The purpose of this paper is to examine the factors associated with user satisfaction in the social network sites (SNSs), and to explore the moderating effects of gender on user satisfaction.
A research model was built upon the expectation disconfirmation model (EDM) with a focus on SNSs specific motivations (i.e. relationship maintenance and entertainment). The model was tested empirically with 221 experienced Facebook users using an online survey.
The research model explained 40.5 percent of the variance in user satisfaction. In addition, the results showed that entertainment plays a more important role in determining user satisfaction with SNSs for male users, while relationship maintenance is more important in determining user satisfaction with SNSs for female users.
The current study enriched the theoretical understanding of user satisfaction in the context of SNSs. Particularly, perceptions and disconfirmations about the use of SNSs were identified and empirically tested. Furthermore, gender differences in terms of SNSs usage were empirically demonstrated.
The present study is one of the first few studies that attempts to explain user satisfaction with SNSs as well as examine the role of gender with a theoretical foundation. It complements the empirical research in the IS literature that addresses new social communication technologies.
Chan, T.K.H., Cheung, C.M.K., Shi, N. and Lee, M.K.O. (2015), "Gender differences in satisfaction with Facebook users", Industrial Management & Data Systems, Vol. 115 No. 1, pp. 182-206. https://doi.org/10.1108/IMDS-08-2014-0234
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