The Influence of Social Network Websites on Level of user Satisfaction
the purpose of this research is to identify and clarify
factors which have positive effect among user satisfaction and their
social networking through websites. The examined factors in this
research are; innovation, ease of use, trustworthy and customer
support which are defined as satisfaction factors. To obtain reliable
research approaches and to have better result in this research four
hypothesizes used to test. This hypothesis testing has been done by
correlation, regression and test of normality by using “SPSS16" also
the data which was analyzed by this software. this data was gathered
from prepaid questionnaire.
[1] Aladwani, A. (2001), "Online banking: a field study of drivers,
development challenges and expectations", International journal of
Information Management, Vol.21 No.3, pp.213-25
[2] Anderson, E. W. (1996), "Customer satisfaction and price tolerance",
Marketing Journal, Vol. 7 No. 3, pp. 265-74.
[3] Babakus, E. & Boller, G. (1992), "An empirical assessment of the
SERVQUAL scales", Journal of Business Research, Vol. 24, pp. 253-68.
[4] Bernhardt, K. L., Donthu, N. & Kennett, P. A. (2000), "A longitudinal
analysis of satisfaction and profitability", Journal of Business Research,
Vol. 47, pp. 161-71.
[5] Berners-Lee, T., Hendler, J. & Lassila, O. (2001), "The Semantic Web",
Scientific American Journal, Vol.184 No. 5, pp.34-43.
[6] Boyd, D. & Heer, J. (2006). Profiles as conversation: Networked identity
performance on Friendster. Proceedings of Thirty-Ninth Hawai'i
International Conference on System Sciences. Los Alamitos, CA: IEEE
Press.
[7] Bruce, B. H. (1999), "Marketing performance measures: history and
interrelationships", Journal of Marketing Management, Vol. 15, pp. 711-
32.
[8] Carman, J. (1990), "Consumer perceptions of service quality: an
assessment of the SERVQUAL dimensions", Journal of Retailing, Vol.
65, pp. 33-55, spring.
[9]
[10] Currall, S. C. & Inkpen, A. C. (2002) ÔÇÿJoint venture trust: Interpersonal,
intergroup, and inter firm levels-, In D. Faulkner and M. De Rond (Eds.),
Cooperative Strategy: Economic, Business, and Organizational Issue,
pp. 324-340. Oxford: Oxford University Press.
[11] Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and
User Acceptance of Information Technology. MIS Quarterly, 10(3), 318-
340.
[12] Einemann, E. & Paradiso, M. (2004), "Digital cities and urban life: a
framework for international benchmarking", Proceedings of the Winter
International Symposium on Information and Communication
Technologies, Cancun, Mexico.
[13] Fornell, C. (1992), "A national customer satisfaction barometer: the
Swedish experience", Journal of Marketing, Vol. 56, pp. 6-21.
[14] Go¨tzl, I., Tanabe, M., Besselaar, P. & Ishida, T. (2002), "Telecities -
digital cities network. Digital cities", Lecture Notes in Computer Science
2362, Springer-Verlag Berlin Heidelberg, and pp. 101-9.
[15] Golder, S. A., Wilkinson, D., & Huberman, B. A. (2007, June).
ÔÇÿ-Rhythms of social interaction: Messaging within a massive online
network--. In C. Steinfield, B. Pentland, M Journal.
[16] Hallowell, R. (1996), "The relationships of customer satisfaction,
customer loyalty and profitability: an empirical study", International
Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42.
[17] Heaphy, M. S. & Gruska, G.F. (1995), the Malcolm Baldrige National
Quality Award: A Yardstick for Quality Growth, Addison Wesley
Publishing Company, Reading, MA.
[18] Hivner, W., Hopkins, S. A. & Hopkins, W. E. (2003), "Facilitating,
accelerating and sustaining the innovation diffusion process: an
epidemic modeling approach", European Journal of Innovation
Management, Vol. 6 No. 2, pp. 80-9.
