How do search-based and experience-based information matter in the evaluation of user satisfaction? The case of TripAdvisor

Abstract

PurposeIn the context of multi-sided platforms (MSPs), the authors address the evaluation of search- and experience-based information and the effect on different components of user satisfaction.Design/methodology/approachThe instrument was developed by either modifying previous measures or developing new scales. The authors collected the sample of experienced 300 TripAdvisor users via online questionnaire survey of a customer panel. The structural equation modeling (SEM) package (AMOS) with the maximum likelihood estimation method was used to test the sample data.FindingsAttitudes toward search-based information can foster user satisfaction with information interaction rather than user satisfaction with social interaction. Attitudes toward experience-based information can foster user satisfaction with information interaction and user satisfaction with social interaction. The motivation for information interaction is stronger than the motivation for social interaction to enhance user satisfaction with information quality.Research limitations/implicationsThe distinction between search- and experience-based information provides different route messages to develop the attitude-driven framework of platform-enabled interactions.Practical implicationsThe support for platform-enabled interactions to enhance the motivation for information and social interactions should be aligned with the evaluation of information quality.Originality/valueThe satisfaction-driven framework has been widely used to examine the post-adoption of information technologies (IT). In contrast, the attitude-driven framework was less examined in the literature. The authors develop a research model based on the attitude-driven framework to examine the platform-enabled interactions that can foster repeated intention.

Does the use of technology create technology engagement? Comparing three structural models

“…According to the uses and gratifications theory social, interaction is one of the gratifications derived from the use of technology (Katz et al , 1974), being an important determinant of the uses of various technologies (Rauschnabel, 2018). In this vein, authors like Gan and Li (2018) note that social interaction refers to the use of a technology to interact and connect with others, and authors like Liu and Shih (2021) define social gratification as the individual satisfaction with social interactions.…”

“…There content gratification related to the technology use identified in the uses and gratifications theory (Katz et al , 1974) refers to user satisfaction with information content (Liu and Shih, 2021). Likewise, the uses and gratifications theory aims to identify needs that can be fulfilled by the use of and engagement with a particular content (Florenthal, 2019); and in turn, in the present study, we have included the type of content as a factor influencing technology behaviour.…”

Digital Game Visual Style Classification: Influence of Information Quality Components on the User Satisfaction during Game Searching Activity in the Digital Game Library

“…Game searching activity is dependent on the information quality components, which influence user satisfaction with visual style classification systems. The acquisition of information from the visual style classification of digital game products stimulates the interest of users to continue searching for information to meet their needs and expectations, as addressed in a study on multi-sided web platforms [71]. Therefore, the information must be precise, accurate, and sufficient to instil a positive perception and relief among users as their demands are met, hence boosting users' satisfaction, as highlighted in mobile health applications [72].…”

Quality Analysis of Vaberaya.Banyumaskab.Go.Id Website on User Satisfaction on Vaccination Activities in Banyumas District Using Delone and Mclean Success Model

“…The Delone-McLean model was originally developed in 1992 [6]. This model identifies that success in information systems can be measured by technical success, namely system quality, semantic success, information quality and system use, while the success of effectiveness can be measured by user satisfaction, individual impact and organizational impact [7][8][9][10][11]4]. This model was later updated in 2003, the quality of information systems has three main dimensions, namely system quality, information quality, and service quality [12].…”