Electronic Markets

, Volume 24, Issue 3, pp 165–177 | Cite as

Satisfaction with virtual communities in B2B financial services: social dynamics, content and technology

  • Evangelos Chompis
  • Roger W. H. Bons
  • Bart van den Hooff
  • Frans Feldberg
  • Hans Horn
General Research

Abstract

This study explores satisfaction with Virtual Communities in a Financial Services setting. Based on Expectancy Value Theory and the concept of Experiential Value we hypothesize that three sources of value drive user satisfaction in a B2B-VC: social ties, content and technology. We propose a theoretical model to operationalize these concepts. The hypotheses in the model are tested via a Partial Least Square analysis on data gathered via a survey among participants in a leading Virtual Community in the Financial Services industry. As such, we aim to contribute to the growing body of knowledge on Social Media, in particular addressing the relatively unexplored domain of Business-to-Business (B2B) where individuals act on behalf of a company instead of their own interests. Our findings show that user satisfaction in a B2B-VC is driven by the three aforementioned sources of value.

Keywords

Virtual communities Social media Business to business 

JEL classification

2.20.9: Surveys 3.130: E-Commerce 3.490: Social networking 3.540: Virtual communities 5.030: Finance 

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Copyright information

© Institute of Information Management, University of St. Gallen 2014

Authors and Affiliations

  • Evangelos Chompis
    • 1
  • Roger W. H. Bons
    • 2
  • Bart van den Hooff
    • 1
  • Frans Feldberg
    • 1
  • Hans Horn
    • 1
  1. 1.Department of Information Systems, Logistics & InnovationVU University AmsterdamAmsterdamThe Netherlands
  2. 2.Bons Academic ServicesAmsterdamThe Netherlands

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