[19] Hogg, T. & Adamic, L. (2004), "Enhancing reputation mechanisms via
online social networks", Proceedings of the 5th ACM Conference on
Electronic Commerce, EC-04, ACM Press, New York, NY, 17-20 May,
pp. 236-7.
[20] Indrit Troshani, Bill Doolin, (2007) "Innovation diffusion: a stakeholder
and social network view", European Journal of Innovation Management,
Vol. 10 No: 2, pp.176 - 200
[21] Ishida, T. (2002), "Digital city Kyoto", Communications of the ACM,
Vol. 45 No. 7, pp. 76-81.
[22] Kaplan, R.S. & Norton, D. P. (1996), Translating Strategy into Action:
The Balanced Scorecard, Harvard Business School Press, and Boston,
MA.
[23] Kaplan, R. S. & Norton, D. P. (2001), The Strategy-focused
Organization: How Balanced Scorecard Companies Thrive in the New
Business Environment, Harvard Business School Press, Boston, MA.
[24] Kaplan, R. S. & Norton, D. P. (2004), Strategy Maps: Converting
Intangible Assets into Tangible Outcomes, Harvard Business School
Press, Boston, MA.
[25] Kim, H. M. (2002), "Ontologies for the semantic web: can social
network analysis be used to develop them?", Proceedings of the
Conference on Computational Analysis of Social and Organizational
Systems (CASOS), Pittsburgh, PA, 21-23 June, available at:
www.yorku.ca/hmkim/files/Kim02-CASOS-wcopyright.pdf
[26] Lara, R., Sung-Kook, H. & Holger, L. (2003), An Evaluation of
Semantic Web Portals, Digital Enterprise Research Institute (DERI),
Universita¨t Innsbruck, Innsbruck.
[27] Lelis, S., Kavassalis, P., Sairamesh, J., Haridi, S., Holmgren, F., Rafea,
M. & Hatistamatiou, A. (1999), "Regularities in the formation and
evolution of information cities", IST-1999-11337, Project funded by
European Commission, Future and Emerging Technologies.
[28] Loiacono, E. T., Watson, R. T. & Goodhue, D. L. (2002), "WbQual: a
measure of web site quality", in Evans, K. R. &Scheer, L. K. (Eds),
Proceedings of the 2002 American Marketing Association Winter
Educators- Conference: Marketing Theory and Applications, American
Marketing Association, Chicago, IL, pp. 432-7.
[29] Metz, Sharon. September 2008. The Business Impact of Social
Computing on the CRM Software Market. Gartner Research.
[30] Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y. & Malandrakis, Y.
(2001), "Customer satisfaction measurement in the private bank sector",
European Journal of Operational Research, Vol. 130 No. 2, pp. 347-60.
[31] Muzzi, C. & Kautz, K. (2004), "Information and communication
technologies diffusion in industrial districts", in Damsgaard, J. &
Henriksen, H.Z. (Eds), Networked Information Technologies: Diffusion
and Adoption, Kluwer Academic Publishers, Dordrecht.
[32] Oliver, R. (1989), "Processing of the satisfaction response in
consumption: a suggested framework and research propositions",
Journal of Consumer Satisfaction, Dissatisfaction and Complaining
Behavior, Vol. 2, pp. 1-16.
[33] Rashed, J. (2001).Perception Antecedents and Their Impact on User
Acceptance of Information Technology. The George Washington
University, Government Information Quarterly Vol. 26, Issue 1, January
2009, Pages 128-136.
[34] Rogers, E. M. (1995), Diffusion of Innovations, the Free Press, New
York, NY.
[35] Rousseau, D. J., Sitkin, S. B., Burt, R. S., & Camerer, C. "Not So
Different After All: A Cross-Discipline View of Trust," The Academy of
Management Review, July 1998, o\pp. 393-404.
[36] Rust, R. & Zahorik, A. (1993), "Customer satisfaction, customer
retention and market share", Journal of Retailing, Vol. 69, pp. 193-215.
