Understanding the needs and criteria of employees in the electronics industry for English e-learning website programmes

E-learning is common in business educational programmes worldwide. English e-learning can increase learners' motivation and reduce learning costs. This paper explores the perception of employees who work in Taiwanese electronics corporations and take English e-learning educational training courses to determine whether English e-learning websites provide customer satisfaction. We adopted the technology acceptance model (TAM) and the service quality model of Parasuraman, Zeithaml, and Berry to investigate their satisfaction. This study was limited to Taiwan and used a literature review and a questionnaire survey to collect data. Two notable aspects of this study design were identified. First, five elements for intangible service quality in the SERVQUAL model (reliability, assurance, tangibles, empathy, and responsiveness) were used to establish indicators for perceived usefulness (PU) and perceived ease of use (PEOU) in the TAM. Second, questionnaires were distributed to people in the electronics industry at the Hsinchu Science and Industrial Park in Taiwan to measure respondents' PU, PEOU, and behavioural intention to use in the TAM. The major findings were as follows: tangibles, responsiveness, and PEOU significantly affected users' PU; tangibles, reliability, and assurance significantly affected users' PEOU; PEOU significantly affected users' PU and behavioural intention to use; PU significantly affected users' behavioural intention to use and system usage; and behavioural intention to use significantly affected users' system usage. Of the 13 hypotheses proposed in this study, 10 were supported and three were rejected.