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Assessment of E-Learning Satisfaction from Critical Incidents Perspective

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.