{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,30]],"date-time":"2026-04-30T22:30:18Z","timestamp":1777588218900,"version":"3.51.4"},"reference-count":144,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2022,3,24]],"date-time":"2022-03-24T00:00:00Z","timestamp":1648080000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["EL"],"published-print":{"date-parts":[[2022,5,13]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>Recent years have documented the growing interest in using WhatsApp in higher education. However, the determinants of students\u2019 satisfaction and loyalty towards WhatsApp groups have received less attention. This study aims to extend the Delone and McLean information system success model by incorporating social and emotional factors to investigate the drivers of satisfaction.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>Data were collected through questionnaires completed by 308 undergraduate students. The partial least squares technique was used for data analysis.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>The findings reveal that information quality, trust in members and social usefulness play crucial roles in shaping students\u2019 satisfaction and loyalty to WhatsApp groups. System quality has no significant effect on satisfaction. Furthermore, emotional connection negatively moderates the relationship between social usefulness and satisfaction.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title>\n<jats:p>The findings of this study will be useful for educators and practitioners seeking to integrate WhatsApp into their pedagogical repertoire. The results demonstrate the importance of considering the social and emotional needs of students in addition to the quality of the information provided.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>To the best of the authors\u2019 knowledge, this study is the first attempt to integrate system characteristics, particularly with social and emotional factors. Furthermore, this study extends the literature on WhatsApp use in higher education by testing the drivers of students\u2019 satisfaction and loyalty.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/el-08-2021-0161","type":"journal-article","created":{"date-parts":[[2022,3,23]],"date-time":"2022-03-23T03:05:32Z","timestamp":1648004732000},"page":"196-220","source":"Crossref","is-referenced-by-count":16,"title":["Explaining student loyalty towards using WhatsApp in higher education: an extension of the IS success model"],"prefix":"10.1108","volume":"40","author":[{"given":"Mohammad","family":"Iranmanesh","sequence":"first","affiliation":[]},{"given":"Nagaletchimee","family":"Annamalai","sequence":"additional","affiliation":[]},{"given":"Kavigtha 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