Examining user satisfaction and stickiness in social networking sites from a technology affordance lens: uncovering the moderating effect of user experience

The aim of this study is to explore, identify and understand the impact of technology affordance in the context of social networking sites (SNSs). Moreover, this study incorporates user experience as a moderator, in order to explore behavioral differences between veterans (high-experience users) and newbies (low-experience users).,A research model was developed to examine the influences of three technology affordances: interactivity, information and navigation on user satisfaction and SNS stickiness. Totally 266 data were collected from a famous college in China using an online survey, and structural equation modeling technique was used to examine the proposed research model.,The empirical research findings indicated that the three technology affordance attributes exhibited different degrees of influence on user satisfaction, which in turn facilitated SNS stickiness. Particularly, high-experience users were more likely influenced by interactivity and information affordances, while low-experience users are more susceptible to navigation affordance.,This study can provide guidelines to the platform administrators to design SNSs from the aspects of interactivity, information and navigation attributes and pay attention to the preference differences between high-experience users and low-experience users.,This study uncovers the significant antecedents of SNS stickiness from a technology affordance lens and reveals the moderating effect of user experience on the relationship between three technology affordance attributes and satisfaction.

[1]  Yue Guo,et al.  Antecedents of trust and continuance intention in mobile payment platforms: The moderating effect of gender , 2019, Electron. Commer. Res. Appl..

[2]  Michael Groß,et al.  Heterogeneity in consumers’ mobile shopping acceptance: A finite mixture partial least squares modelling approach for exploring and characterising different shopper segments , 2018 .

[3]  Gaby Odekerken-Schröder,et al.  Using PLS path modeling for assessing hierarchial construct models: guidelines and impirical illustration , 2009 .

[4]  S. Shyam Sundar,et al.  Theoretical Importance of Contingency in Human-Computer Interaction , 2016, Commun. Res..

[5]  Geoffrey S. Hubona,et al.  Using PLS path modeling in new technology research: updated guidelines , 2016, Ind. Manag. Data Syst..

[6]  WangYi-Shun,et al.  The stickiness intention of group-buying websites , 2016 .

[7]  Binshan Lin,et al.  Determinants for success in online learning communities , 2009, Int. J. Web Based Communities.

[8]  Marko Sarstedt,et al.  Gain more insight from your PLS-SEM results: The importance-performance map analysis , 2016, Ind. Manag. Data Syst..

[9]  Judy Chuan-Chuan Lin,et al.  Effect of perceived value and social influences on mobile app stickiness and in-app purchase intention , 2016 .

[10]  Andrew M. Hardin,et al.  Strategic Relevance of Organizational Virtues Enabled by Information Technology in Organizational Innovation , 2015, J. Manag. Inf. Syst..

[11]  Li Wang,et al.  Interactivity, engagement, and technology dependence: understanding users’ technology utilisation behaviour , 2017, Behav. Inf. Technol..

[12]  Hong Zhu,et al.  Navigability Design and Measurement , 2007, Encyclopedia of Portal Technologies and Applications.

[13]  Xing Zhou,et al.  Service quality, satisfaction, stickiness, and usage intentions: An exploratory evaluation in the context of WeChat services , 2017, Comput. Hum. Behav..

[14]  Ayoung Suh,et al.  Gamification in the Workplace: The Central Role of the Aesthetic Experience , 2017, J. Manag. Inf. Syst..

[15]  A. Broderick,et al.  Exploring the experiential intensity of online shopping environments , 2006 .

[16]  Yuping Liu,et al.  What is Interactivity and is it Always Such a Good Thing? Implications of Definition, Person, and Situation for the Influence of Interactivity on Advertising Effectiveness , 2002 .

[17]  Gisela M. von Dran,et al.  User Expectations and Rankings of Quality Factors in Different Web Site Domains , 2001, Int. J. Electron. Commer..

[18]  Wynne W. Chin,et al.  A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects: Results from a Monte Carlo Simulation Study and an Electronic - Mail Emotion/Adoption Study , 2003, Inf. Syst. Res..

