Impact of System and User Factors in Stimulating Knowledge Acquisition, Knowledge Sharing and User Satisfaction in MOOC during COVID-19

Abstract

Considering technical and social factors influencing the e-learning mode is relevant for its effectiveness. This study examines the impact of system factors- System Quality, Information Quality, Service Quality, and user factors- User Trust, Web Self-efficacy and User Expectation on three outcomes- Knowledge sharing, Knowledge acquisition and User satisfaction in Massive Open Online Courses (MOOCs). We administered a survey drawn on the DeLone and McLean information system success model among the learners of a MOOC on’ knowledge management’ offered on Study Webs for Active Learning for Young Aspiring Minds (SWAYAM), a free online courses portal by the Government of India. Data was collected during the third wave of COVID-19 in 2021. Data from 486 learners is collected and analysed among AMOS 26. Results show that system information quality, service quality and user expectation contribute to user satisfaction. System information quality and user expectation enhance learners’ knowledge acquisition behaviour. Web self-efficacy helps knowledge sharing. These findings suggest that improving system information quality, providing support services and meeting high user expectations can encourage learners to use the system effectively and maximise user satisfaction. Furthermore, better system quality enables easy and quick acquisition of knowledge and the user’s web self-efficacy helps in improved knowledge sharing. Moreover, high expectation motivates the learners to use and explore the e-learning system. This study focuses on knowledge sharing, knowledge acquisition and user satisfaction as net benefits of MOOCs. Future studies can assess the impact of the given framework on advanced KM (Knowledge Management) processes- knowledge application and creation, particularly for skill-based MOOCs. Also, the influence of organisational factors can be assessed.

Keywords: MOOCs, Learner Satisfaction, Information System, Knowledge Management, E-Learning

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