THE STUDY OF MEASUREMENT OF VIRTUAL COMMUNITY USER SATISFACTION
Date Issued
2005
Date
2005
Author(s)
Chiang, Chia-Yu
DOI
zh-TW
Abstract
With the development and progression of e-commerce, many enterprises realize that virtual community could bring them benefits. They try to build virtual communities to increase loyalty and then the purchasing intension of customers. How an enterprise can run virtual community effectively and determine the factors affecting user satisfaction is a crucial issue for those enterprises who want to benefit from constructing virtual communities.
The study incorporates former perspectives in information system success model, technology acceptance model, virtual community management and the trust theory of on-line consumer behavior to explore the factors affecting user satisfaction. After one-month investigation with two famous virtual communities in Taiwan, the result indicates that effectiveness of participation, reliability of mamagement, comfort of system and consideration of service are four factors that members evaluate information system quality of virtual community most. The result also suggests that the strategies of SOVC (sense of virtual community) improvement and rewards/punishments are two crucial factors of virtual community management. The reaserch result shows that information system quality, strategy of virtual community management, trust disposition are correlated with trust towards virtual community. In addition, trust towards virtual community is positively related to user satisfaction and purchasing intension.
Subjects
虛擬社群
使用者滿意度
科技接受模式
信任
virtual community
user satisfaction
technology acceptance model
trust
information system success model
SDGs
Type
other
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