Critical success factors for e-learning satisfaction, Jordanian Universities’ experience


  • MOHAMMAD Khasawneh, Dr. The World Islamic Sciences and Education University (WISE), JORDAN
  • Ahmad Bani Yaseen, Dr. The World Islamic Sciences and Education University (WISE), JORDAN



Jordan, universities, satisfaction, E-Learning


Modern institution plays crucial role in motivated towards a competitive age. A university must improve and develop their teaching and learning process related to the new innovations of educational technologies. The Hashemite Kingdome of Jordan, as one of the developing countries, focuses on higher education sector as one of the most influential sectors to develop social, economic, and human growth in the country. However, the King, the government, and the leadership of higher education institutions in Jordan face many challenges to enhance the quality of the output in universities and to sustain the scientific research. Sadly, there are lack of studies and programs that measure the satisfaction of using e-learning to improve the educational process in Jordanian universities from managerial perspective. The main purpose of this study is to examine and measure the satisfaction factors by employed Information System Success Model (ISSM) related to the usage and sustain use of e-learning in Jordanian public universities. A self-administered survey was conducted on 117of academics selected as deans of faculties, academic departments’ chairs, and managers of computer and e-learning centers. About 100 participants (85%) have responded. The results show that perceived usefulness, management support,self-efficacy, technical support, and training have a significant relationship with the satisfaction of the usage of e-learning system. On the other hand, the study grants a good indicator to the higher education leaderships about the quality of used e-learning in the Jordanian public universities.


Download data is not yet available.