[19]  Weiguo Fan,et al.  Determinants of users' continuance of social networking sites: A self-regulation perspective , 2014, Inf. Manag..

[20]  Alexander Hars,et al.  Web Based Knowledge Infrastructures for the Sciences: An Adaptive Document , 2000, Commun. Assoc. Inf. Syst..

[21]  Christian Nitzl,et al.  Mediation Analysis in Partial Least Squares Path Modeling: Helping Researchers Discuss More Sophisticated Models , 2016, Ind. Manag. Data Syst..

[22]  LienChe-Hui,et al.  Service quality, satisfaction, stickiness, and usage intentions , 2017 .

[23]  Cindy D. Kam,et al.  Cambridge Handbook of Experimental Political Science: Students as Experimental Participants , 2011 .

[24]  Judy Chuan-Chuan Lin.  Online stickiness: its antecedents and effect on purchasing intention , 2007, Behav. Inf. Technol..

[25]  Osama Isaac,et al.  Perspective of Yemeni students on use of online learning , 2019, Inf. Technol. People.

[26]  Stephanie Watts,et al.  Informational Influence in Organizations: An Integrated Approach to Knowledge Adoption , 2003, Inf. Syst. Res..

[27]  Mayukh Dass,et al.  The impact of media richness on consumer information search and choice , 2018, Journal of Business Research.

[28]  Dong Liu,et al.  Self-disclosure on social networking sites, positive feedback, and social capital among Chinese college students , 2014, Comput. Hum. Behav..

[29]  Kai-Yu Tang,et al.  Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives , 2016, Telematics Informatics.

[30]  Zhen Shao,et al.  Building Guanxi network in the mobile social platform: A social capital perspective , 2019, Int. J. Inf. Manag..

[31]  Jörg Henseler,et al.  Consistent Partial Least Squares Path Modeling , 2015, MIS Q..

[32]  Shintaro Okazaki,et al.  Responses to an advergaming campaign on a mobile social networking site: An initial research report , 2012, Comput. Hum. Behav..

[33]  Yong Liu,et al.  The effect of flow experience on mobile SNS users' loyalty , 2010, Ind. Manag. Data Syst..

[34]  Xueyan Dong,et al.  Social tie formation in Chinese online social commerce: The role of IT affordances , 2018, Int. J. Inf. Manag..

[35]  Mas Bambang Baroto,et al.  Modelling continuance intention of citizens in government Facebook page: A complementary PLS approach , 2017, Comput. Hum. Behav..

[36]  Xiaoyu Zhang,et al.  Platform strategies and user stickiness in the online video industry , 2019, Technological Forecasting and Social Change.

[37]  Gerald C. Kane,et al.  Information Technology and Organizational Learning: An Investigation of Exploration and Exploitation Processes , 2007, Organ. Sci..

[38]  Murni Mahmud,et al.  Exploring Islamic website features that influence user satisfaction: a conceptual model , 2012 .

[39]  Gerald C. Kane,et al.  The Contradictory Influence of Social Media Affordances on Online Communal Knowledge Sharing , 2013, J. Comput. Mediat. Commun..

[40]  Paulo J. Gomes,et al.  Does importer involvement contribute to product innovation? The role of export market factors and intra-firm coordination , 2017, Industrial Marketing Management.

[41]  Sherali Zeadally,et al.  Mobile social networking applications , 2013, CACM.

[42]  Paul A. Pavlou,et al.  Swift Guanxi in Online Marketplaces: The Role of Computer-Mediated Communication Technologies , 2014, MIS Q..

[43]  Detmar W. Straub,et al.  Specifying Formative Constructs in Information Systems Research , 2007, MIS Q..

[44]  Jihoon Kim,et al.  Uses and gratifications of social networking sites for bridging and bonding social capital: A comparison of Facebook, Twitter, Instagram, and Snapchat , 2017, Comput. Hum. Behav..

[45]  Marko Sarstedt,et al.  Testing measurement invariance of composites using partial least squares , 2016 .

