The Impact of Functional and Emotional Factors on User Satisfaction and Commitment toward Mobile Messenger Service: Investigating the Mediating Effects of Intimacy and Fatigue

기능적·정서적 요인이 모바일 메신저 서비스에 대한 사용자 만족과 몰입에 미치는 영향: 친밀감과 피로도의 매개효과를 중심으로

Lee, Ae Ri;Park, Yong Wan;Park, Yujin

  • Received : 2015.12.07
  • Accepted : 2016.02.17
  • Published : 2016.02.28


The diffusion of smartphone has make people engaged in communication with mobile messenger in everyday life. To understand the rapid growth of mobile messenger usage, this study investigates the unique features of mobile messenger services as communication media. Based on the media synchronicity theory and literature about online communication, we identify the functional and emotional features of mobile messenger. In particular, this study demonstrates that functional and emotional features of mobile messenger would influence intimacy and fatigue. Also, intimacy and fatigue, as mediating variables, have an impact on user satisfaction and commitment toward mobile messenger service. The results of this study provide practical implications for mobile messenger providers and users which attempt to facilitate positive effect such as intimacy among users and reduce negative effect such as fatigue on mobile messenger communication.


Mobile Messenger;Media Synchronicity Theory;Multitasking;Communication Continuity;Benevolence;Emotion Expression;Intimacy;Fatigue


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