Comprehending User Satisfaction with Smoking-Cessation Online Health Communities: A Social Support Perspective

Abstract

This study aims to unravel the user satisfaction in smoking-cessation online health communities (OHCs). In the proposed research model, users’ knowledge sharing and recommendation behaviour are motivated by user satisfaction. User satisfaction, in turn, is determined by users’ confirmation of their expectations and perceived usefulness (PU) of smoking-cessation OHCs. In addition, informational support, emotional support, and esteem support are conceptualized as the determinants of PU from a social support perspective. The research model is tested by analysing online survey data (N = 173) among users of two smoking-cessation OHCs. The empirical results indicate that satisfaction affects users’ knowledge sharing and recommendation behaviour positively, and both PU and confirmation determine satisfaction. PU of smoking-cessation OHCs is motivated by emotional support and esteem support. The findings extend the understanding of user satisfaction in the particular context of smoking-cessation OHCs and provide administration of smoking-cessation OHCs with practical implications.