[46]  Lingling Gao,et al.  An empirical study on continuance intention of mobile social networking services: Integrating the IS success model, network externalities and flow theory , 2014 .

[47]  Kalle Lyytinen,et al.  Dialectics of Collective Minding: Contradictory Appropriations of Information Technology in a High-Risk Project , 2012, MIS Q..

[48]  Hsi-Peng Lu,et al.  Demographic differences and the antecedents of blog stickiness , 2010, Online Inf. Rev..

[49]  Matthew K. O. Lee,et al.  How to keep members using the information in a computer-supported social network , 2009, Comput. Hum. Behav..

[50]  Terri L. Griffith,et al.  Information Technology and the Changing Fabric of Organization , 2007, Organ. Sci..

[51]  Y. Ariel,et al.  Information, Interactivity, and Social Media , 2015 .

[52]  Yuping Liu,et al.  Developing a scale to measure the interactivity of websites , 2003, Journal of Advertising Research.

[53]  Weiguo Fan,et al.  Examining the influential factors for continued social media use , 2019, Ind. Manag. Data Syst..

[54]  Xi Zhang,et al.  Attracted to or Locked In? Predicting Continuance Intention in Social Virtual World Services , 2012, J. Manag. Inf. Syst..

[55]  Chien-Lung Hsu,et al.  Exploring the linkages between perceived information accessibility and microblog stickiness: The moderating role of a sense of community , 2014, Inf. Manag..

[56]  Michail N. Giannakos,et al.  Educational webcasts' acceptance: Empirical examination and the role of experience , 2013, Br. J. Educ. Technol..

[57]  L. G. Pee,et al.  Affordances for sharing domain-specific and complex knowledge on enterprise social media , 2018, Int. J. Inf. Manag..

[58]  Hock-Hai Teo,et al.  Research Note - Effects of Individual Self-Protection, Industry Self-Regulation, and Government Regulation on Privacy Concerns: A Study of Location-Based Services , 2012, Inf. Syst. Res..

[59]  Qing Hu,et al.  Assimilation of Enterprise Systems: The Effect of Institutional Pressures and the Mediating Role of Top Management , 2007, MIS Q..

[60]  Paul M. Leonardi,et al.  When Flexible Routines Meet Flexible Technologies: Affordance, Constraint, and the Imbrication of Human and Material Agencies , 2011, MIS Q..

[61]  Victor C. M. Leung,et al.  A Survey on Mobile Social Networks: Applications, Platforms, System Architectures, and Future Research Directions , 2015, IEEE Communications Surveys & Tutorials.

[62]  Xiaolin Lin,et al.  Examining gender differences in people's information-sharing decisions on social networking sites , 2020, Int. J. Inf. Manag..

[63]  Yong Liu,et al.  Mobile internet diffusion in China: an empirical study , 2010, Ind. Manag. Data Syst..

[64]  Yu-Hui Fang,et al.  An app a day keeps a customer connected: Explicating loyalty to brands and branded applications through the lens of affordance and service-dominant logic , 2019, Inf. Manag..

[65]  Brandon Van Der Heide,et al.  Social Media as Information Source: Recency of Updates and Credibility of Information , 2014, J. Comput. Mediat. Commun..

[66]  Henry Jenkins.  The Cultural Logic of Media Convergence , 2004 .

[67]  M. Lynne Markus,et al.  A Foundation for the Study of IT Effects: A New Look at DeSanctis and Poole's Concepts of Structural Features and Spirit , 2008, J. Assoc. Inf. Syst..

[68]  Danah Boyd,et al.  Social Network Sites: Definition, History, and Scholarship , 2007, J. Comput. Mediat. Commun..

[69]  Hing Kai Chan,et al.  The role of social media in enhancing guanxi and perceived effectiveness of E-commerce institutional mechanisms in online marketplace , 2018, Inf. Manag..

[70]  Maria D. Molina,et al.  Can Mobile Apps Motivate Fitness Tracking? A Study of Technological Affordances and Workout Behaviors , 2018, Health communication.

