Gender differences in satisfaction with Facebook users

Chan, Tommy, Cheung, Christy, Shi, Na and Lee, Matthew (2015) Gender differences in satisfaction with Facebook users. Industrial Management & Data Systems, 115 (1). pp. 182-206. ISSN 0263-5577

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Abstract

Purpose – The purpose of this paper is to examine the factors associated with user satisfaction in the
social network sites (SNSs), and to explore the moderating effects of gender on user satisfaction.
Design/methodology/approach – A research model was built upon the expectation disconfirmation
model (EDM) with a focus on SNSs specific motivations (i.e. relationship maintenance and entertainment).
The model was tested empirically with 221 experienced Facebook users using an online survey.
Findings – The research model explained 40.5 percent of the variance in user satisfaction. In addition,
the results showed that entertainment plays a more important role in determining user satisfaction
with SNSs for male users, while relationship maintenance is more important in determining user
satisfaction with SNSs for female users.
Research limitations/implications – The current study enriched the theoretical understanding of
user satisfaction in the context of SNSs. Particularly, perceptions and disconfirmations about the use
of SNSs were identified and empirically tested. Furthermore, gender differences in terms of SNSs usage
were empirically demonstrated.
Originality/value – The present study is one of the first few studies that attempts to explain user
satisfaction with SNSs as well as examine the role of gender with a theoretical foundation. It complements
the empirical research in the IS literature that addresses new social communication technologies.

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