Naslov
Does social network quality differ between Facebook and Instagram? Application of SNSQUAL model
(Does social network quality differ between Facebook and Instagram? Application of SNSQUAL Model)

Autori
Marković, Suzana ; Raspor Janković, Sanja ; Gjurašić, Matina

Vrsta, podvrsta i kategorija rada
Sažeci sa skupova, sažetak, ostalo

Izvornik
Book of abstracts of the International Conference on the Economics of the Decoupling (ICED) / Družić, Gordan ; Sekur, Tomislav - Zagreb : Faculty of Economics and Business – Zagreb University of Zagreb, 2020, 58-58

Skup
2. međunarodna znanstvena konferencija Ekonomija razdvajanja = 2nd International Conference on the Economics of the Decoupling (ICED)

Mjesto i datum
Zagreb, Hrvatska, 30.11.2020. - 01.12.2020

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
e-service quality ; social network quality ; SNSQUAL model ; measurement, bivariate analysis

Sažetak
Although numerous studies investigated service quality in the online environment, the social network quality has been inadequately captured by previous empirical research. Thus, the present study focuses on measuring social network quality. Specifically, it aims to examine potential differences in perceived social network quality between two popular social networks, namely Facebook and Instagram. The empirical data are based on gathering primary data using a questionnaire based on SNSQUAL model, developed by Phillips et al. (2016). Descriptive and bivariate statistical analysis were conducted using data collected from undergraduate and graduate students who use social networks on regular basis. The study results show significant differences in 16 out of 27 social network quality items, revealing that Instagram’s social network quality was rated significantly higher than Facebook’s. These findings may contribute to the development of a service excellence approach that aims to enhance social networks’ performance.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA