Beyond MOOCs: How technical and structural factors shape learner engagement, retention and inclusivity across online learning platforms

Abstract

This study examines the critical influence of technical and structural factors—such as interface design, technical performance, payment barriers, certification access, pricing models and accessibility constraints—on learner Engagement, Retention and Inclusivity (ERI) in Massive Open Online Courses (MOOCs) and other large-scale online learning platforms. Employing a novel mixed-methods analytical method termed 2TS (Topic Modelling, Sentiment Classification, Systematic Keyword Selection and Thematic Analysis), we analysed over 226,000 user reviews from six globally recognised online learning platforms, including traditional MOOC providers and other large-scale digital learning systems: Coursera, edX, Udemy, Alison, uLesson and Khan Academy. Our findings suggest that technical instability, limited offline functionalities and unclear pricing structures have a negative impact on learner engagement and retention. Furthermore, regional payment restrictions and ambiguous subscription terms disproportionately disadvantage learners in low-resource settings, significantly undermining the inclusivity of online learning platforms. The research highlights how carefully structured platform design and robust technical infrastructure have a significant influence on digital learning outcomes. Practical implications underscore the need for platform providers to enhance platform usability, promote transparent pricing and adopt inclusive technological solutions, particularly to ensure equitable access and engagement among diverse global audiences.