Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/6701
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Title: Understanding user satisfaction with instant messaging : an empirical survey study
Authors: Wang, W
Hsieh, JJPA
Song, B
Issue Date: 24-Jan-2012
Source: International journal of human-computer interaction, 24 Jan. 2012, v. 28, no. 3, p. 153-162
Abstract: The current article examines user satisfaction with instant messaging in building and maintaining social relationships with friends, family members, and others. The research model integrates motivation theory with media capacity theories to explain how the attributes of media capacity (e.g., social presence and media richness) and users' intrinsic and extrinsic motivations toward using instant messaging influence user satisfaction. Data were collected from a sample of 247 Chinese university students via an online survey. The results suggest that perceived enjoyment, perceived social presence, and perceived usefulness are key to user satisfaction. Perceived social presence and perceived media richness are positively associated with perceived enjoyment. It was also found that perceived enjoyment, perceived social presence, and perceived media richness have significant effects on perceived usefulness. Of interest, perceived enjoyment and perceived social presence have stronger effects on user satisfaction than perceived usefulness.
Keywords: Instant messaging (IM)
Communication technologies
Perceived social presence
Perceived media richness
Motivation
User satisfaction
Publisher: Taylor & Francis
Journal: International journal of human-computer interaction 
ISSN: 1044-7318
EISSN: 1532-7590
DOI: 10.1080/10447318.2011.568893
Rights: Copyright © Taylor & Francis Group, LLC
This is an Accepted Manuscript of an article published by Taylor & Francis Group in International Journal of Human-Computer Interaction on 24 Jan 2012, available online at: http://www.tandfonline.com/10.1080/10447318.2011.568893
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