(Dis)Satisfier in eLearning

With the growing importance of e-learning as well as increased competition among elearning
providers, website designers have to cater users' needs more accurately. Thus, the
empirical investigation at hand examines the impact of 74 e-learning applications on the
degree of satisfaction. In order to uncover the importance of each application the theory of
Kano is applied. Results reveal that educational videos, intranet for group work, or real-time
document processing in shared workspace are surprise factors. Worked-out examples,
lecture casts, video-taped lectures, download of learning resources, and exercises contribute
most to dissatisfaction in case of non-availability on an e-learning platform. Furthermore, it is
shown that diverse groups of students assess various e-learning applications differently.
Finally, theoretical and managerial implications are provided.