Why do users perceive digital platforms as indispensable to their lives?: A study on KakaoTalk in Korea

Abstract

Contemporary daily life heavily relies on a few dominant digital platforms. Despite their pervasive integration into users’ daily routines, scholarly research has primarily focused on assessing the utility of digital platforms rather than on understanding why users perceive them as indispensable. To address this gap, we developed a structural model to examine the factors influencing users’ perceptions of digital platform indispensability, specifically focusing on perceived benefits, perceived risks, and platform habits. We also explored how platform characteristics impact these factors. This study targeted regular KakaoTalk users who utilize multiple Kakao services, given its dominant role in the Korean market. We collected 208 valid responses through an online survey in Korea and analyzed the data using partial least squares structural equation modeling. The results show that users’ perceived benefits and platform habits strongly contribute to perceived digital platform indispensability, while perceived risks have an insignificant impact. Furthermore, platform characteristics such as comprehensiveness and sociability positively influence perceived benefits and platform habits. This study introduces the concept of indispensability in digital platform research and highlights a dual pathway of perceived benefits and platform habits, offering strategic insights for platform providers, regulatory considerations for policymakers, and practical advice for users.