Determinants of successful virtual communities: Contributions from system characteristics and social factors

doi:10.1016/j.im.2008.08.002

Information & Management

Volume 45, Issue 8, December 2008, Pages 522-527

https://doi.org/10.1016/j.im.2008.08.002 Get rights and content

Abstract

Although there is growing interest in virtual communities, few studies have examined them from an integrated viewpoint including technical and social perspectives. By expanding on DeLone and McLean’s IS success model, the author constructed a model of the impact of system characteristics (e.g., information and system quality) and social factors (e.g., trust and social usefulness) in implementing successful virtual communities. Data collected from 198 community members provided support for the model. Results showed that both member satisfaction and a sense of belonging were determinants of member loyalty in the community. Additionally, information and system quality were found to affect member satisfaction, while trust influenced the members’ sense of belonging to the community. Finally, the findings provided understanding of the factors that measured virtual community success. Implications of my study are discussed.

Introduction

A virtual community is a cyberspace having various Internet-based chat technologies, including discussion forums (discussion or bulletin board), etc. It depends on social interaction among its members, who share interests, build relationships, create fantasies, and conduct transactions. Igbaria et al. [13] suggested that sustaining the virtual community promotes knowledge sharing, with significant impact on businesses.

Preece [22] identified and measured key determinants of sociability (numbers of participants, degree of reciprocity, and trust) and usability (number of errors, productivity, and user satisfaction) of successful virtual communities, while Johnson [14] argued that adequate technical support and online communication techniques were necessary for their success. However, I found that the factors leading to success of virtual communities have not been carefully examined; therefore, I developed and empirically tested a virtual community success model. It was partly derived from DeLone and McLean’s IS success model (the D&M model) [5].

The model developed for early monolithic IS appears to provide a good base for examining the success of virtual communities. In this context, Lin and Lee [18] stated that quality-perception dimensions were the key antecedents of effectiveness. Moreover, social influences, such as leadership, are essential in a successful virtual community while trust is necessary if a member is to be willing to exchange information.

By expanding the D&M model, my study examined the impact of system characteristics (e.g., information and system quality) and social factors (e.g., trust and social usefulness) on success in virtual communities. The research model and hypothesized relationships were empirically tested using SEM, supported by LISREL 8.8 software.

Section snippets

Virtual communities

A virtual community-based approach is an effective way of sharing knowledge. It facilitates informal sharing of knowledge available from experienced and skilled people [16]. Furthermore, three Internet-based chat technologies have received attention recently as media for community member communication: discussion forums, weblogs, and wikis. These chat technologies share several common properties; they:

1.
create a nonvolatile record of the discussion providing a record of knowledge sharing;
2.
are

Subjects and procedure

Data were collected using a paper-based survey from a class of 236 students registered in five business courses at a large university located in the north of Taiwan. Student subjects were selected for several reasons: they were among the first to participate in virtual communities and thus were familiar with several Internet technologies; their participation provided insights for an influential group; and a reasonable body of work has suggested that college students resemble the normal

Data analysis and results

The hypothesized models were empirically tested using SEM, supported by LISREL 8.8 software with maximum likelihood estimation [15]. Data analysis proceeded in two stages. The measurement model was estimated using CFA to test convergent and discriminant validity of the measurement model, and the structural model was analyzed to prove or disprove my hypotheses.

Findings and implications

My study examined the impact of system characteristics and social factors on stimulation of successful virtual communities. I validated the proposed model. Members find that virtual communities meet their needs when they are reliable, convenient, and user-friendly, providing accurate, complete, constantly updated, and customized information. Therefore, online businesses and community providers should put time and effort into ensuring that their customers are satisfied with information and

Acknowledgements

The author would like to thank the Editor, Professor E.H. Sibley, and three anonymous reviewers for their valuable comments and suggestions.

References (25)

J.S. Chiou
The antecedents of consumers’ loyalty toward Internet Service Providers
Information and Management
(2004)
G. Hackbarth et al.
Computer playfulness and anxiety: positive and negative mediators of the system experience effect on perceived ease of use
Information and Management
(2003)
C.M. Johnson
A survey of current research on online communities of practice
Internet and Higher Education
(2001)
C.M. Ridings et al.
Some antecedents and effects of trust in virtual communities
Journal of Strategic Information Systems
(2002)
H.H. Teo et al.
Evaluating information accessibility and community adaptivity features for sustaining virtual learning communities
International Journal of Human–Computer Studies
(2003)
R.P. Bagozzi et al.
On the evaluation of structural equation model
Journal of Academy of Marketing Science
(1988)
J.W. Bailey et al.
Development of a tool for measuring and analyzing computer users satisfaction
Management Science
(1983)
P.M. Bentler
Theory and Implementation of EQS: A Structural Equation Program
(1988)
W.H. DeLone et al.
Information system success: the quest for the dependent variable
Information Systems Research
(1992)
W.H. DeLone et al.
The DeLone and McLean model of information systems success: a ten-year update
Journal of Management Information Systems
(2003)

