Browse > Article

The Impact of Users' Satisfaction and Habits in Customer Loyalty to Continue the Mobile Social Network Service  

Yoon, Young-Sun (전북대학교 상과대학 경영학부)
Lee, Kook-Yong (전북발전연구원 산업정책팀 부연구위)
Publication Information
The Journal of Society for e-Business Studies / v.15, no.4, 2010 , pp. 123-142 More about this Journal
Abstract
Generally speaking, user behavior in the post-adoption period is different from that in the pre-adoption period. Users come to make on their experiences of IT use whether they will continue to use it or not. Most theories about the user behaviors in the pre-adoption period are limited in describing them after adoption since they do not consider user's experiences of using the adopted IT and the beliefs formed by those experiences. Therefore, in this study, we explore user's experiences and beliefs such as familiarity, satisfaction and habits in the post-adoption period and examine how they affect user's intention to continue in using Mobile Social Network Service. Through literature reviews, we proposed the conceptual model to explain the role of users' habits in continuance of IT post-adoption stage. Then, we examine the impact of the constructs to affect the intention to continue using the Mobile SNS. The results show that the intention to continue to use Mobile SNS is strongly influenced by users' habits, satisfaction and familiarity; users' habits is strongly influenced by satisfaction and familiarity; satisfaction is strongly influenced by familiarity.
Keywords
Familiarity; Usability; Satisfaction; Habits of IT; Loyalty;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
연도 인용수 순위
1 Venkatesh, V., Morris, M. G., Davis, G. B. and Davis, F. D., "User Acceptance of Information Technology : Toward a Unified View," MIS Quarterly, Vol. 27, No. 3, 2003, pp. 425-478.
2 Wang, F. and Head, M., "How can the Web help build customer relationships? An empirical study on e-tailing," Information and Management, Vol. 44, No. 2, 2007, pp. 115-129.   DOI   ScienceOn
3 Limayem, M., Hirt, S. G. and Chin, W. W., "Intention Does Not Always Matter : The Contingent Role of Habit on IT Usage Behavior," in Proceedings of the 9th European Conference on Information Systems, Bled, Slovenia, June Vol. 27, No. 29, 2001, pp. 274-286.
4 Lin, H. H. and Wang, Y. S., "An examination of the determinants of customer loyalty in mobile commerce contexts," Information and Management, Vol. 43, No. 3, 2006, pp. 271-282.   DOI   ScienceOn
5 Lin, C. S., Wu, S. and Tsai, R. J., "Integrating perceived playfulness into expectation-confirmation model for web portal context," Information and Management, Vol. 42, No. 5, 2005, pp. 683-693.   DOI   ScienceOn
6 Montoya-Weiss, M. M., Voss, G. B. and Grewal, D., "Determinants of Online Channel Use and Overal Satisfaction with a Relational Multichannel Service Provider," Journal of Academy of Marketing Science, Vol. 31, No. 4, 2003, pp. 448-458.   DOI   ScienceOn
7 Shackel, B., "Usability, context, framework, definition, design and evaluation," In : Shackel, B., Richardson, S. (Eds.), Human Factors for Informatics Usability. Cambridge University Press, Cambridge, 1991, pp. 21-38.
8 Hu, P. J., Chau, P. Y. K., Sheng, O. R. L. and Tam, K.Y., "Examining the Technology Acceptance Model Using Physician Acceptance of Telemedicine Technology," Journal of Management Information Systems, Vol. 16, No. 2, 1999, pp. 91-112.
9 Venkatesh, V. and Morris, M. G., "Why don't men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior," MIS Quarterly, Vol. 24, No. 1, 2000, pp. 115-139.   DOI   ScienceOn
10 Hornbaek, K., "Current practice in measuring usability : Challenges to usability studies and research," International Journal of Human-Computer Studies, Vol. 64, No. 2, 2006, pp. 79-102.   DOI   ScienceOn
11 Jasperson, J. S., Carter, P. E. and Zmud, R. W., "A Comprehensive Conceptualization of Post-Adoptive Behaviors Associated with Information Technology Enabled Work Systems," MIS Quarterly, Vol. 29, No. 3, 2005, pp. 525-557.
12 Jiang, P. and Rosenbloom, B., "Customer intention to return online : price perception, attribute-level performance, and satisfaction unfolding over time," European Journal of Marketing, Vol. 39, No. 1/2, 2003, pp. 150-174.
