ABSTRACT
Web quality, a key factor affecting customer satisfaction and loyalty (Wulf et al. 2006), is determined chiefly by customer satisfaction. Only having uncovered and understood what customers really think about the service quality of social networking sites can the site service providers strengthen and design their sites based on the quality attributes that customers are concerned for, and further attract them to continue to use. Hence, for social networking site service provides, only by understanding what service quality elements satisfy the users, or what elements are the cause of attracting them to continue to use the services, can they grasp what users care-and further build a profitable web service.
