalized touch and the services that are provided that creates THE WOW FACTOR and that is what leads to customer satisfaction and customer brand loyalty. In order to do so, effective training has to be provided, in inner country chain hotels that have units in various cities in the country and around the world need to deliver the equivalent procedures of service to their guest, the only difference that they should notice is the location and the ethos of the units construction. E-Learning or E- Training is a way in which the inner country chain and worldwide hotels can do so.
1.1 Background to research topic
E-Learning has been in existence from 1991 but from 1996 it has picked up speed and is currently growing rapidly. It is a tool that provided information, interactive and is multi-dimensional. It can provided resources and information than a lecturer. (Pollard & Hilage, 2001).According to Hubackova (2015) E-Learning expanded to the masses after the advancement, improvement of technology and the price tag became affordable to attain a computer. The late eighties and nineties started to witness the growth of the Computer Based Training (CBT). In the late nineties is when the browsers started to create awareness amongst the people and that enabled users to view and visually rich graphics and text. The Internet quickly spread and the prices for internet connections at home become economical the middle-class households. On the advancement and the fact the internet had reached the masses Web Based Training (WBT) commenced as compared to CBT there was no requirement for CD ROMS and an array of disc required for each chapter. With WBT picking up momentum it started to reach institutions and slowly to organizations thus becoming to be known as E-Learning in this day and age.
Ensuring that continuous, consistent customer service being provided is essential in order to guarantee that a customer remains loyal to the brand, in most cases consistency is compromised due to inadequate training provided to the existing and new workforce. The turnover in the hospitality industry is generally high due to a number of factors and therefore the training and development of all its workforce are important and it is equally important that they are trained to provide the consistency that is expected. Online training and education have evolved into Learning Management Systems (LMS) which is used by organizations to automate course admissions, deliver content and facilitate collaboration. The Learning Content Management System (LCMS) is a tool used to create, store and manage content. It also mentions that technology-based training delivery for 29% of all cooperate training and expects to increase in the near future (Wellen, 2012) The entire purpose of E-Learning is to ensure that consistency is met, the key difference between Face to Face and Electronic Learning the fact that consistency in the delivery.
The fact that DeRouin, Fritzche and Salas (2005) mention that “E-Learning is a powerful tool for delivering many and varied instructional technologies and methods” E-Learning is tool that if used right from the stages of development, delivery and evaluation reemphasizing the organizations desired outcome and the process in which it should be achieved will prove to be viable, effective and potential return on investment. The design factors to be taken into consideration is the motivation of the learner, is it only for the benefit of the company or self-development
Training has in the past been considered as a necessary expense and companies tried to find a way to cut the expense and make it more effective and efficient, but these days’ corporates started to consider training not as an expense but rather an investment. “One way to increase ROI and decrease expenses is by implementing technology based training (e-learning)” (THINQ’s ) Significant Return on Investment impact can be attained through implementation of E-Learning. A well designed and developed E-learning program is faster, cost efficient and more effective as compared to a class room session. According to (THINQ’s ) a 15-25% increase in retention and transfer of knowledge from military, educational institutes and industries with large man power.
In developing countries according to Naresh and Reddy (2015) challenges such as infrastructure, slow speed internet, trained instructors lack of financial support and the readiness from the users, reasons being that importance in not provided to technology based learning. The developed countries have the financial resources, infrastructure and the support from the government to further evolve and create better ways to deliver trainings, should the organisations in developing countries contribute to better the infrastructure at their place of work it can increase the users skills and would be a tool for them to self-develop and be a part of the technological world.
(Ramayah, Ahmad, ; Hong , 2012)With the innovation of information technology it has created a paradigm shift in e-training in the recent years, the demand training has increased and this has let in a way for e-training in corporate companies rather than the traditional class room training. Companies who have attained new ways to delivery their trainings have shown a significant effectiveness and retention of information longer by their employees (Hardman ; Robertson, 2012).
They are similarities to e-training and to e-learning, the delivery and the tools used are the same, e-training is a shorter duration of training that is conducted as for e-learning it the advancement of knowledge and skill that an employee should possess in order to the job, the key element of training is to ensure that the job performance is boosted and job satisfaction is attained by the employee this creates a productive workforce as e-training is kept updated to the currents methods and standards, this in return provided the competitive advantage (Bardach, 1997) (Ellis ; Kuznia, 2014)