Student satisfaction in online higher education – what matters the most?

Online learning has become the “new normal” in the higher education sector due to the recent COVID-19 pandemic. It is, therefore, imperative to understand the determinants of student satisfaction in online higher education. The purpose of this study is to explore the key determinants of student satisfaction in online higher education through a unique, large cross-sectional student survey dataset. We conducted a correlation analysis between students’ satisfaction levels and the Likert-scale survey scores, as well as a text analysis of written student feedback on different satisfaction levels. We identify a few key determinants, including subject design, subject coordination, and quality of class teaching. Further analysis of unsatisfied students shows that assessment requirement clarity and the quality of assessment feedback play prominent roles in determining student satisfaction. We also address a few theoretical and practical implications.