Journal of Information Technology Applications and Management

Korea Data Strategy Society (한국데이터전략학회)
권호 표지
DOI QR코드

DOI QR Code

Factors affecting the User Satisfaction and Continuance Usage Intention of Social Network Service

SNS 사용자의 개인적·사회적 특성이 지속적 사용의도에 영향을 미치는 요인 : 생활 공유형 SNS를 중심으로

  • Received : 2016.06.03
  • Accepted : 2016.06.28
  • Published : 2016.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

Investments in information and communication technologies (ICT) around the world have grown at an enormous rate over the past two decades, which reflects a new emphasis on consumer mobile devices. A social network service (SNS) is an online service that aims to build social relations among people who share interests and activities. The role of SNS is enormous for communicating ideas and opinions among social participants. The use of SNS has recently become one of the most popular social activities worldwide. This research investigated relation between personal characteristics, social characteristics and user satisfaction on SNS then, analyzed how these factors affecting continuance usage intention on SNS users. The conclusion is summarized as below. The study results show that informativeness, pleasure, innovativeness, relationship and empathy of SNS are having positive impact to some degree on the user satisfaction. Further, the user satisfaction of SNS users and quality of life have a positive impact on the continuance usage intention of SNS users. This results show that various SNS qualities are necessary to actively explore and obtain further information that users intend to find, while they are insufficient in function to provide the information other users require or exchange information with other users through the SNS.

