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Micro-moments : new context in information system success theory

Snegirjova, Marina; Tuomisto, Fanni
Master thesis
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URI
http://hdl.handle.net/11250/2456061
Date
2017
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  • Master Thesis [4657]
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.

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