{"id":"https://openalex.org/W3173977170","doi":"https://doi.org/10.1145/3451400.3451420","title":"Unveiling the Impact of Social Media on Consumers\u2019 Satisfaction: Empirical Evidence from Pakistan","display_name":"Unveiling the Impact of Social Media on Consumers\u2019 Satisfaction: Empirical Evidence from Pakistan","publication_year":2021,"publication_date":"2021-02-03","ids":{"openalex":"https://openalex.org/W3173977170","doi":"https://doi.org/10.1145/3451400.3451420","mag":"3173977170"},"language":"en","primary_location":{"id":"doi:10.1145/3451400.3451420","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3451400.3451420","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2021 4th International Conference on Big Data and Education","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5024421955","display_name":"Mehnaz Mehnaz","orcid":null},"institutions":[{"id":"https://openalex.org/I92403157","display_name":"University of Science and Technology Beijing","ror":"https://ror.org/02egmk993","country_code":"CN","type":"education","lineage":["https://openalex.org/I92403157"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Mehnaz Mehnaz","raw_affiliation_strings":["University of Science and Technology Beijing, China"],"affiliations":[{"raw_affiliation_string":"University of Science and Technology Beijing, China","institution_ids":["https://openalex.org/I92403157"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068385270","display_name":"Jiahua Jin","orcid":"https://orcid.org/0000-0001-7463-3554"},"institutions":[{"id":"https://openalex.org/I92403157","display_name":"University of Science and Technology Beijing","ror":"https://ror.org/02egmk993","country_code":"CN","type":"education","lineage":["https://openalex.org/I92403157"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Jiahua Jin","raw_affiliation_strings":["Unviersity of Science and Technology Beijing, China"],"affiliations":[{"raw_affiliation_string":"Unviersity of Science and Technology Beijing, China","institution_ids":["https://openalex.org/I92403157"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5060073391","display_name":"Abhinay Bhasin","orcid":null},"institutions":[{"id":"https://openalex.org/I92403157","display_name":"University of Science and Technology Beijing","ror":"https://ror.org/02egmk993","country_code":"CN","type":"education","lineage":["https://openalex.org/I92403157"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Abhinay Bhasin","raw_affiliation_strings":["University of Science and Technology Beijing, China"],"affiliations":[{"raw_affiliation_string":"University of Science and Technology Beijing, China","institution_ids":["https://openalex.org/I92403157"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5024421955"],"corresponding_institution_ids":["https://openalex.org/I92403157"],"apc_list":null,"apc_paid":null,"fwci":0.363,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.69723844,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"45","issue":null,"first_page":"125","last_page":"130"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9975000023841858,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14064","display_name":"Organizational and Employee Performance","score":0.9901999831199646,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.5981579422950745},{"id":"https://openalex.org/keywords/empirical-evidence","display_name":"Empirical evidence","score":0.472112774848938},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4688117802143097},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.42897799611091614},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.37173736095428467},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.3689633011817932},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.34181225299835205},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.18680736422538757}],"concepts":[{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.5981579422950745},{"id":"https://openalex.org/C166052673","wikidata":"https://www.wikidata.org/wiki/Q83021","display_name":"Empirical