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Users' affect and satisfaction in a privacy calculus context

Mohammad S. Najjar (Department of Business Information and Technology, University of Memphis, Memphis, Tennessee, USA)
Laila Dahabiyeh (Management Information Systems Department, The University of Jordan, Amman, Jordan)
Raed Salah Algharabat (Department of Management and Marketing, Qatar University, Doha, Qatar)

Online Information Review

ISSN: 1468-4527

Article publication date: 5 January 2021

Issue publication date: 10 May 2021




Mobile device users are frequently faced with a decision to allow access to their personal information that resides on their devices in order to install mobile applications (apps) and use their features. This paper examines the impact of satisfaction on the intention to allow access to personal information. The paper achieves this by acknowledging the affective and cognitive components of satisfaction derived from affect heuristic and privacy calculus theories, respectively.


Survey data was collected from mobile device users who download and install mobile apps on their devices. Overall, 489 responses were collected and analyzed using LISREL 8.80.


The findings suggest that personal information disclosure decision is mainly a matter of being satisfied with the mobile app or not. We show that perceived benefits are more critical than perceived risks in determining satisfaction, and that perceived benefits influence intention to allow access to personal information indirectly through satisfaction.


This study offers a more nuanced analysis of the influence of satisfaction by examining the role of its two components: the cognitive (represented in perceived benefits and perceived risks) and the affective (represented in affect). We show that information disclosure decision is a complicated process that combines both rational and emotional elements.



Najjar, M.S., Dahabiyeh, L. and Algharabat, R.S. (2021), "Users' affect and satisfaction in a privacy calculus context", Online Information Review, Vol. 45 No. 3, pp. 577-598.



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