J. Etezadi-Amolo et al.

A structural model of end user computing satisfaction and user performance

Information and Management

(1996)

C. Fornell et al.

Structural equation models with unobservable variables and measurement errors

Journal of Marketing Research

(1981)

Cited by (340)

Performance optimization of fourth-generation biorefinery departments: A novel mixed macroergonomics-sustainability framework
2024, Sustainable Materials and Technologies
Today, crises caused by environmental pollution such as climate change have emerged as fundamental challenges with far-reaching and sometimes irreparable effects on the environment. Fourth-generation biorefineries (FGBs) have been recognized as a primary solution to these crises. There is a need to establish a comprehensive framework that can evaluate and enhance the performance of various departments in FGBs. This study introduces an integrated framework for evaluating and enhancing the performance of FGB departments, focusing on macroergonomics and sustainability indicators. First, the relative importance of each indicator was calculated using the best-worst method. The necessary data were collected using a validated questionnaire, and factor analysis was employed to assess its validity. The efficiency score of each decision-making unit was then computed using data envelopment analysis (DEA). Principal component analysis (PCA) was performed to validate the DEA results. In the next step, the positive or negative effects of each indicator on the performance of the refinery departments were investigated using sensitivity analysis and statistical tests such as Kolmogorov-Smirnov, Levene, paired t-test, and Wilcoxon. The results of sensitivity analysis indicated that the FGB had the highest performance in reducing injury rates but the lowest in reducing lost workdays caused by injuries or illnesses. In addition, appropriate strategies were developed using Strengths, Weaknesses, Opportunities, Threats (SWOT) analysis to improve the performance of the refinery's departments. To the best of our knowledge, this research is the first attempt to assess the qualitative and quantitative performance of FGB departments on the basis of sustainability and macroergonomics indicators.
The quality of crowdsourcing virtual community and users’ voice behavior: An analysis of stimulus-organism-response framework among Chinese users
2024, Heliyon
The quality of a crowdsourcing virtual community is an essential factor that stimulates users' perceptions of belonging and attachment to the community, thereby influencing their behavior. As a prerequisite for the development of “creative crowdsourcing,” it is particularly important to study how users' voice behavior can be promoted in virtual communities. Drawing on the Stimulus-Organism-Response (SOR) framework and the Social Identification Theory, this study developed a conceptual model that investigates the impact of crowdsourcing virtual communities in system, information, interaction, and service quality on users' voice behavior. Furthermore, we introduce community identification and self-disclosure to further analyze the influencing mechanism between these two variables. Data were collected through 672 survey questionnaires from participants in well-known crowdsourcing virtual communities such as Xiaohongshu, Bilibili, Haier Hope, Test Baidu, and Test China. Using hierarchical regression and bootstrap analysis, we found a positive correlation between the quality of the crowdsourcing virtual community and users’ voice behavior, with community identification acting as a mediator. Furthermore, self-disclosure showed a significant moderating effect on the relationship between community identification and voice behavior. These findings significantly contribute to the theoretical landscape by advancing the SOR framework within a virtual community. This not only deepens the understanding of the quality of the crowdsourcing virtual community, but also provides theoretical and practical implications for managers and users on how to promote voice behavior.
Role of brand engagement and co-creation experience in online brand community continuance: A service-dominant logic perspective
2023, Information Processing and Management
Value creation and acquisition are pivotal for continuous participation in online communities and thus have become goals that brand companies strive to develop in online brand communities (OBCs). Prior studies, however, predominately adopted the goods-dominant logic to assess the role of OBC members’ value perceptions in their value experiences. Such an approach overlooks the fact that one's value experiences in OBCs manifest in the co-creation with the brand and with other OBC members, benefiting from technology platforms and one's community motives. We thus draw on the service-dominant logic to formulate a research model with seven research hypotheses. These hypotheses depict relationships among five research constructs, in which (1) OBC continuance intention serves as the ultimate dependent variable, (2) brand engagement and co-creation experience represent OBC members’ value experiences in consumer-to-brand and consumer-to-consumer interactions, respectively, and (3) social media affordances and members’ OBC identification serve as the antecedents of OBC members’ value experiences. We used the Amazon MTurk platform to collect 246 valid samples worldwide that represent general OBC members. We adopted PLS-SEM to assess the measurement model and test the proposed hypotheses. Our findings indicate that co-creation experience and brand engagement are pivotal value experiences that can increase OBC continuance intention. In addition, social media affordances and OBC identification are instrumental to both value experiences through their facilitation of technology-mediated and communal interactions for resource integration and service exchange among OBC members and the brand. This study sheds light on OBC research by identifying the central role of brand engagement and co-creation experience in OBC continuance. We also discuss theoretical and practical implications and provide future research suggestions.
Investigating switching intention of e-commerce live streaming users
2022, Heliyon
Citation Excerpt :
To meet this study’s ELS research setting, the relevant scales in this research were all fine-tuned using mature scales or based on mature scales. The push effects were measured using the variables of dissatisfaction (three items), privacy concern (three items), and negativity perceived value (three items), which were adapted from Cao and Sun (2018), Chang et al. (2014), Bhattacherjee (2001), Sung et al. (2016), and Lin (2008). The pull effects were measured using the variables of the attractiveness of alternatives (three items), perceived usefulness (three items), Perceived ease of use (three items), and knowledge-based trust (three items), adopted from Chuang (2011), Xu et al. (2014b), Chang et al. (2014), Chen et al. (2013), and Fei and Bo (2013).
As a new way of shopping, e-commerce live streaming (ELS) has gained unprecedented growth and popularity in the past years, especially in China. Because of the considerable rivalry in the ELS market, users frequently switch between ELS platforms. However, the switching intention of ELS users is yet to be explored for gaining new knowledge and practical insights. This study aims to improve the understanding of ELS users' switching intentions by developing an extended Push-Pull-Mooring (PPM) model. Using structural equation modeling, the study model was examined based on 443 valid responses from an online survey questionnaire. SmartPLS 3.3.2 was used to validate the causal model, and most of the study hypotheses were supported. According to the results, push effects (dissatisfaction, privacy concern, and negativity perceived value), pull effects (attractiveness of alternatives, perceived usefulness, perceived ease of use, and knowledge-based trust), and mooring effects (switching cost, social influence, and inertia) significantly influence ELS users' switching intentions. Furthermore, we found that mooring effects had a moderating role on the link between push effects and ELS user switching intention. However, the link between pull effects and ELS user switching intention was not found. The findings should aid ELS providers in deciphering ELS users' intentions in switching to other platforms and developing relevant theories, services, and regulations. The present study expands on previous research by introducing the PPM as a general model and demonstrating its effectiveness in explaining user switching intentions.
Exploring the effects of official-structured managerial responses on hotel online popularity
2022, International Journal of Hospitality Management
As a burgeoning mode of service management, online managerial response has become a critical aspect driving consumer online engagement and hotel performance improvement. Nevertheless, managerial response strategy, especially presentation style, is rarely studied. With a mixed method approach that includes the use of secondary data and experimental analyses, we investigate how the official-structured presentation style of managerial response affects the volume of online reviews and online ratings, which represent hotel online popularity, and the moderating effect of managerial response speed. Results indicate that 1) responding to consumers in the official-structured text increases the volume of online reviews, 2) responding to consumers in an official-structured style increases online ratings, and 3) response speed as an indicator of management effort enhances the effect of managerial response’s official-structured style on hotel popularity. Aside from expanding the literature on managerial response strategy and hospitality marketing, our findings also provide important implications for hospitality administrators and marketers.
The impact of social features in an online community on member contribution
2022, Computers in Human Behavior
Member contributions are the lifeblood of online communities (OC) and a critical factor in their success. To help managers foster contributions, this research investigates how the level of social features (i.e., the number of social features shown in the OC interface) shapes member contribution at divergent levels of involvement. A 2 × 2 factorial design experiment (presence vs absence of members' profiles and evaluations, respectively; N = 353) was performed in a realistic setting on actual members of a North American health-related community. Member contribution was gauged by the attitude toward contribution and the social value of contribution measured. The results show that, while the level of social features has a positive and linear effect for members with low involvement in the community's theme, the effect is nonlinear (U-Shaped) for the highly involved members. Therefore, to improve contribution of members with low involvement, a community's administrator should offer more social features. However, for members with high involvement, affording one social feature (an interface offering either members' profiles or their evaluations) should be avoided because it lessens contribution.

