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Understanding People's Switching Intentions of Health Apps from Exterior and Interior Drivers

2.2 Social Influence
Social influence refers to the way in which individuals change their behavior to meet
the demands of a social environment (Cialdini and Goldstein, 2004). Past literature has
also pointed out that individuals are influenced by the information, norms, and values of

others in response to what they perceive others might do or think (Darley and Latané,
1970; Rice, Grant, Schmitz, and Torobin, 1990). As a result, the longer an individual
receives messages from others, the more likely it is that the individual's behaviors and

decisions will be affected (Deutsch and Gerard, 1955; Ajzen and Fishbein, 1980), and
may also change individual perceptions through such processes (Wang, Meister, and Gray,
2013).
In the research of technology adoption, Venkatesh, Morris, Davis, and Davis (2003)
state that social impact refers to the extent to which individuals feel that important others

can influence their use of a new system. For example, many game apps in mobile devices
have started to develop various social interaction functions so that social influence
becomes very important. Users of the game apps can see the rankings and achievements of

their friends, or form groups, and then share feelings that affect community members. The
commitment and willingness to share knowledge can certainly reflect the social impact of
users (Huang, Chen, and Liu, 2019).

2.3 Customer Satisfaction

Customer satisfaction is a state of pleasure or disappointment that is formed by
consumers after the perceived effect of a product is compared to the expectation (Kolter,
1996). Early scholars, such as Cardozo (1965), believe that customer satisfaction is an

indicator of repeat product purchases. Thus, scholars have suggested that the satisfaction
of product attribute performance should be measured. However, the measurement of
customer satisfaction from the target customers of different industries varies. For example,
Woodside, Frey, and Daly (1989) point out that customer satisfaction is the attitude that
customers evaluate after they purchase or use the product. Kim and Yoon (2004), in a

study of the Korean mobile phone industry, mention that the measurement of customer
satisfaction can be classified as call quality, ringtones, customer service, mobile phone
appearance, and other items. In addition, Deng, Lu, Wei, and Zhang (2010) research into

customer satisfaction of mobile instant messages, the research factors include trust, service

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