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Table-4: Gender-wise feedback of the learners on various statements
regarding effectiveness of iGRAM portal

Neither
Strongly Strongly
Gender Agree Agree nor Disagree
Agree Disagree
disagree
Male 22.3 41.9 14.5 12.4 8.9
Female 37.2 42.0 9.1 11.7 0.0

Interpretation of table should make more efforts to popularize
it among the learners.
During the analysis of data 64.2 percent
male learners found to be satisfied with Nowadays more and more people are
the effectiveness of iGRAM in resolving accessing the internet on smartphone/
learners’ grievances as in response mobile which is also evident from the
to 11 different statements of the feedback received from learners during
questionnaire they gave their opinion the present survey (91.8 percent iGRAM
as either strongly agree or agree and users access internet on mobile), IGNOU
21.3 percent male learners found to be should develop a dedicated mobile
dissatisfied with iGRAM effectiveness app of iGRAM which will increase its
as they gave their opinion as either accessibility.
strongly disagree or disagree.
During the present study it has been
On the other hand, comparatively higher found that more than half of the iGRAM
percentage of female learners found to grievances (56.1 percent) comprise
be satisfied with the effectiveness of grievances related to non-receipt of
iGRAM in resolving learners’ grievances study material. If timely delivery of
as 79.2 percent female learners gave study material is ensured then it will
their opinion as either strongly agree significantly reduce the number of
or agree and only 11.7 percent female grievances on iGRAM and as result
learners found to be dissatisfied with officials can devote their saved time
iGRAM effectiveness as they gave their in addressing other grievances of
opinion as disagree. None of the female important nature.
learners gave her opinion as strongly This study is based on a survey of
disagree regarding effectiveness of iGRAM users of only one Regional
iGRAM in resolving learners' grievances. Centre. It is hereby recommended that
Conclusion
similar study be conducted from all the
Keeping in view the immense potential Regional Centres of IGNOU with a large
of IGNOU online grievance redressal and sample so that results and viewpoints
management in speedy and effective from larger databases could be utilized
handling of learners’ grievances, for further improvement of iGRAM
Regional Centres and Study Centres portal.

Indian Journal of Educational Technology 103
Volume 3, Issue 2, July 2021