Developing a performance evaluation matrix to enhance the learner satisfaction of an e-learning system

In recent years, e-learning has grown in popularity as a learning model, and whether the design of an e-learning system fulfils the needs of learners directly affects their learning effectiveness. In this study, we develop a fuzzy linguistic scale to establish a satisfaction index and create an influence index based on simple regression models. Subsequently, we construct a performance evaluation matrix having the satisfaction and influence indices as the horizontal and vertical axes, respectively. Finally, we evaluate the means of the two indices to use them as dynamic standards for identifying the items considered critical to quality quickly and easily. Moreover, we discuss a case study involving the computer-assisted language learning system to demonstrate the applicability of the proposed framework. In this case study, 406 valid questionnaires were used, and we discovered that operational stability was the most important item, followed by the dimension of the learning community. Further, we discuss the strategies for enhancing learner satisfaction, as well as its practical implications.