Keywords

References

  1. Bhattacherjee, A., Understanding information systems continuance : An expectationconfirmation model, MIS Quarterly, Vol. 25, No. 3, 2001, pp. 351-370. https://doi.org/10.2307/3250921
  2. Brown, J. J. and Reingen, P. H., "Social Ties and Word-of-Mouth Referral Behavior", Journal of Consumer Research, Vol. 14, No. 3, 1987, pp. 350-362. https://doi.org/10.1086/209118
  3. Cook, J. and Toby W., "New work attitude measures of trust, organizational commitment and personal need non-fulfilment", Journal of Occupational Psychology, Vol. 53, No. 1, 1980, pp. 39-52. https://doi.org/10.1111/j.2044-8325.1980.tb00005.x
  4. Davis, F. D., "Perceived usefulness, perceived ease of use, and user acceptance of information technology", MIS Quarterly, Vol. 13, No. 3, 1989, pp. 319-339. https://doi.org/10.2307/249008
  5. De Wulf, F., Schillewaert, N., Muylle, S., and Rangarajan, D., The role of pleasure in website success, Information and Management, Vol. 43, No. 4, 2006, pp. 434-446. https://doi.org/10.1016/j.im.2005.10.005
  6. DeLone, W. and McLean, E., "Information system success : the quest for the dependent variable", Information Systems Research, Vol. 3, No. 1, 1992, pp. 60-95. https://doi.org/10.1287/isre.3.1.60
  7. DeLone, W. and McLean, E., "The DeLone and McLean model of information system :a ten-year update", Journal of Management Informations Systems, Vol. 19, No. 4, 2003, pp. 3-30.
  8. Ducoffe, R. H., "Advertising value and Advertising on the web", Journal of Advertising Research, Vol. 36, No. 5, 1996, pp. 21-36.
  9. Ethier, J., Hadaya, P., Talbot, J., and Cadieux, J., B2C web site quality and emotions during online shopping episodes : An empirical study, Information and Management, Vol. 43, No. 5, 2006, pp. 627-639. https://doi.org/10.1016/j.im.2006.03.004
  10. Han, J., Kang, S., and Moon, T., "An empirical study on perceived value and continuous intention to use of smart phone, and the moderating effect of personal innovativeness", Asia Pacific Journal of Information Systems, Vol. 23, No. 4, 2013, pp. 52-84.
  11. Han, K. and Kim, J., "An empirical study on the influencing factors of intention to adoption of mobile government service", Asia Pacific Journal of Information Systems, Vol. 23, No. 3, 2013, pp. 77-104. https://doi.org/10.14329/apjis.2013.23.3.077
  12. Hsu, C. L. and Lu, H. P., Why do people play online game? An extended TAM with social influences and flow experience, Information and Management, Vol. 41, No. 7, 2004, pp. 853-868. https://doi.org/10.1016/j.im.2003.08.014
  13. Jarvenpaa, S. L. and Todd, P. A., Consumer reactions to electronic shopping on the world wide web, International Journal of Electronic Commerce, Vol. 1, No. 2, 1997, pp. 59-88.
  14. Kettinger, W. J. and Lee, C. C., Perceived service quality and user satisfaction with the information service function, Decision Sciences, Vol. 25, No. 5, 1994, pp. 737-766. https://doi.org/10.1111/j.1540-5915.1994.tb01868.x
  15. Kettinger, W. J. and Lee, C. C., Pragmatic perspectives on the measurement of information systems services quality, MIS Quarterly, Vol. 21, No. 2, 1997, pp. 223-240. https://doi.org/10.2307/249421
  16. Kim, D. J. and Kim, J. S., A study on the strategies for improving user satisfaction and continuous social network service, Information Systems Review, Vol. 17, No. 1, 2015, pp. 171-197.
  17. Kim, J. K., Kim, J. S., and Lei, C. J., The effect of social network service on social capital, The Journal of Information Systems, Vol. 21, No. 3, 2012, pp. 163-186. https://doi.org/10.5859/KAIS.2012.21.3.163
  18. Kim, J. W., Yang, S. H., Lim, S. T., and Lee, I. S., An empirical study on motivation factors and reward structure for user's creative contents generation : Focusing on the mediating effect of commitment, Asia Pacific Journal of Information Systems, Vol. 20, No. 1, 2010, pp. 141-170.
  19. Lewis, F. L., Neural network control of root manipulations and nonlinear systems, CRC Press, 1999.
  20. Lin, H., Fan, W., and Chau, P., "Determinants of users' continuance of social networking sites : a self-regulation perspective", Information and Management, Vol. 51, No. 5, 2014, pp. 595-603. https://doi.org/10.1016/j.im.2014.03.010
  21. Lin, J. and Lu, H., "Toward an understanding of the behavioral intention to use a website", International Journal of Information Management, Vol. 20, No. 3, 2000, pp. 197-208. https://doi.org/10.1016/S0268-4012(00)00005-0
  22. Oliver, R. L., A cognitive model of the antecedents and consequences of satisfaction decisions, Journal of Marketing Research, Vol. 17, No. 4, 1980, pp. 460-469. https://doi.org/10.2307/3150499
  23. Oliver, R., "A conceptual model of service quality and service satisfaction : compatible goals, different concept", Advances in Service Marketing and Management, 1993.
  24. Reingen, P. H. and Kernan, J. B., "Analysis of Referral Networks in Marketing : Methods and illustration", Journal of Marketing Research, Vol. 23, No. 4, 1986, pp. 370-378. https://doi.org/10.2307/3151813
  25. Rogers, E. M. and Bhowmik, D. K., "Homophily-Heterophily : Relational Concepts for Communication Research", Public Opinion Quarterly, Vol. 34, No. 4, 1970, pp. 523-538. https://doi.org/10.1086/267838
  26. Shiau, W. and Chau, P., "Does altruism matter on online group buying perspectives from egotistic and altruistic behavior", PACIS Proceedings, 2013, p. 229.
  27. Shiau, W. L. and Luo, M. M., "Continuance Intention of Blog Users : The Impact of perceived Enjoyment and User Involvement", PACIS, 2010, pp. 85-96.
  28. Wang, X. and Li, Y., "Users' satisfaction with social network sites : a self-determination perspective", Journal of Computer Information Systems, Vol. 56, No. 1, 2015, pp. 48-54.
  29. Yoon, C. and Rolland, E., "Understanding continuance use in social networking services", Journal of Computer Information Systems, Vol. 55, No. 2, 2015, pp. 1-9.

Cited by

  1. The Structural Relationships of Future Oriented Time Perspective, SNS Attitude, and SNS Recommendation Intention vol.21, pp.4, 2016, https://doi.org/10.9728/dcs.2020.21.4.741