Factors Influencing User Satisfaction and Intention to Use Online Learning Platforms in Higher Education: Evidence from Cambodia

Abstract

The use of online learning platforms has become increasingly important in the education industry, especially in language learning, which represents one of the most promising areas for digital innovation. Although Online Learning Platforms are a worldwide trend, the determinants of user satisfaction and intention to use them remain understudied in Cambodia. This research models user satisfaction and intention to use by examining how perceived ease of use, perceived usefulness, accessibility quality, content quality, user engagement, and user motivation impact user satisfaction and intention to use an online English language learning platform. This study adopted a quantitative research design using structural equation modelling to analyze the relationships between the variables, drawing on data from 951 first-year university students in Cambodia that were collected via Google Forms. The structural model demonstrated an excellent fit to the data (GFI = 0.956, AGFI = 0.939, NFI = 0.973, CFI = 0.985, TLI = 0.981, RMSEA = 0.034, and p < 0.001), indicating that the proposed model fits the observed data well. The findings indicate that perceived ease of use and user motivation positively influence user satisfaction and intention to use, whereas user engagement does not significantly predict user satisfaction and intention to use. Interestingly, while perceived usefulness negatively affects intention to use, it positively influences user satisfaction. Furthermore, accessibility and content quality significantly impact intention to use, but not user satisfaction. Importantly, the study confirms that user satisfaction is the strongest predictor of intention to use, further emphasizing its central role in user acceptance and highlighting a partial mediation effect. The results of this study will be considered by developers and educators, who aim to put more effort into platform usability, fostering user motivation, and addressing nuanced user perceptions to boost adoption and satisfaction outcomes.