What Users Want: the Factors that Determine the Retention of Social Location-Based Services

Abstract

The ever increasing technological capabilities of mobile phones and the popularity of social network services (SNS) create new opportunities for Social Location-based Service (SLBS). SLBS refers to software applications that allow users of mobile devices to position themselves and access social network services in real time and a ubiquitous manner. The changing behavior of current consumers calls for the need to understand consumer behavior with new theoretical perspectives within the SLBS context. The objective of this paper is to investigate the critical factors that affect consumers' satisfaction and continued use of SLBS. Based on Expectation Confirmation Theory (ECT), we consider the features of SLBS to examine performance, expectation, satisfaction, and continuance of SLBS. This research is derived from survey data provided by 464 SLBS users. Structural equation modeling (SEM) was performed to empirically test the proposed model. The results show that SLBS performance, SLBS confirmation, and social network confirmation all contribute to the satisfaction and continuance of SLBS. Our findings provide practical and theoretical insights that explain the factors that influence the satisfaction and continuance of SLBS. Available at: https://aisel.aisnet.org/pajais/vol7/iss1/4/

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