This chapter explores whether customer satisfaction is achieved by English e-learning websites by investigating the views of the employees of Taiwanese electronics corporations who have taken English e-learning training courses. The service quality model of Parasuraman, Zeithaml, and Berry and the technology acceptance model (TAM) were adopted to examine their satisfaction levels. First, in order to provide indicators for perceived ease of use (PEOU) and perceived usefulness (PU) in the TAM, five elements of intangible service quality were utilized, namely reliability, assurance, tangibles, empathy, and responsiveness, indicated in the SERVQUAL model. Second, in order to measure PEOU, PU, and behavioral intention to use under the TAM, a survey was distributed among electronics industry workers at Taiwan’s Hsinchu Science and Industrial Park. The survey data yielded the following key findings: the users’ PU was significantly influenced by PEOU, tangibles, and responsiveness; their PEOU was significantly impacted by assurance, tangibles, and reliability; their PU and behavioral intention to use were significantly influenced by PEOU; their system usage and behavioral intention to use were significantly influenced by PU; and their system usage was significantly impacted by their behavioral intention to use. Overall, the study proposed 13 hypotheses, of which 10 were supported.
Part of the book: Management of Information Systems