THE EFFECT OF SOCIAL MEDIA NETWORKS’ QUALITY ON CONSUMER SATISFACTION: EMPIRICAL STUDY

Kawther Ashour
Manar Maraqa
Al-Balqa’ Applied University

ABSTRACT

This study investigates the effect of the quality of social media networks’ three
dimensions (information quality, system quality, and service quality) on consumer satisfaction for
the clothing sector in the city of Amman, the capital of Jordan. Utilizing a convenience sample
consisting of social media networks’ users in Amman, Jordan, a key outcome of the current study
was the positive impact of social media networks’ quality on increasing the satisfaction of
Jordanian clothing sector consumers. Results revealed that the quality of social media networks’
system and the quality of service, have a major and clear impact on consumer satisfaction. On the
other hand, the results of the statistical analysis showed that information quality has no impact on
consumer satisfaction in this sector.

Keywords: Social media networks, information quality, system quality, service quality, consumer
satisfaction, Jordan