[71]  Sonali Kumar,et al.  Promote physical activity among college students: Using media richness and interactivity in web design , 2014, Comput. Hum. Behav..

[72]  Keng-Boon Ooi,et al.  What catalyses mobile apps usage intention: an empirical analysis , 2015, Ind. Manag. Data Syst..

[73]  Scott B. MacKenzie,et al.  Common method biases in behavioral research: a critical review of the literature and recommended remedies. , 2003, The Journal of applied psychology.

[74]  Kaveh Abhari,et al.  Co-innovation platform affordances: Developing a conceptual model and measurement instrument , 2017, Ind. Manag. Data Syst..

[75]  Tabitha L. James,et al.  Using Organismic Integration Theory to Explore the Associations Between Users' Exercise Motivations and Fitness Technology Feature Set Use , 2019, MIS Q..

[76]  F. Froese,et al.  Racial harassment and job satisfaction in South Africa: the moderating effects of career orientations and managerial rank , 2019 .

[77]  Helen Kelley,et al.  Research Commentary - Generalizability of Information Systems Research Using Student Subjects - A Reflection on Our Practices and Recommendations for Future Research , 2012, Inf. Syst. Res..

[78]  Grace J. Johnson,et al.  Interactivity and its Facets Revisited: Theory and Empirical Test , 2006 .

[79]  Viswanath Venkatesh,et al.  Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology , 2012, MIS Q..

[80]  Gabriele Piccoli,et al.  Triggered essential reviewing: the effect of technology affordances on service experience evaluations , 2016, Eur. J. Inf. Syst..

[81]  Chia-Chi Chang,et al.  Effects of individuals' locus of control and computer self-efficacy on their e-learning acceptance in high-tech companies , 2014, Behav. Inf. Technol..

[82]  Yongqiang Sun,et al.  Antecedents of employees' extended use of enterprise systems: An integrative view of person, environment, and technology , 2018, Int. J. Inf. Manag..

[83]  E. Jaakkola,et al.  The Role of Customer Engagement Behavior in Value Co-Creation , 2014 .

[84]  Jiaying Shen,et al.  Repurchase intention in the Chinese e-marketplace: Roles of interactivity, trust and perceived effectiveness of e-commerce institutional mechanisms , 2016, Ind. Manag. Data Syst..

[85]  Glenn J. Browne,et al.  Why Do Internet Users Stick with a Specific Web Site? A Relationship Perspective , 2006, Int. J. Electron. Commer..

[86]  E. Zheng,et al.  Modeling Multi-Channel Advertising Attribution Across Competitors , 2017 .

[87]  G. Prayag,et al.  Team identification, discrete emotions, satisfaction, and event attachment: A social identity perspective , 2020 .

[88]  Jiabao Lin,et al.  Understanding the interplay of social commerce affordances and swift guanxi: An empirical study , 2019, Inf. Manag..

[89]  Hsiu-Sen Chiang,et al.  YouTube stickiness: the needs, personal, and environmental perspective , 2015, Internet Res..

[90]  Anol Bhattacherjee,et al.  Understanding Information Systems Continuance: An Expectation-Confirmation Model , 2001, MIS Q..

[91]  KimJihoon,et al.  Uses and gratifications of social networking sites for bridging and bonding social capital , 2017 .

[92]  Hsi-Peng Lu,et al.  Experience differences and continuance intention of blog sharing , 2012, Behav. Inf. Technol..

[93]  Keng-Boon Ooi,et al.  Could the mobile and social perspectives of mobile social learning platforms motivate learners to learn continuously? , 2018, Comput. Educ..

[94]  HsiaoChun-Hua,et al.  Exploring the influential factors in continuance usage of mobile social Apps , 2016 .

[95]  B. Lev,et al.  A Rude Awakening: Internet Shakeout in 2000 , 2000 .

[96]  Gordon B. Davis,et al.  User Acceptance of Information Technology: Toward a Unified View , 2003, MIS Q..

