Effects of Perceived Information Quality, Perceived System Quality, and Perceived Flow on Mobile Social Networking Sites (SNS) Users' Trust

Effects of Perceived Information Quality, Perceived System Quality, and Perceived Flow on Mobile Social Networking Sites (SNS) Users' Trust

Norazah Mohd Suki (Universiti Malaysia – Sabah, Malaysia) and Norbayah Mohd Suki (Universiti Malaysia – Sabah, Malaysia)
DOI: 10.4018/978-1-4666-6252-0.ch002


This chapter examines the effects of perceived information quality, perceived system quality, and perceived flow on mobile Social Networking Sites (SNS) users' trust. Pearson correlations via SPSS 21.0 computer program was used for data analysis as it has the ability to ensure the consistency of the model with the data, to provide information necessary to scrutinize the study hypotheses, and to estimate associations among constructs. Each correlation coefficient was assessed as significant at the 0.01 level, and the overall model was determined to fit the data well as multicollinearity was absent. In terms of the associations with perceived user trust, perceived flow had highest significant positive correlation coefficients, followed by perceived information quality and perceived system quality. Next, further investigation of the study encountered that perceived flow is significantly associated by both perceived system quality and perceived information quality of mobile SNS, respectively. The chapter concludes with directions for future research.
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Perceived Information Quality

Perceived information quality is related to the amount of information, variety of information, content richness and navigation (Ilsever, Cyr, & Parent, 2007). It is a prevalent social concept and a key antecedent of overall user satisfaction (Aggelidis & Chatzoglou, 2012; Chang, Li, Wu, & Yen, 2012; Zhou, 2013), which impacted the perceived value of the e-commerce system, and information systems success (DeLone & McLean, 1992). It is essential in the creation of a trust building relationship (Fung & Lee, 1999; Keen, Balance, Chan & Schrump, 2000; Kim & Park, 2013; Wong & Hsu, 2008) via the reliable, relevant and personalisation of information exchanges (Yvette & Karine, 2001). Moreover, information quality presented on the Internet has a significant impact on the user flow experience (Chau, Au & Tam, 2000) in terms of the pleasure in using mobile SNS when conduct multiple tasks while surfing the Internet to acquire information or entertaining themselves. For instance, users will most likely form negative perceptions about the information quality of mobile SNS platform if the mobile service provider cannot provide accurate, comprehensive and timely information to its users. Thus, it is posited that:

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