THE STUDY OF MEASUREMENT OF VIRTUAL COMMUNITY USER SATISFACTION

• Main Authors: Chia-Yu Chiang, 江佳祐
• Other Authors: 翁崇雄
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/21095470556810028917

碩士 === 國立臺灣大學 === 資訊管理學研究所 === 93 === 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.