[37] Solomon, M. R. (1994), Consumer Behavior.,Allyn & Bacon, Boston,
MA. Giese, J.L. & Cote, J. A. (2000), "Defining customer satisfaction",
Academy of Marketing Science Review, Vol. 01, pp. 1-34.
[38] Sundén, J. (2003). Material Virtualities. New York: Peter Lang.
[39] Sure, Y., Maedche, A. & Staab, S. (2000), "Leveraging corporate skill
knowledge - from ProPer to OntoProPer", in Mahling, D. & Reimer, U.
(Eds), Proceedings of the 3rd International Conference on Practical
Aspects of Knowledge Management (PAKM 2000), Basel, 20-31
October, available at: www.aifb.uni
karlsruhe.de/WBS/Publ/2000/PAKM_ysuetal_2000. Pdf
[40] Tse, D. & Wilton, P. (1988), "Models of consumer satisfaction
formation: an extension", Journal of Marketing Research, Vol. 25, pp.
204-12.
[41] Wang, Y. & Tang, T. 2001. An instrument for measuring customer
satisfaction towards web sites that market digital products and services.
Journal of Electronic Commerce Research, 2, 3, 1 - 28.
[42] Wellman, B. (1996), "For a social network analysis of computer
networks: a sociological perspective on collaborative work and virtual
community", Proceedings of the 1996 ACM SIGCPR/SIGMIS
Conference on Computer Personnel Research, ACM Press, New York,
NY, pp. 1-11.
[43] Wolfinbarger, Mary & Mary C. Gilly (2002), ".comQ: Conceptualizing,
Measuring and Predicting e-Tail Quality," Working Paper, Report #02-
100, Boston, MA: Marketing Science Institute.
[44] Zeithaml, V. (2000), "Service quality, profitability, and the economic
worth of customers: what we know and what we need to learn", Journal
of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85.
[1] Aladwani, A. (2001), "Online banking: a field study of drivers,
development challenges and expectations", International journal of
Information Management, Vol.21 No.3, pp.213-25
[2] Anderson, E. W. (1996), "Customer satisfaction and price tolerance",
Marketing Journal, Vol. 7 No. 3, pp. 265-74.
[3] Babakus, E. & Boller, G. (1992), "An empirical assessment of the
SERVQUAL scales", Journal of Business Research, Vol. 24, pp. 253-68.
[4] Bernhardt, K. L., Donthu, N. & Kennett, P. A. (2000), "A longitudinal
analysis of satisfaction and profitability", Journal of Business Research,
Vol. 47, pp. 161-71.
[5] Berners-Lee, T., Hendler, J. & Lassila, O. (2001), "The Semantic Web",
Scientific American Journal, Vol.184 No. 5, pp.34-43.
[6] Boyd, D. & Heer, J. (2006). Profiles as conversation: Networked identity
performance on Friendster. Proceedings of Thirty-Ninth Hawai'i
International Conference on System Sciences. Los Alamitos, CA: IEEE
Press.
[7] Bruce, B. H. (1999), "Marketing performance measures: history and
interrelationships", Journal of Marketing Management, Vol. 15, pp. 711-
32.
[8] Carman, J. (1990), "Consumer perceptions of service quality: an
assessment of the SERVQUAL dimensions", Journal of Retailing, Vol.
65, pp. 33-55, spring.
[9]
[10] Currall, S. C. & Inkpen, A. C. (2002) ÔÇÿJoint venture trust: Interpersonal,
intergroup, and inter firm levels-, In D. Faulkner and M. De Rond (Eds.),
Cooperative Strategy: Economic, Business, and Organizational Issue,
pp. 324-340. Oxford: Oxford University Press.
[11] Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and
User Acceptance of Information Technology. MIS Quarterly, 10(3), 318-
340.
[12] Einemann, E. & Paradiso, M. (2004), "Digital cities and urban life: a
framework for international benchmarking", Proceedings of the Winter
International Symposium on Information and Communication
Technologies, Cancun, Mexico.
