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Perceived outcomes of e-learning: identifying key attributes affecting user satisfaction in higher education institutes

Yash Daultani (Operations Management Group, Indian Institute of Management Lucknow, Lucknow, India)
Mohit Goswami (Operations Management group, Indian Institute of Management Raipur, Raipur, India)
Ajay Kumar (Department of Marketing, School of Business Studies, Sharda University, Greater Noida, India)
Saurabh Pratap (Department of Mechanical Engineering, Indian Institute of Technology (IIT-BHU) Varanasi, India)

Measuring Business Excellence

ISSN: 1368-3047

Article publication date: 11 February 2021

Issue publication date: 13 May 2021




The purpose of this paper was to examine the perceived outcomes of e-learning by identifying key attributes affecting user (learner) satisfaction in higher education institutes.


A conceptual model considering user satisfaction as a key construct was developed through critical literature review and expert opinion. The model is empirically validated using confirmatory factor analysis and structural equation model in the context of higher education institutions. A sample of 802 users comprising of engineering and management students has been used for the analysis.


Course attributes, system attributes, interactive attributes and instructor attributes were found to have an influence significantly on user satisfaction. Instructor attributes were the topmost significant contributor followed by the course attributes.

Social implications

Delivery of educational programs through e-learning platforms has increasingly gained traction throughout the world owing to its locational, time and convenience-related facets. Further, the ongoing global pandemic has catalysed acceptance of e-learning platforms thus attracting large number of learners and teachers for facilitating the teaching-learning process. This paper is a novel attempt to identify the existing gaps in teaching-learning process in the context of e-learning.


This study is original and provides new insights into how e-learning platforms and higher education institutions can ensure higher user satisfaction and learning in current challenging times. This paper will also be of interest to policymakers.



The authors acknowledge the funding provided by the Indian Council of Social Science Research (ICSSR), New Delhi, India (Grant number: IMPRESS P2479) for this study.


Daultani, Y., Goswami, M., Kumar, A. and Pratap, S. (2021), "Perceived outcomes of e-learning: identifying key attributes affecting user satisfaction in higher education institutes", Measuring Business Excellence, Vol. 25 No. 2, pp. 216-229.



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