Impact of Users' Cognitive Responses on User Satisfaction in Online Community: Content Analysis of Online Reviews

摘要

The purpose of this research is to develop a research model that investigates which cognitive factors affect users' satisfaction in online community. The research model was developed by utilizing cognitive psychology, affective psychology, as well as on literatures marketing field to answer the research question, what cognitive factors can explain IT users' satisfaction? To answer the question, the current study analyzed online reviews by using CAINES (Content Analyzer and Information Extraction System). CAINES is designed to analyze unstructured online documents by using syntactic and semantic techniques. Our pilot empirical test using a sample of 763 online reviews about smart phones offers preliminary support for this model. We found that payment equity and affect were significantly related to user satisfaction. But the relationship between discontinuation and satisfaction were not significantly identified.