Nian-Shing Chen, Kan-Min Lin, no name Kinshuk


Understanding learner satisfaction and its factors is very important for E-learning quality development. In this study, we describe an E-learning satisfaction assessment model based on the negative critical incidents perspective and examine if critical incidents affect E-learning satisfaction. The model is tested using an empirical study of 230 online learners at NSYSU Cyber-University. The results show that the model is valid and it can provide 71% of explanatory power for overall cumulative satisfaction for E-learning in our empirical case. The critical incidents that affect E-learning satisfaction can be classified into four categories: administration, functionality, instruction and interaction. Among them, interaction and functionality are found to be the most important factors.


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Paper Citation

in Harvard Style

Chen N., Kinshuk N. and Lin K. (2004). ASSESSMENT OF E-LEARNING SATISFACTION FROM CRITICAL INCIDENTS PERSPECTIVE . In Proceedings of the Sixth International Conference on Enterprise Information Systems - Volume 5: ICEIS, ISBN 972-8865-00-7, pages 27-34. DOI: 10.5220/0002605700270034

in Bibtex Style

author={Nian-Shing Chen and no name Kinshuk and Kan-Min Lin},
booktitle={Proceedings of the Sixth International Conference on Enterprise Information Systems - Volume 5: ICEIS,},

in EndNote Style

JO - Proceedings of the Sixth International Conference on Enterprise Information Systems - Volume 5: ICEIS,
SN - 972-8865-00-7
AU - Chen N.
AU - Kinshuk N.
AU - Lin K.
PY - 2004
SP - 27
EP - 34
DO - 10.5220/0002605700270034