E3S Web Conf.
Volume 31, 2018The 2nd International Conference on Energy, Environmental and Information System (ICENIS 2017)
|Number of page(s)||7|
|Section||11. Smart Information Systems|
|Published online||21 February 2018|
Understanding customers’ intention to use social network sites as complaint channel: an analysis of young customers’ perspectives
Master Program of Information Technology, School of Postgraduate Studies, Universitas Atma Jaya Yogyakarta, Yogyakarta - Indonesia
2 Department of Information Technology, Faculty of Industrial Engineering, Universitas Atma Jaya Yogyakarta, Yogyakarta - Indonesia
* Corresponding author: email@example.com
Social network sites (SNSs) have grown rapidly in recent years. More and more companies have used SNSs as part of their business strategy. SNSs offer numerous advantages, especially in enhancing communication. SNSs have a potential as a new complaint channel for young customers to file their complaints to companies. The objective of this study is to investigate the acceptance of SNSs as complaint channel based on TAM. A structured questionnaire was distributed to young participants, which collected 222 valid questionnaires. Furthermore, structural equation modeling was utilized to investigate the structural model. The results revealed that perceived ease of use and perceived usefulness have a positive correlation on the attitude towards SNSs. While the attitude plays an important role in understanding customers’ intention to use SNSs to voice complaints. However perceived usefulness has no significant impact on intention to use. Limitations and further research were also discussed.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. (http://creativecommons.org/licenses/by/4.0/).
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