SNSQUAL: A Social Networking Site Quality Model

Abstract

This research develops and tests a new quality construct, SNS quality, and introduces SNSQUAL, a social networking site (SNS) quality model. To capture significant product features of SNSs, SNSQUAL contains five independent dimensions that positively correlate with social media quality and its continued use intention. Findings indicate that: a) SNS quality is influenced by the perceived ease of use, trustworthiness, personalization, integration, and reliability of the SNS; and b) SNS quality positively influences the continued use intention of the SNS.

This study contributes to information systems (IS) research and practice by: a) introducing a new quality construct; b) identifying antecedent constructs of SNS quality; c) combining these constructs into the first social network quality model (SNSQUAL), contextualized for use within the SNS environment; d) exploring the relationship of SNS quality with continued use intention, and thus filling a gap in the IS literature; and e) offering a new measure of quality for the SNS environment, and at a broader level, to Web 2.0 sites. The new SNSQUAL model also exhibits additional implications for future SNS research and practice.

• continued use
• e-service quality
• Servqual
• social media quality
• WebQual

Additional information

Notes on contributors

Brandon Phillips

Brandon K. Phillips is an assistant professor of computer information systems at Texas A&M University Central Texas in Killeen, TX. He received his doctorate in information systems from the University of North Texas (UNT). Prior to UNT, he was a systems analyst at Caesars Entertainment. He obtained his bachelor's degree in information systems from Southwestern Oklahoma State University, and master's degree in MIS from the University of Nevada Las Vegas. His research interests include business intelligence, data visualization, security, and social media. He can be reached at [email protected].

Daniel Peak

Daniel A. Peak is an associate professor in the Information Technology and Decision Sciences Department at the University of North Texas (UNT). A concert pianist with bachelor's and master's degrees in music, he received his doctorate with information systems and finance majors from UNT. He has more than 25 years of executive IT consulting, planning, and project management experience. He is a member of numerous organizations and has numerous publications in a variety of journals. He is associate editor of the Journal of IT Cases and Applications Research and director of the UNT new Innovation Technology Think Tank (IT3). He can be reached at [email protected].

Victor Prybutok

Victor R. Prybutok is a Regents professor of decision sciences in the Information Technology and Decision Sciences Department and vice provost of the Toulouse Graduate School at the University of North Texas. He received his bachelor's degree, a master's degree in bio-mathematics, a master's degree in environmental health, and a doctorate in environmental analysis and applied statistics from Drexel University. Prybutok is an ASQ Certified Quality Engineer (CQE), Quality Auditor (CQA), Manager of Quality/Organizational Excellence (CMQ/OE), and an accredited professional statistician (PSTAT®) by the American Statistical Association. Prybutok has authored more than 160 journal articles, several book chapters, and more than 200 conference presentations in information systems measurement, quality control, risk assessment, and applied statistics. He can be reached at [email protected].