Advertisement

Extending the Concept of User Satisfaction in E-Learning Systems from ISO/IEC 25010

  • Andrés F. AguirreEmail author
  • Ángela Villareal-Freire
  • Rosa Gil
  • César A. Collazos
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 10290)

Abstract

Current trends in the development of educational applications bring new challenges that require both a rapprochement and an understanding of the elements implicit in the interaction of this type of system and the individuals who use them. One of the most relevant aspects in this interaction is user satisfaction; as a result, it is necessary to establish a broader and more precise definition of user satisfaction in the e-learning context, at the same time giving thought to the different constructs that characterize the software systems dedicated to learning. This article presents a proposal that extends the concept of satisfaction of use in e-learning environments through the ISO/IEC 25010 standard.

Keywords

User satisfaction E-learning User experience Instructional design ISO/IEC 25010 

References

  1. 1.
    Zaharias, P., Poulymenakou, A.: Implementing learner-centred design: the interplay between usability and instructional design practices. Interact. Technol. Smart Educ. 3(2), 87–100 (2006)CrossRefGoogle Scholar
  2. 2.
    Squires, D.: Usability and educational software design: special issue of interacting with computers. Interact. Comput. 11(5), 463–466 (1999)CrossRefGoogle Scholar
  3. 3.
    Quinn, C.: Pragmatic evaluation: lessons from usability. In: 13th Annual Conference of the Australasian Society for Computers in Learning in Tertiary Education (1996)Google Scholar
  4. 4.
    Albion, P.R.: Heuristic evaluation of educational multimedia: from theory to practice. In: Proceedings of ASCILITE 1999: 16th Annual Conference of the Australasian Society for Computers in Learning in Tertiary Education: Responding to Diversity, pp. 9–15 (1999)Google Scholar
  5. 5.
    Squires, D., Preece, J.: Predicting quality in educational software: evaluating for learning, usability and the synergy between them. Interact. Comput. 11(5), 467–483 (1999)CrossRefGoogle Scholar
  6. 6.
    ISO/IEC 25010 - Systems and software engineering - systems and software quality requirements and evaluation (SQuaRE) - system and software quality models (2011)Google Scholar
  7. 7.
    Bevan, N.: Los nuevos modelos de ISO para la calidad y la calidad en uso del software. In: Calidad del producto y proceso software, Editorial Ra-Ma, pp. 55–75 (2010)Google Scholar
  8. 8.
    Hassan Montero, Y.: Factores del diseño web orientado a la satisfacción y no-frustración de uso. Rev. española Doc. científica 29(2), 239–257 (2006)Google Scholar
  9. 9.
    Hornbæk, K.: Current practice in measuring usability: challenges to usability studies and research. Int. J. Hum. Comput. Stud. 64(2), 79–102 (2006)CrossRefGoogle Scholar
  10. 10.
    Rogers, Y., Sharp, H., Preece, J.: Interaction Design: Beyond Human-Computer Interaction, 3rd edn. Wiley, Hoboken (2011)Google Scholar
  11. 11.
    ISO 9241: Software Ergonomics Requirements for Office Work with Visual Display Terminal (VDT), Geneva, Switzerland (1998)Google Scholar
  12. 12.
    Hassan Montero, Y., Fernández, F.J.M., Iazza, G.: Diseño Web Centrado en el Usuario: Usabilidad y Arquitectura de la Información, Hipertext. net, no. 2 (2004)Google Scholar
  13. 13.
    Kurosu, M., Kashimura, K.: Determinants of the apparent usability [user interfaces]. In: IEEE International Conference on Systems, Man and Cybernetics, Intelligent Systems for the 21st Century, vol. 2, pp. 1509–1514 (1995)Google Scholar
  14. 14.
    Fu, L., Salvendy, G.: The contribution of apparent and inherent usability to a users satisfaction in a searching and browsing task on the web. Ergonomics 45(6), 415–424 (2002)CrossRefGoogle Scholar