13 Chiu, C. M., M. H. Hsu, S. Y. Sun, T. C. Lin and Sun, P. C., "Usability, quality, value and e-learning continuance decisions," Computers and Education, Vol. 45, No. 4, 2005, pp. 399-416.   DOI   ScienceOn
14 Limayem, M. and Hirt, S. G. "Force of Habit and Information Systems Usage : Theory and Initial Validation," Journal of the Association for Information Systems, Vol. 4, 2003, pp. 65-97.
15 Limayem, M., Hirt, S. G. and Cheung, C. M. K., "How Habit Limits the Predictive Power of Intention : The Case of Information Systems Continuance," MIS Quarterly, Vol. 31, No. 4, 2007, pp. 705-737.
16 Cheung, C. M. K., Chan, G. W. W. and Limayem, M., "A Critical Review of Online Consumer Behavior," Journal of Electronic Commerce in Organizations, Vol. 3, No. 4, October-December, 2005, pp. 1-19.
17 Flavian, C., M. Guinaliu, and Gurrea, R., "The influence of familiarity and usability on loyalty to online journalistic services : The role of user experience," Journal of Retailing and Consumer Services, Vol. 13, 2006, pp. 363-375.   DOI   ScienceOn
18 Flavian, C., M. Guinaliu and Gurrea, R., "The Role Played by Perceived Usability, Satisfaction and Consumer Trust on Website Loyalty," Information and Management, Vol. 43, No. 1, 2006, pp. 1-14.   DOI   ScienceOn
19 Gefen, D., "E-commerce : The Role of Familiarity and Trust," Omega, Vol. 28, No. 2, 2000, pp. 725-737.
20 Gokhale R. and Narayanaswamy, R. S., "The role of experience in discontinuance of IT innovations," Proceeding of the 2006 Southern Association for Information Systems Conference, 2006, pp. 1-7.
21 이동훈, 이민훈, 박성민, 이준환, "확산되는 소셜 미디어와 기업의 新소통 전략", CEO Information, 삼성경제연구소, 제764호, 2010.
22 Guinea, A. T. and Markus, M. L., "Why Break the Habit of a Lifetime? Rethinking the Roles of Intention, Habit, and Emotion in Continuing Information Technology Use," MIS Quarterly, Vol. 33, No. 3, 2009, pp. 433-444.
23 Hair, J. F., R. E. Anderson, R. L. Tatham and Black, W. C., Multivariate Data Analysis, 5thed., Prentice-Hall, 2006.
24 김용영, 오상조, 안중호, 장정주, "정보기술 수용후 주관적 지각형성 : 사용경험에서 형성된 습관, 기대일치, 자기효능감의 역할", 경영정보학연구, 제18권, 제1호, 2008, pp. 25-51.   과학기술학회마을
25 이국용, "지식공유 목적의 가상 커뮤니티 운영전략에 관한 연구", 한국전자거래학회지, 제14권, 제4호, 2009, pp. 95-118.   과학기술학회마을
26 이국용, "온라인 상품검색 사이트의 이용 후기 특성과 친숙성이 충성도에 미치는 영향", 한국전자거래학회지, 제15권, 제1호, 2010, pp. 17-37.   과학기술학회마을
27 이국용, "가상커뮤니티 구성원 소속감에 영향을 미치는 요인", 한국경영과학회지, 제 35권, 제1호, 2010, pp. 19-45.   과학기술학회마을
28 Casalo, L., Flavian, C. and Guinaliu, M., "The role of perceived usability, reputation, satisfaction and consumer familiarity on the website loyalty formation process," Computers in Human Behavior, Vol. 24, 2008, pp. 325-345.   DOI   ScienceOn
29 Bargh, J. A., "Conditional Automaticity : Varieties of Automatic Influence in Social Perception and Cognition," in Unintended Thought, Uleman, J. S. and Bargh, J. A. (Eds.), The Guilford Press, New York, 1989, pp. 3-51.
30 Bhattacherjee, A., "Understanding Information Systems Continuance : An Expectation-Confirmation Model," MIS Quarterly, Vol. 25, No. 3, 2001, pp. 351-370.   DOI   ScienceOn
31 고상민, 황보환, 지용구, "소셜 네트워크 서비스와 온라인 사회적 자본 : 한국과 중국 사례를 중심으로", 한국전자거래학회지 제15권, 제1호, 2010, pp. 103-118.   과학기술학회마을