evidence","level":2,"score":0.472112774848938},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4688117802143097},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.42897799611091614},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.37173736095428467},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3689633011817932},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.34181225299835205},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.18680736422538757},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3451400.3451420","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3451400.3451420","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2021 4th International Conference on Big Data and Education","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":44,"referenced_works":["https://openalex.org/W1536060714","https://openalex.org/W1569270043","https://openalex.org/W1570182486","https://openalex.org/W1578528574","https://openalex.org/W1791587663","https://openalex.org/W1972794857","https://openalex.org/W1985749074","https://openalex.org/W1999824890","https://openalex.org/W2006171533","https://openalex.org/W2018051118","https://openalex.org/W2020159129","https://openalex.org/W2036384654","https://openalex.org/W2037464547","https://openalex.org/W2046989007","https://openalex.org/W2048940697","https://openalex.org/W2053560766","https://openalex.org/W2063139645","https://openalex.org/W2063250203","https://openalex.org/W2064463061","https://openalex.org/W2065223247","https://openalex.org/W2074161260","https://openalex.org/W2075422708","https://openalex.org/W2082758441","https://openalex.org/W2094350912","https://openalex.org/W2100649780","https://openalex.org/W2112042732","https://openalex.org/W2112954741","https://openalex.org/W2127413392","https://openalex.org/W2129399269","https://openalex.org/W2140992710","https://openalex.org/W2148076620","https://openalex.org/W2160226180","https://openalex.org/W2250135422","https://openalex.org/W2288845143","https://openalex.org/W2437061623","https://openalex.org/W2441276811","https://openalex.org/W2551103640","https://openalex.org/W2788117056","https://openalex.org/W2997201866","https://openalex.org/W3010879926","https://openalex.org/W3123083305","https://openalex.org/W3125976894","https://openalex.org/W4230637740","https://openalex.org/W4241370003"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W2908364646","https://openalex.org/W2275271759","https://openalex.org/W2014532210","https://openalex.org/W4312622923","https://openalex.org/W1977056376","https://openalex.org/W2728430307","https://openalex.org/W2580397049","https://openalex.org/W1559174590","https://openalex.org/W2018595902"],"abstract_inverted_index":{"An":[0],"extensive":[1],"work":[2],"has":[3],"been":[4],"done":[5],"on":[6,125,134],"social":[7,50,118],"media":[8,51],"that":[9,34,106],"is":[10,30],"still":[11],"getting":[12],"a":[13,36,62],"huge":[14],"intention":[15,145],"of":[16,20,26,71,79,84],"the":[17,21,44,55,69,77,82,90,99,117,132,140,150,163],"researchers":[18],"because":[19],"vast":[22],"penetration":[23],"and":[24,95,114,159],"acceptability":[25],"ICTs":[27],"worldwide.":[28],"It":[29],"important":[31],"to":[32,57,131,142],"determine":[33],"how":[35,135],"firm":[37],"may":[38],"attain":[39],"customers\u2019":[40],"satisfaction":[41],"(CSAT)":[42],"for":[43,162],"long-term":[45],"period.":[46],"Technology":[47],"such":[48,108],"as":[49,109],"technology":[52],"can":[53,137],"help":[54,83],"organizations":[56],"obtain":[58],"customers":[59,141],"attention":[60],"in":[61,149],"more":[63],"fruitful":[64],"manner.":[65],"This":[66,127,154],"study":[67,88,128,155],"examines":[68],"linkages":[70],"various":[72],"SNSs":[73,107,148],"toward":[74],"CSAT":[75,96],"from":[76],"domain":[78],"Pakistan.":[80],"With":[81],"400":[85],"surveys,":[86],"this":[87],"revealed":[89],"positive":[91,123],"connection":[92],"between":[93],"SNS":[94],"after":[97],"analyzing":[98],"data":[100],"through":[101],"SEM.":[102],"The":[103],"results":[104],"indicated":[105],"LinkedIn,":[110],"Youtube,":[111],"Facebook,":[112],"Pinterest,":[113],"Twitter":[115],"are":[116],"network":[119],"sites":[120],"which":[121],"have":[122],"influence":[124],"CSAT.":[126],"provides":[129],"information":[130],"marketers":[133],"they":[136],"effectively":[138],"approach":[139],"seize":[143],"their":[144],"via":[146],"evolving":[147],"current":[151],"modern":[152],"era.":[153],"expresses":[156],"certain":[157],"shortcomings":[158],"future":[160],"possibilities":[161],"research":[164],"scholars.":[165]},"counts_by_year":[{"year":2023,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
