Analysing Users' Satisfaction with E-Learning Using a Negative Critical Incidents Approach
IETI Volume 45, Number 2, ISSN 1470-3297
One critical success factor for e-learning is learners' satisfaction with it. This is affected by both positive and negative experiences in a learning process. This paper examines the impact of such critical incidents on learners' satisfaction in e-learning. In particular, frequent occurrence of negative critical incidents has significant potential of negatively affecting satisfaction. The focus of this paper is on assessing satisfaction with e-learning from a "negative critical incidents" perspective. The paper describes a satisfaction assessment model, called SAFE. The results of an empirical study at the National Sun Yat-sen Cyber-University are used to evaluate and validate the SAFE model. Based on the results, the critical incidents that affect e-learning satisfaction are classified into four categories: administration, functionality, instruction and interaction. Of these, interaction and instruction are found to be the most important factors. (Contains 2 figures and 3 tables.)
Chen, N.S., Lin, K.M. & , K. (2008). Analysing Users' Satisfaction with E-Learning Using a Negative Critical Incidents Approach. Innovations in Education and Teaching International, 45(2), 115-126.
Cited ByView References & Citations Map
Brenda Cecilia Padilla Rodriguez, Ma. Concepción Rodriguez Nieto & Victor Manuel Padilla Montemayor, Universidad Autonoma de Nuevo Leon (UANL), Mexico
EdMedia + Innovate Learning 2009 (Jun 22, 2009) pp. 3341–3346
These links are based on references which have been extracted automatically and may have some errors. If you see a mistake, please contact firstname.lastname@example.org.