Social Media User Experience: Systematic Literature Review and Future Research Agenda

Abstract

In order to encourage sales, transactions, and the sharing of product information inside social communities, social commerce is an online business application that directs users to engage in online marketplaces and communities via social media and Web 2.0 technologies. Using social media as a bridge, businesses may build stronger bonds with their clients and reduce distance between them, which will boost client happiness and influence their loyalty. from the effects of social media, particularly with regard to user experience and its application in social community communication. This literature review aims to ascertain how the field of social media user experience measurement has evolved between 2006 and 2024, what dimensions researchers have developed for measuring user experience, and what theories can be developed to fill the knowledge gap in social media user experience management. A narrative approach is employed in the research method for the literature review process, which consists of meta-analysis and the Systematic Literature Review (SLR) technique. This study yielded 2 (two) noteworthy discoveries. In this study, four (four) dimensions were found, with the predominant use of three commonly used dimensions, pertaining to customer experience, community experience, and user experience itself. This clearly indicates that the dimensions of social media user experience measurement that are currently developing are based on the characteristics of instruments and non-instruments. Testing is necessary for a number of crucial factors, including the correlation between the user experience—in this example, novelty—and the intention to reuse.

Keywords: User Experience, Social Media, Systematic Literature Review, Intention To Reuse

DOI: 10.7176/EJBM/17-3-06

Publication date: April 30^th 2025