Revisiting User Satisfaction and Intention to Use: A Cross-Sectional Study of e-Learning during Lockdown

ABSTRACT

COVID-19 related lockdowns forced students of higher education to receive education entirely online as a replacement for physical attendance in classrooms. This new situation caused students to discover the advantages and disadvantages of e-learning and influenced their satisfaction in using it and intention to use it. Consequently, this study revisits the intention to use and satisfaction-related theories based on pre-COVID conditions. This revisit was necessary because the evidence suggests that students' new situation has changed some determinants related to their satisfaction and intention to use. This situation warranted the simultaneous consideration of many dimensions when measuring user satisfaction and intention to use during the lockdown. This cross-sectional study developed an integrated model to measure students' satisfaction and its impact on intention to use e-learning. Structural equation modeling was used to conduct the empirical analysis. Nine hundred respondents from Malaysia and Saudi Arabia participated in this study. Students from Malaysia and Saudi Arabia showed marginal differences in their perceptions of e-learning. The findings showed changes in students' perceptions toward satisfaction and intention to use e-learning, which might be due to using e-learning exclusively.