[1] Zaharias, Panagiotis, and Christopher Pappas. "Quality Management of Learning Management Systems: A User Experience Perspective." Current Issues in Emerging eLearning 3.1 (2016): 5.
[2] Law, Nancy, et al. "A multilevel system of quality technology-enhanced learning and teaching indicators." Journal of Educational Technology & Society 19.3 (2016): 72-83.
[3] Benson, E. Paige. "Online learning: A means to enhance professional development." Critical Care Nurse 24.1 (2004): 60-63.
[4] Connolly, Thomas M., Ewan MacArthur, Mark Stansfield, and Evelyn McLellan. "A quasi-experimental study of three online learning courses in computing." Computers & Education 49, no. 2 (2007): 345-359.
[5] Kinney, Norman E. "A guide to design and testing in online psychology courses." Psychology Learning & Teaching 1.1 (2001): 16-20.
[6] Hwang, Gwo-Jen, and Chin-Chung Tsai. "Research trends in mobile and ubiquitous learning: A review of publications in selected journals from 2001 to 2010." British Journal of Educational Technology 42.4 (2011): E65-E70.
[7] Piccoli, Gabriele, Rami Ahmad, and Blake Ives. "Web-based virtual learning environments: A research framework and a preliminary assessment of effectiveness in basic IT skills training." MIS quarterly (2001): 401-426.
[8] Lorenzetti, Jennifer Patterson. "How e-learning is changing higher education: A new look." Distance education report 22.7 (2005): 4-7.
[9] Lai, Fang, Renfu Luo, Linxiu Zhang, Xinzhe Huang, and Scott Rozelle. "Does computer-assisted learning improve learning outcomes? Evidence from a randomized experiment in migrant schools in Beijing." Economics of Education Review 47 (2015): 34-48.
[10] Islam, AKM Najmul. "E-learning system use and its outcomes: Moderating role of perceived compatibility." Telematics and Informatics 33.1 (2016): 48-55.
[11] Zacharis, Nick Z. "A multivariate approach to predicting student outcomes in web-enabled blended learning courses." The Internet and Higher Education27 (2015): 44-53.
[12] Lin, S. L., & Wang, C. S. (2015). Integration of FAHP and association rule to establish the evaluation mechanism for e-learning platform. Journal of Management & Systems, 22(1), 125–147.
[13] All, Anissa, Elena Patricia Nuñez Castellar, and Jan Van Looy. "Towards a conceptual framework for assessing the effectiveness of digital game-based learning." Computers & Education 88 (2015): 29-37.
[14] Cole, Michele T., Daniel J. Shelley, and Louis B. Swartz. "Online instruction, e-learning, and student satisfaction: A three year study." The International Review of Research in Open and Distributed Learning 15.6 (2014).
[15] Islam, AKM Najmul. "Sources of satisfaction and dissatisfaction with a learning management system in post-adoption stage: A critical incident technique approach." Computers in Human Behavior 30 (2014): 249-261.
[16] Kuo, Yu-Chun, et al. "Interaction, Internet self-efficacy, and self-regulated learning as predictors of student satisfaction in online education courses."The Internet and Higher Education 20 (2014): 35-50.
[17] Newman, Frank, and Jamie E. Scurry. "Higher education and the digital Rapids." International Higher Education 26 (2015).
[18] Al-Khasawneh, Ahmad, Mohammad Khasawneh, Mohammad Bsoul, Sahar Idwan, and Aykut Hamit Turan. "Models for using internet technology to support flexible e-learning." International Journal of Management in Education 7, no. 1-2 (2013): 61-70.
[19] Margavio, Tom, Mike Hignite, Duane Moses, and Geanie W. Margavio. "Multicultural effectiveness assessment of students in IS courses." Journal of Information Systems Education 16, no. 4 (2005): 421.
[20] Khasawneh, Mohammad. "Factors Influence e-Learning Utilization in Jordanian Universities-Academic Staff Perspectives." Procedia-Social and Behavioral Sciences 210 (2015): 170-180.
[21] Johnson, David, and Dina Samora. "The Potential Transformation Of Higher Education Through Computer-Based Adaptive Learning Systems." Global Education Journal 2016.1 (2016).
[22] Newman, Frank, and Jamie E. Scurry. "Higher education and the digital Rapids." International Higher Education 26 (2015).
[23] Hall, G. Brent. "GIS education and infrastructure challenges and problems in emerging countries." Transactions in GIS 3.4 (1999): 311-317.
[24] Onetti, Alberto, Antonella Zucchella, Marian V. Jones, and Patricia P. McDougall-Covin. "Internationalization, innovation and entrepreneurship: business models for new technology-based firms." Journal of Management & Governance 16, no. 3 (2012): 337-368.
[25] Bocconi, Stefania, Panagiotis Kampylis, and Yves Punie. "Framing ICT-enabled Innovation for Learning: the case of one-to-one learning initiatives in Europe." European Journal of Education 48.1 (2013): 113-130.
[26] Davis, Robert, and Don Wong. "Conceptualizing and measuring the optimal experience of the eLearning environment." Decision Sciences Journal of Innovative Education 5.1 (2007): 97-126.
[27] Huang, Yueh-Min, and Po-Sheng Chiu. "The effectiveness of a meaningful learning-based evaluation model for context-aware mobile learning." British Journal of Educational Technology 46.2 (2015): 437-447.
[28] Bhuasiri, Wannasiri, et al. "Critical success factors for e-learning in developing countries: A comparative analysis between ICT experts and faculty." Computers & Education 58.2 (2012): 843-855.
[29] Sundqvist, Sanna, Lauri Frank, and Kaisu Puumalainen. "The effects of country characteristics, cultural similarity and adoption timing on the diffusion of wireless communications." Journal of business research 58.1 (2005): 107-110.
[30] Al-Mobaideen, H. "ICT diffusion in Jordanian universities." European and Mediterranean Conference on Information Systems, Izmir, Turkey, July. 2009.
[31] Patnaik, J. Higher Education in Information Age (1 ed.): Authors press(2001).
