The Meaning of User Satisfaction and Continuance Intentions with Video Conference Applications

Abstract

A decrease in face-to-face encounters between people has been caused by social distancing measures, which are promoted to reduce the spread of COVID-19. This has led to a switch from direct meetings to virtual meetings, leading to an increase in the use of video conferencing applications to communicate. The goal of this study is to explore the factors that could influence satisfaction and the decision to continue using video conferencing applications. The respondents consisted of 556 people who had used video conferencing applications in the previous three months. The analysis was performed using the partial least square structural equation modelling with SmartPLS 3. The findings of this study show that confirmation, perceived ease of use, perceived usefulness, service quality, method of expressing affection, and system quality have a positive and significant effect on satisfaction. Perceived usefulness and satisfaction then have a positive and significant effect on continuance intentions with conferencing applications. This study could provide guidance to video conferencing application providers in Indonesia to provide services and systems that increase user satisfaction and intention to continue using these applications. Finally, this study enhances the literature in the field of communication technology on video conferencing applications.