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Does Social Network Quality Differ Between Facebook And Instagram? Application Of Snsqual Model

Author

Listed:
  • Suzana Markovic

    (University of Rijeka)

  • Sanja Raspor Jankovic

    (Polytechnic of Rijeka)

  • Matina Gjurasic

    (Institute for Tourism)

Abstract

Although numerous studies investigated service quality in 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 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 bases. 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 service excellence approach that aims to enhance social networks’ performance.

Suggested Citation

  • Suzana Markovic & Sanja Raspor Jankovic & Matina Gjurasic, 2021. "Does Social Network Quality Differ Between Facebook And Instagram? Application Of Snsqual Model," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 30(2), pages 493-508, december.
    • Handle: RePEc:avo:emipdu:v:30:y:2021:i:2:p:493-508
    DOI: 10.17818/EMIP/2021/2.9
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    References listed on IDEAS

    as
    1. Shqipe Gërguri-Rashiti & Veland Ramadani & Hyrije Abazi-Alili & Léo-Paul Dana & Vanessa Ratten, 2017. "ICT, Innovation and Firm Performance: The Transition Economies Context," Post-Print hal-02008550, HAL.
    2. Henry Ataburo & Abdul Samed Muntaka & Emmanuel Kwaku Quansah, 2017. "Linkages among E-Service Quality, Satisfaction, and Usage of E-Services within Higher Educational Environments," International Journal of Business and Social Research, LAR Center Press, vol. 7(3), pages 10-26, March.
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    More about this item

    Keywords

    e-service quality; social network quality; SNSQUAL model; measurement; bivariate analysis;
    All these keywords.

    JEL classification:

    • C10 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - General
    • C80 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - General
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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