Holistic effectiveness of e-learning systems using fuzzy Importance-Performance Analysis (IPA) in uncertainty

This study proposes a novel approach to fuzzy importance-performance analysis (FIPA) to modify conventional importance-performance analysis (IPA) for determining critical attributes in e-learning system measurements. There is an abundance of literature pertaining to the e-learning framework, but there is a shortage of literature on how to implement properly the framework in uncertainty with variance and interactive relationships. This study also considers the nature of fuzziness in human perception and avoids the erroneous assumptions of conventional IPA, proposing a hybrid approach, using the fuzzy theory to represent customer perception based on linguistic assessment aspects in uncertainty. The FIPA is a multi-criteria evaluation concept that highlights the status of importance and satisfaction. The four dependence aspects and twenty-one interactive criteria were evaluated from a sample of 189 respondents from a university of technology in Taiwan. The results and concluding remarks are discussed.