Abstract
The quick spread of the Covid-19 pandemic has made e-learning mandatory and a strategic choice to ensure the continuity of the learning process. In this changing paradigm, this case study has been undertaken with three main objectives: to explore Saudi EFL learners' satisfaction with the E-learning process compared to students in other departments at the University of Bisha, using Blackboard Learning Management System (LMS); to investigate the critical determinants affecting the e-learners' satisfaction; to identify the university facilities and services incorporated to increase student satisfaction. The Student Satisfaction Index (SSI) model is adapted and contextualized to meet the objectives of the study. A quantitative research design is used in which a questionnaire elicited the data from 538 randomly selected respondents. Content analysis is also used to analyze the infographic reports about the university facilities and services brought in to ensure a successful learning process. The results show that EFL learners are less satisfied with the e-learning process than students enrolled in other departments during the Covid-19 pandemic. The course instructors' facilities and services, technical support, and course content design adversely affect the respondents' satisfaction since these are the best predictors of student satisfaction. The university, however, is seen to have taken significant steps to ensure a successful e-learning process. The study recommends that the course instructors and policymakers collaborate to increase the e-learners' satisfaction taking into account the factors mentioned herein.