[97]  Ting-Peng Liang,et al.  Why funders invest in crowdfunding projects: Role of trust from the dual-process perspective , 2019, Inf. Manag..

[98]  Wenhua Liu,et al.  Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation , 2017, Int. J. Inf. Manag..

[99]  S. Faraj,et al.  The Materiality of Technology: An Affordance Perspective , 2013 .

[100]  M. Sarstedt,et al.  A new criterion for assessing discriminant validity in variance-based structural equation modeling , 2015 .

[101]  Xiao-Liang Shen,et al.  Herd behavior in consumers’ adoption of online reviews , 2016, J. Assoc. Inf. Sci. Technol..

[102]  Jin-Liang Wang,et al.  The effects of Social Networking Site (SNS) use on college students' friendship and well-being , 2014, Comput. Hum. Behav..

[103]  Choy-Har Wong,et al.  Adoption of mobile social networking sites for learning? , 2015, Online Inf. Rev..

[104]  Kuanchin Chen,et al.  Internet Engagement Process , 2002 .

[105]  Ping Zhang,et al.  Technical opinionMotivational affordances , 2008 .

[106]  ZhangMingli,et al.  Influence of customer engagement with company social networks on stickiness , 2017 .

[107]  Yi-Shun Wang,et al.  The stickiness intention of group-buying websites: The integration of the commitment-trust theory and e-commerce success model , 2016, Inf. Manag..

[108]  Jonathan W. Palmer,et al.  Web Site Usability, Design, and Performance Metrics , 2002, Inf. Syst. Res..

[109]  Samar Mouakket,et al.  Examining factors that influence information disclosure on social network sites from the perspective of network externalities , 2019, Ind. Manag. Data Syst..

[110]  Solomon Negash,et al.  The moderating effect of on-line experience on the antecedents and consequences of on-line satisfaction , 2005 .

[111]  E. Erdfelder,et al.  Statistical power analyses using G*Power 3.1: Tests for correlation and regression analyses , 2009, Behavior research methods.

[112]  C. Itin.  Reasserting the Philosophy of Experiential Education as a Vehicle for Change in the 21st Century , 1999 .

[113]  ChaoualiWalid.  Once a user, always a user , 2016 .

[114]  Garry Wei-Han Tan,et al.  The interactive mobile social media advertising: An imminent approach to advertise tourism products and services? , 2018, Telematics Informatics.

[115]  Walid Chaouali,et al.  Once a user, always a user: Enablers and inhibitors of continuance intention of mobile social networking sites , 2016, Telematics Informatics.

[116]  Katherine N. Lemon.  From the Editor: State of the Journal , 2010 .

[117]  Forrest V. Morgeson,et al.  Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases? , 2019, Journal of Retailing.

[118]  Yi-Cheng Chen,et al.  An empirical examination of factors affecting college students' proactive stickiness with a web-based English learning environment , 2014, Comput. Hum. Behav..

[119]  Ephraim R. McLean,et al.  The DeLone and McLean Model of Information Systems Success: A Ten-Year Update , 2003, J. Manag. Inf. Syst..

[120]  Rosanna E. Guadagno,et al.  Make new friends or keep the old: Gender and personality differences in social networking use , 2012, Comput. Hum. Behav..

[121]  Elena Karahanna,et al.  A Theoretical Framework for Consumer E-Satisfaction and Site Stickiness: An Evaluation in the Context of Online Hotel Reservations , 2012, J. Organ. Comput. Electron. Commer..

[122]  Nick Hajli.  The role of social support on relationship quality and social commerce , 2014 .

[123]  Bernard C. Y. Tan,et al.  A Cross-Cultural Study on Escalation of Commitment Behavior in Software Projects , 2000, MIS Q..

[124]  L. Feick,et al.  The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France , 2001 .

[125]  Jesse Fox,et al.  The dark side of social networking sites: An exploration of the relational and psychological stressors associated with Facebook use and affordances , 2015, Comput. Hum. Behav..