Li Qianwen, Liu Yapu, Chen Chen
College of Music and Dance, Xihua University, Chengdu, Sichuan, China.
School of Music and Dance, Aba Normal College, Chengdu, Sichuan, China.
Front Psychol. 2025 Jun 4;16:1552800. doi: 10.3389/fpsyg.2025.1552800. eCollection 2025.
The business landscape for music streaming services has shifted significantly over the past decade. Retaining music streaming users is critical for service providers' sustainability.
This study utilized an electronic questionnaire to survey 895 music streaming users. Structural equation modeling was conducted using Smart-PLS software to investigate the factors influencing service satisfaction and continuation intention among music streaming users. This study is grounded in the Expectation Confirmation Model and builds upon the theoretical foundation of the Information System Success Model as well as prior research. To enhance the analytical framework, four key variables have been incorporated: information quality, system quality, service quality, and perceived fair pricing. This extension aims to provide a more comprehensive understanding of the factors influencing user satisfaction and continuation intention, thereby offering a systematic theoretical framework for examining user behavior within the context of music streaming services.
The study showed that service satisfaction plays a central role in driving continuation intention, emphasizing its importance for user retention. Perceived usefulness was found to significantly impact service satisfaction, which in turn influenced users' intention to continue using the service. Expectation confirmation was a key determinant of service satisfaction, but it did not directly affect perceived usefulness, suggesting that user expectations in the context of music streaming services are more influenced by content availability and user experience than by platform functionality. Additionally, perceived fair pricing, information quality, and system quality all contributed to higher levels of service satisfaction and perceived usefulness, reinforcing their critical role in enhancing user engagement and retention in a competitive market.
This study can provide guidance for music streaming service providers to improve user retention and payment rates.
在过去十年中，音乐流媒体服务的商业格局发生了显著变化。留住音乐流媒体用户对服务提供商的可持续发展至关重要。
本研究采用电子问卷对895名音乐流媒体用户进行了调查。使用Smart-PLS软件进行结构方程建模，以调查影响音乐流媒体用户服务满意度和持续使用意愿的因素。本研究以期望确认模型为基础，建立在信息系统成功模型的理论基础以及先前研究之上。为了增强分析框架，纳入了四个关键变量：信息质量、系统质量、服务质量和感知公平定价。这一扩展旨在更全面地理解影响用户满意度和持续使用意愿的因素，从而为在音乐流媒体服务背景下考察用户行为提供一个系统的理论框架。
研究表明，服务满意度在推动持续使用意愿方面起着核心作用，强调了其对用户留存的重要性。感知有用性被发现对服务满意度有显著影响，进而影响用户继续使用该服务的意愿。期望确认是服务满意度的关键决定因素，但它并未直接影响感知有用性，这表明在音乐流媒体服务背景下，用户期望更多地受到内容可用性和用户体验的影响，而非平台功能。此外，感知公平定价、信息质量和系统质量都有助于提高服务满意度和感知有用性水平，强化了它们在竞争激烈的市场中增强用户参与度和留存率方面的关键作用。
本研究可为音乐流媒体服务提供商提高用户留存率和支付率提供指导。
