Micro-moments : new context in information system success theory

Abstract

Recent technological advancements, such as smartphones and mobile internet, are changing the consumer behaviour. One of such changes is the emergence of micro-moments concept: the moments of high intent and engagement on mobile device that happen rapidly. This study investigates whether the micro-moments context moderates the effect of information quality on customer satisfaction, as the measure of information system success. Results of quasi-experiment show that relevancy, amount of data and ease of understanding are still important to achieve customer satisfaction in traditional context. Yet, lack of significant findings in micro-moments situation leads to a conclusion that information systems success theory needs adjustment based on individual user characteristics, as well as individual contexts. Based on the results, conceptual, methodological and managerial implications are provided.