View all citing articles on Scopus

Hsiu-Fen Lin is an associate professor in the Department of Shipping and Transportation Management, National Taiwan Ocean University. She received her PhD degree in Information Management from National Taiwan University of Science and Technology, Taiwan, in 2004. She served as a member of the editorial advisory board of Internet Research. Her research interests include electronic commerce, knowledge management and organizational impact of information technology. Her research has been published or forthcoming in Information and Management, Journal of Information Science, Behaviour & Information Technology, Technovation, Internet Research, Electronic Commerce Research and Applications, Management Decision, and other leading refereed journals and conference proceedings.

View full text

Determinants of successful virtual communities: Contributions from system characteristics and social factors

Abstract

Introduction

Section snippets

Virtual communities

Subjects and procedure

Data analysis and results

Findings and implications

Acknowledgements

Information and Management

Information and Management

Internet and Higher Education

Journal of Strategic Information Systems

International Journal of Human–Computer Studies

On the evaluation of structural equation model

Journal of Academy of Marketing Science

Development of a tool for measuring and analyzing computer users satisfaction

Management Science

Theory and Implementation of EQS: A Structural Equation Program

Information system success: the quest for the dependent variable

Information Systems Research

The DeLone and McLean model of information systems success: a ten-year update

Journal of Management Information Systems

A structural model of end user computing satisfaction and user performance

Information and Management

Structural equation models with unobservable variables and measurement errors

Journal of Marketing Research