Analyzing user satisfaction factors for instant messenger-based mobile SNS

Abstract

Users of smart phone-based instant messenger such as KAKAO TALK, MSN messenger are rapidly increasing. However, research on user satisfaction for smartphone instant messengers has not been done at all. This study analyzed factors affecting user satisfaction by conducting a survey on 220 users of mobile messengers in smartphones. The survey results showed that self-disclosure, flow, and social presence significantly affected user satisfaction. This study will benefit researchers and contribute to industries that possess interest in factors affecting user satisfaction regarding the use of smartphone applications and mobile messengers. © 2011 Springer-Verlag.