How do search-based and experience-based information matter in the evaluation of user satisfaction? The case of TripAdvisor

Abstract

PurposeIn the context of multi-sided platforms (MSPs), the authors address the evaluation of search- and experience-based information and the effect on different components of user satisfaction.Design/methodology/approachThe instrument was developed by either modifying previous measures or developing new scales. The authors collected the sample of experienced 300 TripAdvisor users via online questionnaire survey of a customer panel. The structural equation modeling (SEM) package (AMOS) with the maximum likelihood estimation method was used to test the sample data.FindingsAttitudes toward search-based information can foster user satisfaction with information interaction rather than user satisfaction with social interaction. Attitudes toward experience-based information can foster user satisfaction with information interaction and user satisfaction with social interaction. The motivation for information interaction is stronger than the motivation for social interaction to enhance user satisfaction with information quality.Research limitations/implicationsThe distinction between search- and experience-based information provides different route messages to develop the attitude-driven framework of platform-enabled interactions.Practical implicationsThe support for platform-enabled interactions to enhance the motivation for information and social interactions should be aligned with the evaluation of information quality.Originality/valueThe satisfaction-driven framework has been widely used to examine the post-adoption of information technologies (IT). In contrast, the attitude-driven framework was less examined in the literature. The authors develop a research model based on the attitude-driven framework to examine the platform-enabled interactions that can foster repeated intention.