Research On Influencing Factors Of Users’ Satisfaction With Online Education Platforms Under The Background Of The Global Health Crisis

【Objective】With the advent of the Internet,technology has provided technical support for online education,increasing the opportunities and ways for education.The outbreak of the COVID-19 has promoted the popularity of online education,and online classes have been carried out nationwide and have become one of the main teaching methods during the epidemic.Therefore,to study the user satisfaction of online education platform under the background of global health crisis and exploring its influencing factors and formation mechanism are of great importance.It’s helpful in providing users with better online learning experience,meeting users’ online education needs under the background of the epidemic,and providing strategic suggestions for improving the online education platform services in China.【Methods】On the basis of Expectation Confirmation Theory,combined with information system success model and customer expectation theory,this paper puts forward a theoretical model of influencing factors of online education platform user satisfaction.In the empirical research of the hypothesis,the method of questionnaire survey is adopted,taking the users of the online education platform as the research object,collecting the required data through the online questionnaire survey,and conducting the empirical analysis with structural equation modeling.Smart PLS software was used for descriptive analysis,reliability and validity test,and common method biases test,and bootstrapping was used for structural equation model test to verify the research hypothesis and its significance.【Results】The research results show that information quality(β=0.317,P<0.001),system quality(β=0.494,P<0.001)and course quality(β=0.378,P<0.001),can constitute the dimension of perceived online education platform performance(β=0.529,P<0.001).previous education experience(β=0.529,P<0.001),platform word of mouth(β=0.378,P<0.001),and education needs(β=0.505,P<0.001),can constitute the dimension of user expectations.User expectations(β=0.121,P<0.05)and perceived online education platform performance(β=0.617,P< 0.001)jointly affected the process of expectation-confirmation,and the degree of expectation-confirmation further had a positive and significant impact on user satisfaction(β= 0.676,P<0.001).At the same time,considering the moderating effect of fear of the COVID-19(β=0.189,P<0.05),we found that users’ perceived online education platform performance has a stronger impact on expectation-confirmation.【Conclusion】The quality of the platform and users’ expectations of the platform can determine users’ satisfaction with the platform.Therefore,the online education platform needs to constantly improve its own construction,create a high-quality online education platform,and provide users with timely information,smooth system experience and high-quality course services.At the same time,it is necessary to pay attention to user expectations and education needs,provide users with courses that meet their educational needs,and maintain the platform’s reputation.Finally,online education platforms should pay attention to the psychological emotions of users,take appropriate ways to give care,guide them to improve their mentality,and add online courses to help them relieve anxiety and fear during special periods.