  15. 15.
    Madan, A., Dubey, S.K.: Usability evaluation methods: a literature review. Int. J. Eng. Sci. Technol. 4(2), 590–599 (2012)Google Scholar
  16. 16.
    De Angeli, A., Sutcliffe, A., Hartmann, J.: Interaction, usability and aesthetics: what influences users’ preferences? In: Proceedings of 6th Conference on Designing Interactive systems, pp. 271–280 (2006)Google Scholar
  17. 17.
    Sonderegger, A., Sauer, J.: The influence of design aesthetics in usability testing: effects on user performance and perceived usability. Appl. Ergon. 41(3), 403–410 (2010)CrossRefGoogle Scholar
  18. 18.
    Hassenzahl, M.: The thing and I: understanding the relationship between user and product. In: Blythe, M., Overbeeke, K., Monk, A., Wright, P. (eds.) Funology, vol. 3, pp. 31–42. Springer, Dordrecht (2005)CrossRefGoogle Scholar
  19. 19.
    Harun, M.H.: Integrating e-learning into the workplace. Internet High. Educ. 4(3), 301–310 (2001)CrossRefGoogle Scholar
  20. 20.
    Chuah, K.-M., Chen, C.-J., Teh, C.-S.: Designing a desktop virtual reality- based learning environment with emotional consideration. Res. Pract. Technol. Enhanc. Learn. 6(1), 25–42 (2011)Google Scholar
  21. 21.
    Zaharias, P., Belk, M., Germanakos, P., Samaras, G.: User experience in educational virtual worlds. In: CHI 2011 (2011)Google Scholar
  22. 22.
    Ferreira Szpiniak, A., Sanz, C.V.: Un modelo de evaluacioón de entornos virtuales de enseñanza y aprendizaje basado en la usabilidad. In: IV Congreso de Tecnología en Educación y Educación en Tecnología, pp. 382–392 (2012)Google Scholar
  23. 23.
    Jonassen, D.H., Howland, J., Moore, J., Marra, R.M.: Learning to solve problems with technology: a constructivist perspective (2002)Google Scholar
  24. 24.
    Rager, K.B.: I feel, therefore, I learn: the role of emotion in SelfDirected learning. New Horiz. Adult Educ. Hum. Resour. Dev. 23(2), 22–33 (2009)CrossRefGoogle Scholar
  25. 25.
    Redzuan, F., Lokman, A.M., Othman, Z.A.: Kansei design model for engagement in online learning: a proposed model. Inform. Eng. Inf. Sci. 251, 64–78 (2011)CrossRefGoogle Scholar
  26. 26.
    MacFadden, R.J.: Souls on ice: incorporating emotion in web-based education. J. Technol. Hum. Serv. 23(12), 79–98 (2005)CrossRefGoogle Scholar
  27. 27.
    Wang, C., Ke, S., Chuang, H., Tseng, H., Chen, G.: E-learning system design with humor and empathy interaction by virtual human to improve students learning. In: Proceedings of 18th International Conference on Computers in Education, pp. 615–622. Asia-Pacific Society for Computers in Education, Putrajaya (2010)Google Scholar
  28. 28.
    Wang, Y.-S.: Assessment of learner satisfaction with asynchronous electronic learning systems. Inf. Manag. 41(1), 75–86 (2003)CrossRefGoogle Scholar
  29. 29.
    Shee, D.Y., Wang, Y.-S.: Multi-criteria evaluation of the web-based e-learning system: a methodology based on learner satisfaction and its applications. Comput. Educ. 50(3), 894–905 (2008)CrossRefGoogle Scholar
  30. 30.
    McNamara, N., Kirakowski, J.: Measuring user-satisfaction with electronic consumer products: the consumer products questionnaire. Int. J. Hum. Comput. Stud. 69(6), 375–386 (2011)CrossRefGoogle Scholar
  31. 31.
    Chin, J.P., Diehl, V.A., Norman, K.L.: Development of an instrument measuring user satisfaction of the human-computer interface. In: CHI 1988, Proceedings of SIGCHI Conference on Human Factors in Computing Systems, pp. 213–218 (1988)Google Scholar
  32. 32.
    Chin, J.P., Diehl, V.A., Norman, K.L.: Questionnaire for User Interaction Satisfaction (QUIS). Human-Computer Interaction Lab, University of Maryland at College Park (1988). http://www.lap.umd.edu/QUIS/index.html. Accessed 19 Jan 2015