[32] Qudais, Mahmoud Abu, Mosleh Al-Adhaileh, and Aieman Al-Omari. "Senior Faculty Members' Attitudes in Jordanian Universities towards Using Information and Communication Technology." Int. Arab J. e-Technol. 1.4 (2010): 135-141.
[33] Ministry of Higher Education and Scientific Research (MOHESR). (2016). Retrieved from,, Sep 16, 2016.
[34] Al-Zaidiyeen, Naser Jamil, Leong Lai Mei, and Fong Soon Fook. "Teachers' attitudes and levels of technology use in classrooms: The case of Jordan schools." International Education Studies 3.2 (2010): 211.
[35] Al-Gahtani, Said S. "Empirical investigation of e-learning acceptance and assimilation: A structural equation model." Applied Computing and Informatics 12.1 (2016): 27-50.
[36] Gay, Glenda HE. "An assessment of online instructor e-learning readiness before, during, and after course delivery." Journal of Computing in Higher Education 28, no. 2 (2016): 199-220.
[37] Wu, Jen-Her, Robert D. Tennyson, and Tzyh-Lih Hsia. "A study of student satisfaction in a blended e-learning system environment." Computers & Education 55, no. 1 (2010): 155-164.
[38] Serenko, Alexander. "Student satisfaction with Canadian music programmes: The application of the American customer satisfaction model in higher education." Assessment & Evaluation in Higher Education 36, no. 3 (2011): 281-299.
[39] Chen, Hong-Ren, and Jhen-Gang Huang. "Exploring Learner Attitudes toward Web-based Recommendation Learning Service System for Interdisciplinary Applications." Educational Technology & Society 15, no. 2 (2012): 89-100.
[40] Al-Busaidi, Kamla Ali, and Hafedh Al-Shihi. "Instructors' Acceptance of Learning Management Systems: A Theoretical Framework." Communications of the IBIMA 2010 (2010): 2010.
[41] Delone, William H., and Ephraim R. McLean. "The DeLone and McLean model of information systems success: a ten-year update." Journal of management information systems 19, no. 4 (2003): 9-30.
[42] Chen, Nian-Shing, Kan-Min Lin, and Kinshuk. "Analysing users’ satisfaction with e-learning using a negative critical incidents approach." Innovations in Education and Teaching International 45.2 (2008): 115-126.
[43] Friman, Margareta, Bo Edvardsson, and Tommy Gärling. "Frequency of negative critical incidents and satisfaction with public transport services. I."Journal of Retailing and Consumer Services 8.2 (2001): 95-104.
[44] Roca, Juan Carlos, Chao-Min Chiu, and Francisco José Martínez. "Understanding e-learning continuance intention: An extension of the Technology Acceptance Model." International Journal of human-computer studies 64.8 (2006): 683-696.
[45]Cheng, Yung-Ming. "Effects of quality antecedents on e-learning acceptance." Internet Research 22.3 (2012): 361-390.
[46] Tajuddin, Roslina Ahmed, Marliana Baharudin, and Teoh Sian Hoon. "System quality and its influence on students’ learning satisfaction in UiTM Shah Alam." Procedia-Social and Behavioral Sciences 90 (2013): 677-685.
[47] Islam, A. K. M. "The Role of Perceived System Quality as Educators’ Motivation to Continue E-learning System Use." AIS Transactions on Human-Computer Interaction 4.1 (2012): 25-43.
[48] Lee, Kun Chang, and Namho Chung. "Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective." Interacting with computers 21, no. 5 (2009): 385-392.
[49] Wang, Yi-Shun, and Yi-Wen Liao. "Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success." Government Information Quarterly 25, no. 4 (2008): 717-733.
[50] Bandura, Albert. "Self-efficacy: toward a unifying theory of behavioral change." Psychological review 84, no. 2 (1977): 191.
[51] Gunawardena, Charlotte N., Jennifer A. Linder-VanBerschot, Deborah K. LaPointe, and Lalita Rao. "Predictors of learner satisfaction and transfer of learning in a corporate online education program." The Amer. Jrnl. of Distance Education 24, no. 4 (2010): 207-226.
[52] Hsieh, JJ Po-An, and Wei Wang. "Explaining employees' extended use of complex information systems." European Journal of Information Systems 16, no. 3 (2007): 216-227.
[53] Luan, Wong Su, and Timothy Teo. "Investigating the technology acceptance among student teachers in Malaysia: An application of the Technology Acceptance Model (TAM)." Asia-Pacific Education Researcher 18, no. 2 (2009): 261-272.
[54] Joo, Young Ju, Sunyoung Joung, and Hyun Soo Son. "Structural relationships among effective factors on e-learners’ motivation for skill transfer." Computers in Human Behavior 32 (2014): 335-342.
[55] Aggelidis, Vassilios P., and Prodromos D. Chatzoglou. "Hospital information systems: Measuring end user computing satisfaction (EUCS)." Journal of biomedical informatics 45, no. 3 (2012): 566-579.
[56] Al-Busaidi, Kamla Ali, and Hafedh Al-Shihi. "Key factors to instructors’ satisfaction of learning management systems in blended learning." Journal of Computing in Higher Education 24, no. 1 (2012): 18-39.
[57] Nelson, R. Ryan, and Paul H. Cheney. "Training end users: an exploratory study." MIS quarterly (1987): 547-559.
[58] Cheok, Mei Lick, and Su Luan Wong. "Predictors of e-learning satisfaction in teaching and learning for school teachers: A literature review." International Journal of Instruction 8, no. 1 (2015): 75-90.
[59] Sánchez, R. Arteaga, and A. Duarte Hueros. "Motivational factors that influence the acceptance of Moodle using TAM." Computers in human behavior 26, no. 6 (2010): 1632-1640.
[60] Moses, Priscilla, Md Khambari, Mas Nida, and Su Luan Wong. "Laptop use and its antecedents among educators: A review of the literature." European Journal of Social Sciences 7, no. 1 (2008): 104-114.
[61] Chang, Chiao-Chen. "Exploring the determinants of e-learning systems continuance intention in academic libraries." Library Management 34, no. 1/2 (2013): 40-55.
[62] Sekaran, Uma. "Research methods for business . Hoboken." (2003).