Measuring social media brand community success: the roles of media capability and organisational support

By integrating the perspectives of the DeLone and McLean information systems success model, media synchronicity theory, and organisational support, this study develops a theoretical model to examine the factors affecting the success of a social media brand community. Data collected from 220 users of a social media brand community in Taiwan were used to test the model. The results showed that transmission velocity, symbol sets, and reprocessability are the factors that affect social media brand community quality. The results also showed that technology resources support is a predictor of social media brand community quality and user satisfaction, whereas business resources support only has a significant effect on social media brand community quality. Finally, the results revealed that social media brand community quality and user satisfaction exerted significant influences on continuance intention. This paper discusses the theoretical and managerial implications of the study.

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

[2]  Long Zhang,et al.  Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model , 2012, Decis. Support Syst..

[3]  Yi-Shun Wang,et al.  Predicting smartphone brand loyalty: Consumer value and consumer-brand identification perspectives , 2016, Int. J. Inf. Manag..

[4]  Paweł Lorek,et al.  A comprehensive framework of information system design to provide organizational creativity support , 2018, Inf. Manag..

[5]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[6]  M. Hsu,et al.  How can social networking sites help build customer loyalty? An empirical investigation , 2016 .

[7]  Khim-Yong Goh,et al.  Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User- and Marketer-Generated Content , 2013, Inf. Syst. Res..

[8]  Chun-Ming Chang,et al.  Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust , 2014, Comput. Hum. Behav..

[9]  Cheryl Burke Jarvis,et al.  A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research , 2003 .

[10]  Paul Benjamin Lowry,et al.  The CMC Interactivity Model: How Interactivity Enhances Communication Quality and Process Satisfaction in Lean-Media Groups , 2009, J. Manag. Inf. Syst..

[11]  Jack Shih-Chieh Hsu,et al.  Exploring the relationship between receiving and offering online social support: A dual social support model , 2015, Inf. Manag..

[12]  Joon Koh,et al.  A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers , 2004, J. Assoc. Inf. Syst..

[13]  Hong Zhang,et al.  The impacts of technological environments and co-creation experiences on customer participation , 2015, Inf. Manag..

[14]  Deborah J. Armstrong,et al.  Factors impacting the perceived organizational support of IT employees , 2008, Inf. Manag..

[15]  James C. Anderson,et al.  STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .

[16]  Mingli Zhang,et al.  Understanding relationship benefits from harmonious brand community on social media , 2016, Internet Res..

[17]  Eric T. G. Wang,et al.  Understanding Customers' Satisfaction and Repurchase Intentions: An Integration of IS Success Model, Trust, and Justice , 2011, Internet Res..

[18]  J. Stanworth,et al.  Toward a measure of Chinese hypermarket retail service quality , 2015 .

[19]  Sara H. Hsieh,et al.  Personality Traits That Lead Members of Online Brand Communities to Participate in Information Sending and Receiving , 2013, Int. J. Electron. Commer..

[20]  Li Jiang,et al.  Trust and Electronic Government Success: An Empirical Study , 2008, J. Manag. Inf. Syst..

[21]  Ho-Won Jung,et al.  The effects of IS resources, capabilities, and qualities on organizational performance: An integrated approach , 2013, Inf. Manag..

[22]  Randolph B. Cooper,et al.  Exploring the Core Concepts of Media Richness Theory: The Impact of Cue Multiplicity and Feedback Immediacy on Decision Quality , 2003, J. Manag. Inf. Syst..

[23]  Anne P. Massey,et al.  Unraveling the Temporal Fabric of Knowledge Conversion: A Model of Media Selection and Use , 2006, MIS Q..

[24]  Ronald T. Cenfetelli,et al.  Interpretation of Formative Measurement in Information Systems Research , 2009, MIS Q..

[25]  Albert L. Lederer,et al.  A resource-based view of electronic commerce , 2006, Inf. Manag..

[26]  Dahui Li,et al.  Customer participation in virtual brand communities: The self-construal perspective , 2015, Inf. Manag..

[27]  Alan R. Dennis,et al.  Media, Tasks, and Communication Processes: A Theory of Media Synchronicity , 2008, MIS Q..

[28]  Robert W. Palmatier,et al.  A Comparative Longitudinal Analysis of Theoretical Perspectives of Interorganizational Relationship Performance , 2007 .

[29]  Stuart J. Barnes,et al.  Can consumers be persuaded on brand microblogs? An empirical study , 2018, Inf. Manag..

[30]  Paul A. Pavlou,et al.  Understanding and Predicting Electronic Commerce Adoption: An Extension of the Theory of Planned Behavior , 2006, MIS Q..

[31]  Chien-Wen David Chen,et al.  Understanding consumer intention in online shopping: a respecification and validation of the DeLone and McLean model , 2009, Behav. Inf. Technol..

[32]  J. Hsiao,et al.  Measuring customer satisfaction of Internet banking in Taiwan: scale development and validation , 2012 .

[33]  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..

[34]  Surinder Singh Kahai,et al.  Exploring the Core Concepts of Media Richness Theory: The Impact of Cue Multiplicity and Feedback Immediacy on Decision Quality , 2003 .

[35]  C. Fornell,et al.  Evaluating Structural Equation Models with Unobservable Variables and Measurement Error , 1981 .

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

[37]  Wei-Lun Chang,et al.  Nurturing user creative performance in social media networks: An integration of habit of use with social capital and information exchange theories , 2016, Internet Res..

[38]  David Gefen,et al.  Psychological Barriers: Lurker and Poster Motivation and Behavior in Online Communities , 2006, Commun. Assoc. Inf. Syst..

[39]  LiDahui,et al.  Customer participation in virtual brand communities , 2015 .

[40]  Richard L. Daft,et al.  Organizational information requirements, media richness and structural design , 1986 .

[41]  Brian S. Butler,et al.  Research Note - The Impact of Community Commitment on Participation in Online Communities , 2011, Inf. Syst. Res..

[42]  Lorne Olfman,et al.  The Influence of On-Line Brand Community Characteristics on Community Commitment and Brand Loyalty , 2008, Int. J. Electron. Commer..

[43]  Hsin Hsin Chang,et al.  The Moderating Effect of Customer Perceived Value on Online Shopping Behaviour , 2011, Online Inf. Rev..

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

[45]  R. Bagozzi.  The self-regulation of attitudes, intentions, and behavior , 1992 .

[46]  Wei-Shang Fan,et al.  Factors driving website success – the key role of Internet customisation and the influence of website design quality and Internet marketing strategy , 2010 .