Abstract
This study addresses the effects of social multimedia network service quality on user satisfaction and prosumer activity by analyzing data from 400 Korean sports game and event enthusiasts who are social networking service (SNS) users. We also examine the mediating role of value in the relationship between SNS information service quality and prosumer activity. The findings show that trust, interactivity, and search convenience, which are sub-constructs of SNS information service quality, positively influence value and that trust and accuracy are positively associated with user satisfaction. Further, while value has a positive effect on user satisfaction and prosumer activity, user satisfaction has a positive effect on prosumer activity. We also find that value has a partial mediating role in the relationship between SNS information service quality and prosumer activity. In our conclusion, the implications of our findings for future research and practice are discussed.
Similar content being viewed by others
References
Achol R (1991) Evolution of the marketing organization; new forms fir turbulent environment. J Mark 55(4):77–93
Agarwal R, Venkatesh V (2002) Assessing a firm’s web presence: a heuristic evaluation procedure for the measurement of usability. Inf Syst Res 13(2):168–186
Baron RM, Kenny DA (1986) The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. J Pers Soc Psychol 51(6):1173–1182
Bolton RN, Lemon KN (1999) A Dynamic model of customers’ usage of service: usage as an antecedent and consequence of satisfaction. J Mark Res 36(2):171–186
Choi JH, Scott JE (2013) Electronic word of mouth and knowledge sharing on social network sites: a social capital perspective. J Theor Appl Electron Comm Res 8(1):69–82
Cronin Jr JJ, Taylor SA (1992) Measuring service quality: a reexamination and extension. J Market, 55–68
Cronin JJ, Brady MK, Brand RR, Hightower R Jr, Shemwell DJ (1997) A cross-sectional test of the effect and conceptualization of service value. J Serv Mark 11(6):375–391
De Wulf K, Schillewaert N, Muylle S, Rangarajan D (2006) The rold of pleasure in web site success. Inform Manag 43(4):434–446
DeLone W, McLean ER (2003) The DeLone and McLean model of information system: a ten-year update. J Manag Inform Syst 19(4):3–30
Dong TP, Cheng NC, Wu YCJ (2014) A study of the social networking website service in digital content industries: the Facebook case in Taiwan. Comput Hum Behav 30:708–714
Drew JH, Bolton RN (1987) Service value and its measurement: local telephone service. In: Suprenant C (ed) Add value to your service: 6th annual services marketing proceedings. American Marketing Association, Chicago
Ettinger WH (1998) Consumer-perceived value: the key to successful business strategy in the healthcare marketplace. J Am Geriatr Soc 46(1):111–113
Gooding SK (1995) An assessment of the relationship between service quality and customer satisfaction in the formation of consumers purchase intention. J Retail 70(2):163–178
Hakserver C, Render B, Russel RS, Murdick RG (2000) Service management and operation, 2nd ed., Pretince Hall
Heinonen K (2009) The influence of customer activity on e-service value-in-use. Int J Electron Bus 7(2):190–214
Hennig‐Thurau T, Gwinner KP, Walsh G, Gremler DD (2004) Electronic word‐of‐mouth via consumer‐opinion platforms: what motivates consumers to articulate themselves on the Internet? J Interact Mark 18(1):38–52
Houston S (2004) Overture to the first writing. In: Houston S (ed) The first writing: script invention as history and process. Cambridge University Press, Cambridge, pp 3–15
Hsiao KL (2011) Why internet users are willing to pay for social networking services. Online Inf Rev 35(5):770–788
Jang YT, Chang SE, Chen PA (2015) Exploring social networking sites for facilitating multi-channel retailing. Multimed Tools Appl 74:159–178
Jreskog KG, Dag S (1993) Lisrel 8 user’s reference guide. Scientific Software International
Kim T, Cho C (2015) An effect of SNS tourism information service quality on user satisfaction and reuse intention: focusing on mediating effect of value. Jo Korean Soc Qual Manag 43(2):185–200
Kim K, Prabhakar B (2000) Initial trust and adoption of B2C e-commerce: the case of internet banking. ICIS proceedings, Brisbane
Kotler P (2010) The Prosumer movement. In Prosumer Revisited (pp. 51-60). VS Verlag für Sozialwissenschaften
Lee M, Ulgado FM (1997) Consumer evaluation of fast-food services: a cross-national comparison. J Serv Market 11(1):39–51
Lewis JD, Weigert AJ (1985) Trust as a social reality. Soc Forces 63(4):967–985
Liljander V, Strandvik T (1994) Estimating zones of tolerances in perceived service quality. Int J Serv Ind Manag 4:6–28
Liu C, Arnett KP (2000) Exploring the factors associated with web site success in the context of electronic commerce. Inform Manag 38(1):23–33
Madu CN, Madu AA (2002) Dimension of e-Quality. Int J Qual Reliab Manag 19(3):246–258
McKinney V, Yoon K (2002) The measurement of web-customer satisfaction: an expectation and disconfirmation approach. Inf Syst Res 13(3):296–315
McKnight DH, Cummings LL, Chervany NL (1998) Initial trust formation in new organizational relationships. Acad Manag Rev 23(3):473–490
Misic MM, Johnson K (1999) Benchmarking: a tool for web site evaluation and improvement. Internet Res 9(5):383–392
Moorman C, Deshpande R, Zaltman G (1993) Factors affecting trust in marketing research relationships. J Mark 57(January):81–101
Moss P, Bollard G, Foxman R, Owen C (1986) The first six months after birth: mother’s view of health visitors. Health Visit 59(3):71–74
Naumann E (1994) Creating customer value. Thomson Executive Press
Oliver RL (1980) A cognitive model of antecedents and consequences of satisfaction decisions. J Mark Res 17(Nov):460–469
Prahalad CK, Ramaswamy V (2000) Co-opting customer competence. Harvard Busines Rev 78(1):79–87
Raymond L (1999) Organizational characteristics and MIS success in the context of small business. MIS Q 9(1):37–52
Rayport JF, Svokla JJ (1994) Managing in the Marketspace, Harvard Business Review, 72 (Nov-Dec), 141–150
Song K, Hwang S, Kim Y, Kwak Y (2013) The effects of social network properties on the acceleration of fashion information on the web. Multimed Tools Appl 64:455–474
Suki NM (2012) Correlations of perceived flow, perceived system quality, perceived information quality, and perceived user trust on mobile social networking service (SNS) users’ loyalty. J Inform Technol Res (JITR) 5(2):1–14
Sweeney JC, Souter GN, Johnson LW (1999) The role of perceived risk in the quality-value relationship: a study in a retail environment. J Retail 75(1):77–105
Toffler A (1980) The third wave. William Morrow & Company
Verhoef PC, Philip HF, Janny CH (2002) The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: does age of relationship matter? J Acad Mark Sci 30(3):202–216
Zeithaml VA (1988) Consumer perception of price, quality and value: a means end model and synthesis of evidence. J Mark 52:2–22
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
About this article
Cite this article
Park, SW., Cho, CH. & Choi, S.B. Social multimedia network service quality, user satisfaction, and prosumer activity. Multimed Tools Appl 76, 17213–17229 (2017). https://doi.org/10.1007/s11042-016-3983-0
Received:
Revised:
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1007/s11042-016-3983-0