Analysing users’ satisfaction with e‐learning using a negative critical incidents approach
- 1 April 2008
- journal article
- research article
- Published by Taylor & Francis Ltd in Innovations in Education and Teaching International
- Vol. 45 (2), 115-126
- https://doi.org/10.1080/14703290801950286
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.This publication has 28 references indexed in Scilit:
- Usability, quality, value and e-learning continuance decisionsComputers & Education, 2005
- Key Determinants of Student SatisfactionJournal of College Student Retention: Research, Theory & Practice, 2002
- How Instructor Immediacy Behaviors Affect Student Satisfaction and Learning in Web-Based CoursesBusiness Communication Quarterly, 2001
- An innovative pedagogy for teaching and evaluating computer literacyInformation Technology and Management, 2000
- Negative Emotions in Marketing Research: Affect or Artifact?Journal of Business Research, 1998
- Relative academic performance and its relation to facet and overall satisfaction with interactive telecoursesDistance Education, 1997
- Service Breakdowns: A Study of Critical Incidents in an AirlineInternational Journal of Service Industry Management, 1992
- The Service Encounter: Diagnosing Favorable and Unfavorable IncidentsJournal of Marketing, 1990
- Mood and memory.American Psychologist, 1981
- A Dimensional Analysis of College Student SatisfactionMeasurement and Evaluation in Guidance, 1971