  33. 33.
    Johnson, T.R., Zhang, J., Tang, Z., Johnson, C., Turley, J.P.: Assessing informatics students satisfaction with a web-based courseware system. Int. J. Med. Inform. 73(2), 181–187 (2004)CrossRefGoogle Scholar
  34. 34.
    Tullis, T., Albert, W.: Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics, 1st edn. Morgan Kaufmann, Burlington (2008)Google Scholar
  35. 35.
    Kirakowski, J., Corbett, M.: SUMI: the software usability measurement inventory. Br. J. Educ. Technol. 24(3), 10–12 (1993)CrossRefGoogle Scholar
  36. 36.
    Software Usability Measurement Inventory (SUMI). Human Factors Research Group, University College Cork (1993). http://sumi.uxp.ie. Accessed 22 Jan 2015
  37. 37.
    Obeso, M.E.A.: Metodología de Medición y Evaluación de la Usabilidad en Sitios Web Educativos. Universidad de Oviedo (2005)Google Scholar
  38. 38.
    Kirakowski, J., Claridge, N., Whitehand, R.: Human centered measures of success in web site design. In: Proceedings of 4th Conference on Human Factors and the Web (1998)Google Scholar
  39. 39.
    Lindgaard, G., Dudek, C.: What is this evasive beast we call user satisfaction? Interact. Comput. 15(3), 429–452 (2003)CrossRefGoogle Scholar
  40. 40.
    Measuring the Usability of Multi-Media System (MUMMS). Human Factors Research Group, University College Cork (1996). http://www.ucc.ie/hfrg/questionnaires/mumms/info.html. Accessed 21 Jan 2015
  41. 41.
    Brooke, J.: SUS - a quick and dirty usability scale. In: Jordan, P.W., Thomas, B., Weerdmeester, B.A., McClleland, I.L. (eds.) Usability Evaluation in Industry, pp. 189–194. Taylor & Francis, London (1996)Google Scholar
  42. 42.
    Hartson, R., Pyla, P.: The UX Book: Process and Guidelines for Ensuring a Quality User Experience. Morgan Kaufmann, Burlington (2012)Google Scholar
  43. 43.
    Sward, D., Macarthur, G.: Making user experience a business strategy. In: Proceedings of Workshop on Towards a UX Manifesto, pp. 35–40 (2007)Google Scholar
  44. 44.
    Zaharias, P.: A usability evaluation method for e-learning: focus on motivation to learn. In: CHI 2006 Extended Abstracts on Human Factors in Computing Systems, pp. 1571–1576 (2006)Google Scholar
  45. 45.
    Ardito, C., Costabile, M.F., Marsico, M.D., Lanzilotti, R., Levialdi, S., Roselli, T., Rossano, V.: An approach to usability evaluation of e-learning applications. Univers. Access Inf. Soc. 4(3), 270–283 (2005)CrossRefGoogle Scholar
  46. 46.
    Sinclaire, J.K.: Student satisfaction with online learning: lessons from organizational behavior. Res. High. Educ. J. 11, 1–20 (2011)Google Scholar
  47. 47.
    Liaw, S.-S.: Investigating students perceived satisfaction, behavioral intention, and effectiveness of e-learning: a case study of the Blackboard system. Comput. Educ. 51(2), 864–873 (2008)CrossRefGoogle Scholar
  48. 48.
    Arbaugh, J.B.: Virtual classroom characteristics and student satisfaction with internet-based MBA courses. J. Manag. Educ. 24(1), 32–54 (2000)CrossRefGoogle Scholar
  49. 49.
    Thurmond, V.A., Wambach, K., Connirs, H.R., Frey, B.B.: Evaluation of student satisfaction: determining the impact of a web-based environment by controlling for student characteristics. Am. J. Distance Educ. 16(3), 169–190 (2002)CrossRefGoogle Scholar
  50. 50.
    Wong, S.K.B., Nguyen, T.T., Chang, E., Jayaratna, N.: Usability metrics for e-learning. In: On the Move to Meaningful Internet Systems 2003: OTM 2003 Workshops, pp. 235–252 (2003)Google Scholar
  51. 51.
    Piccoli, G., Ahmad, R., Ives, B.: Web-based virtual learning environments: a research framework and a preliminary assessment of effectiveness in basic IT skills training. MIS Q. 25(4), 401–426 (2001)CrossRefGoogle Scholar
  52. 52.
