A Study of Evaluation Model of User Satisfaction with Social Network Services
Date Issued
2010
Date
2010
Author(s)
Day, Min-Yuh
Abstract
Research on user satisfaction and behavior has resulted in increased attention being given to hedonic information system in the information systems (IS) literature. Social network services (SNS) with the characteristics of hedonic information systems are attracting increasing attention in the IS domain In this paper, we proposed an evaluation model of user satisfaction with social network services based on the integration of expectation confirmation theory (ECT), the theory of reason action (TRA), and motivation theory. The proposed research model is comprised of six constructs: confirmation, subjective norm, perceived usefulness, perceived enjoyment, satisfaction, and continuance intention. Empirical results show that the proposed model has a good fit in theoretical and practical application. The results revealed that confirmation, perceived enjoyment, and subjective norm are the determinants of user satisfaction and continuance intention. The main research contribution of the study is that little research has been done on understanding the relationship of subjective norm and user satisfaction, this study fill the research gap in the IS literature by exploring and verifying the theoretical relations of subjective norm.
Subjects
Satisfaction
continuance intention
evaluation model
social network service
hedonic information system
Type
thesis
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