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Analysing Users' Satisfaction with E-Learning Using a Negative Critical Incidents Approach
ARTICLE

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IETI Volume 45, Number 2, ISSN 1470-3297

Abstract

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.)

Citation

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. Retrieved December 14, 2019 from .

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