[13] Fornell, C. (1992), "A national customer satisfaction barometer: the
Swedish experience", Journal of Marketing, Vol. 56, pp. 6-21.
[14] Go¨tzl, I., Tanabe, M., Besselaar, P. & Ishida, T. (2002), "Telecities -
digital cities network. Digital cities", Lecture Notes in Computer Science
2362, Springer-Verlag Berlin Heidelberg, and pp. 101-9.
[15] Golder, S. A., Wilkinson, D., & Huberman, B. A. (2007, June).
ÔÇÿ-Rhythms of social interaction: Messaging within a massive online
network--. In C. Steinfield, B. Pentland, M Journal.
[16] Hallowell, R. (1996), "The relationships of customer satisfaction,
customer loyalty and profitability: an empirical study", International
Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42.
[17] Heaphy, M. S. & Gruska, G.F. (1995), the Malcolm Baldrige National
Quality Award: A Yardstick for Quality Growth, Addison Wesley
Publishing Company, Reading, MA.
[18] Hivner, W., Hopkins, S. A. & Hopkins, W. E. (2003), "Facilitating,
accelerating and sustaining the innovation diffusion process: an
epidemic modeling approach", European Journal of Innovation
Management, Vol. 6 No. 2, pp. 80-9.
[19] Hogg, T. & Adamic, L. (2004), "Enhancing reputation mechanisms via
online social networks", Proceedings of the 5th ACM Conference on
Electronic Commerce, EC-04, ACM Press, New York, NY, 17-20 May,
pp. 236-7.
[20] Indrit Troshani, Bill Doolin, (2007) "Innovation diffusion: a stakeholder
and social network view", European Journal of Innovation Management,
Vol. 10 No: 2, pp.176 - 200
[21] Ishida, T. (2002), "Digital city Kyoto", Communications of the ACM,
Vol. 45 No. 7, pp. 76-81.
[22] Kaplan, R.S. & Norton, D. P. (1996), Translating Strategy into Action:
The Balanced Scorecard, Harvard Business School Press, and Boston,
MA.
[23] Kaplan, R. S. & Norton, D. P. (2001), The Strategy-focused
Organization: How Balanced Scorecard Companies Thrive in the New
Business Environment, Harvard Business School Press, Boston, MA.
[24] Kaplan, R. S. & Norton, D. P. (2004), Strategy Maps: Converting
Intangible Assets into Tangible Outcomes, Harvard Business School
Press, Boston, MA.
[25] Kim, H. M. (2002), "Ontologies for the semantic web: can social
network analysis be used to develop them?", Proceedings of the
Conference on Computational Analysis of Social and Organizational
Systems (CASOS), Pittsburgh, PA, 21-23 June, available at:
www.yorku.ca/hmkim/files/Kim02-CASOS-wcopyright.pdf
[26] Lara, R., Sung-Kook, H. & Holger, L. (2003), An Evaluation of
Semantic Web Portals, Digital Enterprise Research Institute (DERI),
Universita¨t Innsbruck, Innsbruck.
[27] Lelis, S., Kavassalis, P., Sairamesh, J., Haridi, S., Holmgren, F., Rafea,
M. & Hatistamatiou, A. (1999), "Regularities in the formation and
evolution of information cities", IST-1999-11337, Project funded by
European Commission, Future and Emerging Technologies.
[28] Loiacono, E. T., Watson, R. T. & Goodhue, D. L. (2002), "WbQual: a
measure of web site quality", in Evans, K. R. &Scheer, L. K. (Eds),
Proceedings of the 2002 American Marketing Association Winter
Educators- Conference: Marketing Theory and Applications, American
Marketing Association, Chicago, IL, pp. 432-7.
[29] Metz, Sharon. September 2008. The Business Impact of Social
Computing on the CRM Software Market. Gartner Research.
[30] Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y. & Malandrakis, Y.
(2001), "Customer satisfaction measurement in the private bank sector",
European Journal of Operational Research, Vol. 130 No. 2, pp. 347-60.
