Using a Satisfaction Decision Modelto Enhance e-Learning Performance: A Case Study

Although many enterprises expect to enhance the performance of their e-Learning systems by increasing employees’ learning satisfaction, they are not able to make the right decisions due to the lack of a systematic analysis methodology. It is in such a circumstance that the author submits the “Satisfaction Decision Model” in this paper. The Model consists of twelve implementation steps and three decision tools. The first tool, “Learning Satisfaction Categories and Items” is obtained by reviewing relevant literature and the Delphi Method. The second tool is the “Satisfaction Decision Diagram”, integrating the concepts of Kano’s model, QFD and related decision models develop the two coordinate axes. The third tool, “Decision Principles”, is based on the concepts of “Theory of constraints” and Kano's model. In order to demonstrate the model’s practicality, the author worked with 4 well-known companies at the Hsinchu Science-based Industrial Park in Taiwan and achieved satisfactory results. Results that cannot only be provided for enterprises' reference, but also effectively demonstrate the model’s feasibility. Guided by the model, company executives can quickly and correctly sort out the improvement issues of their E-Learning systems and maximize benefits for the company resources.