Factors affecting end-user satisfaction on Facebook

Abstract

This study predicts end-user satisfaction on Facebook through two constructs: perceived ease-of-use and perceived usefulness. Usefulness was operationalized to reflect the perception that the site is helpful for friendship maintenance and social surveillance. The results show that Facebook users perceive the site to be both easy-to-use and useful. Perceived ease-of-use and perceived usefulness were statistically significant predictors for satisfaction; the perceived usefulness of the site has a greater impact on satisfaction than perceived easeofuse. Several control variables were included to adjust the results. Satisfaction is statistically significantly higher for users who have more friends and interact with more people compared to those who had fewer friends and fewer interactions. Satisfaction is not statistically different for males and females when accounting for users' perception of usefulness and ease-of-use. This study applies the IS success model developed for more utilitarian systems to a hedonic social network site. Copyright © 2012, Association for the Advancement of Artificial Intelligence (www.aaai.org). All rights reserved.