An Integrated Evaluation Model of User Satisfaction with Social Media Services

摘要

Social media services (SMSs) have been growing rapidly in recent years, and have therefore attracted increasing attention from practitioner and researchers. Social media services refer to the online services provide users with social media applications like Youtube, Facebook, and Wikipedia. Satisfaction is an important construct and user satisfaction is critical to the successful information systems. This study integrated the expectation-confirmation theory (ECT) by introducing perceived social influence and perceived enjoyment in the development of an integrated evaluation model for studying user satisfaction and continuance intention in the context of social media services. Structural equation modeling (SEM) is used to analyze the measurement and structural model. Empirical results show that the proposed model has a good fit in terms of theoretical robustness and practical application. Our findings suggest that the key determinants of user satisfaction with social media service are confirmation, perceived social influence, and perceived enjoyment, while the outcome of user satisfaction is enhanced continuance intention.