Determinants of User Satisfaction in Social Media: A Case of Facebook

• Main Authors: Te-Hui Hsu, 徐德輝
• Other Authors: Chun-Yang Chang
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/83108747499021231980

碩士 === 國立高雄應用科技大學 === 資訊管理系碩士在職專班 === 99 === According to top 10 strategically technical analyses for 2011 by Gartner Inc., social media is a major trend of the future. Satisfaction has been being the issue of concern in social media. However, the past literature on user satisfaction in social media is rare. Therefore, this study intends to present the integrated model of determinants of user satisfaction in social media, based on the concept of motivation and use behavior in the “Uses and Gratifications Theory”, and combined with the "Information Systems Success Model" of DeLone & McLean. We verify the research framework by 196 members of Facebook in Taiwan for the survey. According to the results of data analysis, we obtain the following results: 1. Motivation has significantly positive impact on use behavior. 2. Use behavior has significantly positive impact on satisfaction. 3. Information quality and system quality have significantly positive impact on satisfaction, but service quality does not. 4. Satisfaction has significantly positive impact on continuous use. The results of this study can be provided to continue as a related academic research, and to the proprietor of social media business for reference.