    Zaharias, P., Poylymenakou, A.: Developing a usability evaluation method for e-learning applications: beyond functional usability. Int. J. Hum. Comput. Interact. 25(1), 75–98 (2009)CrossRefGoogle Scholar
  53. 53.
    Davis, F.D.: Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Q. 13(3), 319–340 (1989)CrossRefGoogle Scholar
  54. 54.
    Sun, P.-C., Tsai, R.J., Finger, G., Chen, Y.-Y., Yeh, D.: What drives a successful e-learning? An empirical investigation of the critical factors influencing learner satisfaction. Comput. Educ. 50(4), 1183–1202 (2008)CrossRefGoogle Scholar
  55. 55.
    Pituch, K.A., Lee, Y.: The influence of system characteristics on e-learning use. Comput. Educ. 47(2), 222–244 (2006)CrossRefGoogle Scholar
  56. 56.
    Saadé, R., Bahli, B.: The impact of cognitive absorption on perceived usefulness and perceived ease of use in on-line learning: an extension of the technology acceptance model. Inf. Manag. 42(2), 317–327 (2005)CrossRefGoogle Scholar
  57. 57.
    Ngai, E.W.T., Poon, J.K.L., Chan, Y.H.C.: Empirical examination of the adoption of WebCT using TAM. Comput. Educ. 48(2), 250–267 (2007)CrossRefGoogle Scholar
  58. 58.
    Keller, J.M.: First principles of motivation to learn and e-learning. Distance Educ. 29(2), 175–185 (2008)CrossRefGoogle Scholar
  59. 59.
    Ouimette, J., Surry, D.W., Grubb, A., Hall, D.A.: Essential books in the field of instructional design and technology. Australas. J. Educ. Technol. 25(5), 731–747 (2009)CrossRefGoogle Scholar
  60. 60.
    Xu, J., Le, K., Deitermann, A., Montague, E.: How different types of users develop trust in technology: a qualitative analysis of the antecedents of active and passive user trust in a shared technology. Appl. Ergon. 45(6), 1495–1503 (2014)CrossRefGoogle Scholar
  61. 61.
    Urban, G.L., Amyx, C., Lorenzon, A.: Online trust: state of the art, new frontiers, and research potential. J. Interact. Mark. 23(2), 179–190 (2009)CrossRefGoogle Scholar
  62. 62.
    Corritore, C.L., Kracher, B., Wiedenbeck, S.: On-line trust: concepts, evolving themes, a model. Int. J. Hum. Comput. Stud. 58(6), 737–758 (2003)CrossRefGoogle Scholar
  63. 63.
    Nilsen, J., Molich, R., Snyder, C., Farrell, S.: E-Commerce User Experience: Trust. Nielsen Norman Group, Fremont, CA (2000). http://www.nngroup.com/reports/ecommerce-user-experience/
  64. 64.
    Hassenzahl, M., Diefenbach, S., Göritz, A.: Needs, affect, and interactive products Facets of user experience. Interact. Comput. 22(5), 353–362 (2010)CrossRefGoogle Scholar
  65. 65.
    Maslow, A.H., Frager, R., Fadiman, J.: Motivation and Personality, vol. 2. Harper & Row, New York (1970)Google Scholar
  66. 66.
    Jordan, P.: Designing Pleasurable Products: An Introduction to the New Human Factors. CRC Press, Boca Raton (2000)CrossRefGoogle Scholar
  67. 67.
    Tiger, L.: The Pursuit of Pleasure. Transaction Publishers, New Brunswick (2000)Google Scholar
  68. 68.
    Gaver, B., Martin, H.: Alternatives: exploring information appliances through conceptual design proposals. In: Proceedings of SIGCHI Conference on Human Factors in Computing Systems, vol. 2, no. 1, pp. 209–216 (2000)Google Scholar
  69. 69.
    Jordan, P.W.: Pleasure with products: human factors for body, mind and soul. In: Green, W., Jordan, P.W. (eds.) Human Factors in Product Design: Current Practice and Future Trends, pp. 206–217. CRC Press, Boca Raton (1999)Google Scholar

Copyright information

© Springer International Publishing AG 2017

Authors and Affiliations

  • Andrés F. Aguirre
    • 1
    Email author
  • Ángela Villareal-Freire
    • 1
  • Rosa Gil
    • 2
  • César A. Collazos
    • 1
  1. 1.IDIS Research GroupUniversity of CaucaPopayánColombia
  2. 2.Research Group on Human Computer Interaction and Data IntegrationUniversity of LleidaLleidaSpain

Personalised recommendations