The effects of media characteristics on user satisfaction: A social presence perspective
Tang, F. and Wang, X. (2011) The effects of media characteristics on user satisfaction: A social presence perspective. In: Seventeenth Americas Conference on Information Systems (ACIS) 2011, 4 - 7 August 2011, Detroit, MI
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With the growing popularity of information and comm unication technologies (ICT), researchers from info rmation systems (IS) field are increasingly interested in the facto rs influencing user satisfaction in computer-mediat ed environment. Drawing on media synchronicity theory (MST), this study exp lores how various media characteristics influence u ser satisfaction through social presence. The results from a lab exp eriment supported our hypothesis and found that tra nsmission velocity, symbol sets and rehearsability were positively rela ted to social presence, whereas reprocessability ha d a negative effect on social presence. Social presence in turn positively influenced both process satisfaction and outcome s atisfaction. Overall, this study contributes to IS literature by providing a d eeper understanding on the effect of objective medi a characteristics on user satisfaction.
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