[31] Muzzi, C. & Kautz, K. (2004), "Information and communication
technologies diffusion in industrial districts", in Damsgaard, J. &
Henriksen, H.Z. (Eds), Networked Information Technologies: Diffusion
and Adoption, Kluwer Academic Publishers, Dordrecht.
[32] Oliver, R. (1989), "Processing of the satisfaction response in
consumption: a suggested framework and research propositions",
Journal of Consumer Satisfaction, Dissatisfaction and Complaining
Behavior, Vol. 2, pp. 1-16.
[33] Rashed, J. (2001).Perception Antecedents and Their Impact on User
Acceptance of Information Technology. The George Washington
University, Government Information Quarterly Vol. 26, Issue 1, January
2009, Pages 128-136.
[34] Rogers, E. M. (1995), Diffusion of Innovations, the Free Press, New
York, NY.
[35] Rousseau, D. J., Sitkin, S. B., Burt, R. S., & Camerer, C. "Not So
Different After All: A Cross-Discipline View of Trust," The Academy of
Management Review, July 1998, o\pp. 393-404.
[36] Rust, R. & Zahorik, A. (1993), "Customer satisfaction, customer
retention and market share", Journal of Retailing, Vol. 69, pp. 193-215.
[37] Solomon, M. R. (1994), Consumer Behavior.,Allyn & Bacon, Boston,
MA. Giese, J.L. & Cote, J. A. (2000), "Defining customer satisfaction",
Academy of Marketing Science Review, Vol. 01, pp. 1-34.
[38] Sundén, J. (2003). Material Virtualities. New York: Peter Lang.
[39] Sure, Y., Maedche, A. & Staab, S. (2000), "Leveraging corporate skill
knowledge - from ProPer to OntoProPer", in Mahling, D. & Reimer, U.
(Eds), Proceedings of the 3rd International Conference on Practical
Aspects of Knowledge Management (PAKM 2000), Basel, 20-31
October, available at: www.aifb.uni
karlsruhe.de/WBS/Publ/2000/PAKM_ysuetal_2000. Pdf
[40] Tse, D. & Wilton, P. (1988), "Models of consumer satisfaction
formation: an extension", Journal of Marketing Research, Vol. 25, pp.
204-12.
[41] Wang, Y. & Tang, T. 2001. An instrument for measuring customer
satisfaction towards web sites that market digital products and services.
Journal of Electronic Commerce Research, 2, 3, 1 - 28.
[42] Wellman, B. (1996), "For a social network analysis of computer
networks: a sociological perspective on collaborative work and virtual
community", Proceedings of the 1996 ACM SIGCPR/SIGMIS
Conference on Computer Personnel Research, ACM Press, New York,
NY, pp. 1-11.
[43] Wolfinbarger, Mary & Mary C. Gilly (2002), ".comQ: Conceptualizing,
Measuring and Predicting e-Tail Quality," Working Paper, Report #02-
100, Boston, MA: Marketing Science Institute.
[44] Zeithaml, V. (2000), "Service quality, profitability, and the economic
worth of customers: what we know and what we need to learn", Journal
of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85.
@article{"International Journal of Business, Human and Social Sciences:55304", author = "Pedram Behyar and Maryam Heidari and Zahra Bayat", title = "The Influence of Social Network Websites on Level of user Satisfaction", abstract = "the purpose of this research is to identify and clarify
factors which have positive effect among user satisfaction and their
social networking through websites. The examined factors in this
research are; innovation, ease of use, trustworthy and customer
support which are defined as satisfaction factors. To obtain reliable
research approaches and to have better result in this research four
hypothesizes used to test. This hypothesis testing has been done by
correlation, regression and test of normality by using “SPSS16" also
the data which was analyzed by this software. this data was gathered
from prepaid questionnaire.", keywords = "Customer Satisfaction, Social Network Website", volume = "5", number = "9", pages = "1159-6", }
