scholarly journals What’s behind a scratch card? Designing a mobile application using gamification to study customer loyalty: An experimental approach

2021 ◽  
Vol 25 ◽  
Author(s):  
Abhishek Behl ◽  
Vijay Pereira
Keyword(s):  
Customer Loyalty ◽  
Game Design ◽  
Mobile Apps ◽  
Self Determination Theory ◽  
Third Party ◽  
Design Elements ◽  
Customer's Loyalty ◽  
Game Elements ◽  
Relationship Of ◽  
The Relationship

The use of game design elements (often called gamification) by firms to engage the customers has attracted attention in recent times. These game elements contribute to shaping up customer’s motivation and loyalty. Gamification is explored from the lens of both empirical as well as an experimental methodological standpoint. There still lacks substantial evidence that explains how and which types of rewards help to understand the customer's motivation. The study addresses this gap by designing an experimental study of 2x2 to address how gamified mobile apps used for making payments can help capture customer’s loyalty by offering them rewards. Data is collected from 385 customers who have been using mobile apps to make payments in the past. The data were tested to check if gamification positively helps the user hedonic and utilitarian motivation, which then positively impacts their loyalty. The study is also moderated by type of rewards (direct cash rewards v/s indirect third party partnered rewards) on the relationship of gamification and customer loyalty mediated through motivation. The results confirm that mobile payment apps' cash rewards are more useful, especially when the degree of uncertainty in the game element is high (scratch card). Additionally, they contribute to a higher degree of utilitarian benefits to the customers. The results contribute to the extension of the self-determination theory and stimulus organism response framework as well.

scholarly journals A Gamification–Motivation Design Framework for Educational Software Developers

2018 ◽  
Vol 47 (1) ◽  
pp. 101-127 ◽  
Author(s):  
Jim Buckley ◽  
Tabea DeWille ◽  
Chris Exton ◽  
Geraldine Exton ◽  
Liam Murray
Keyword(s):  
Game Design ◽  
Educational Software ◽  
Self Determination Theory ◽  
Self Determination ◽  
Software Systems ◽  
Software Developers ◽  
Design Elements ◽  
Motivational Model ◽  
Game Elements ◽  
The Relationship

Gamification is the use of game design elements in nongame contexts and has been shown to be effective in motivating behavior change. By seeing game elements as “motivational affordances,” and formalizing the relationship between these elements and motivational affordances, it is the position of this article that gamification can be effectively applied to improve software systems across many different application domains. The research reported here aims to formalize the relationship between game elements and motivation, toward making gamification’s use more systematic. The focus is on the development of a framework linking commonly occurring game elements with the components of a psychological motivational model known as the self-determination theory, coupled with a proposed framework of commonly occurring game elements. The goal is to inform system designers who would like to leverage gamification of the game elements they would need to employ as motivational affordances.

scholarly journals Gamification vs. Privacy: Identifying and Analysing the Major Concerns

2019 ◽  
Vol 11 (3) ◽  
pp. 67 ◽  
Author(s):  
Aikaterini-Georgia Mavroeidi ◽  
Angeliki Kitsiou ◽  
Christos Kalloniatis ◽  
Stefanos Gritzalis
Keyword(s):  
Game Design ◽  
Personal Information ◽  
User Engagement ◽  
Application Development ◽  
User Interest ◽  
Design Elements ◽  
Privacy Requirements ◽  
Education Marketing ◽  
Game Elements ◽  
The Relationship

Gamification, the use of game design elements in applications that are not games, has been developed to provide attractive environments and maintain user interest in several domains. In domains such as education, marketing and health, where gamification techniques are applied, user engagement in applications has increased. In these applications the protection of users’ privacy is an important aspect to consider, due to the applications obtaining a record of the personal information of their users. Thus, the purpose of this paper is to identify if applications where gamification is applied do respect users’ privacy. For the accomplishment of this aim, two main steps have been implemented. Since the main principle of gamification is the existence of game elements, the first step was to identify the set of game elements recorded in the literature that are commonly applied in various applications. Afterwards, an examination of the relationship between these elements and privacy requirements was implemented in order to identify which elements conflict with the privacy requirements leading to potential privacy violations and which elements do not. Α conceptual model according to the results of this examination was designed, which presents how elements conflict with requirements. Based on the results, there are indeed game elements which can lead to privacy violations. The results of this work provide valuable guidance to software developers, especially during the design stages of gamified applications since it helps them to consider the protection of users’ privacy in parallel from the early stages of the application development onwards.

Gamifying a Simulation: Do a Game Goal, Choice, Points, and Praise Enhance Learning?

2018 ◽  
Vol 57 (6) ◽  
pp. 1575-1613 ◽  
Author(s):  
Cyril Brom ◽  
Tereza Stárková ◽  
Edita Bromová ◽  
Filip Děchtěrenko
Keyword(s):  
Game Design ◽  
Self Determination Theory ◽  
Virtual Currency ◽  
Design Elements ◽  
Load Theory ◽  
Explorative Study ◽  
Complex Process ◽  
Computerized Simulation ◽  
Game Elements ◽  
Shed Light

Despite the increased interest in gamification approaches, there is a lack of comparative studies that shed light on the applicability of these approaches in educational contexts. In this explorative study, with an experimental design, university learners ( N = 98) studied a complex process (i.e., how to brew beer) in a 2-hour-long computerized simulation. In the experimental condition, the simulation featured the following game design elements: game goals, increased freedom of choice, points, virtual currency, and praise (i.e., a gamified simulation). These elements were absent in the simulation versions used in the two control conditions. No differences in learning outcomes and intrinsic motivation variables between the gamified simulation and its nongamified versions were observed. The gamified simulation was perceived to be significantly easier than the nongamified versions ([Formula: see text] = 0.10; d = 0.74, 0.42). Of the game elements used in this study, the participants perceived most positively a clear, game-like goal. The findings are consistent with self-determination theory, cognitive-affective theory of learning from media, and cognitive load theory. The findings also support the emerging notion that caution should be applied when using gamification approaches in educational contexts.

scholarly journals Factors Influencing Customer Loyalty towards McDonald’s Restaurant in Kuala Terengganu

2021 ◽  
Vol 12 (1S) ◽  
pp. 1-13
Author(s):  
Nur Rashidah Ismail ◽  
Nalini Arumugam
Keyword(s):  
Food Quality ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Demographic Variable ◽  
Descriptive Analysis ◽  
Demographic Variables ◽  
Social Media Platforms ◽  
Customer's Loyalty ◽  
Relationship Of ◽  
The Relationship

Customer loyalty has become an important role in ensuring successful businesses in this highly competitive market. Thus, there is a need for McDonald’s management to creating loyal customers in order to maintain their sustainability in the market. The purpose of this study is to measure the relationship of the demographic variable with customer loyalty and also to measure the significant relationship of food quality, physical environment, price and value, and also convenience with customer loyalty in McDonald’s restaurant in Kuala Terengganu. Convenience sampling was used to distribute the questionnaire from 120 respondents through social media platforms via WhatsApp and Facebook. The data then were analysed by using Statistical Package of Social Science version 23 to carry out the test from descriptive analysis, cross-tabulation, and multiple linear regression. This study reveals that age, ethnics, education, and income have a significant relationship with customer loyalty on behalf of demographic variables. Meanwhile, on behalf of independent variables, convenience and food quality has a positive relationship with customer loyalty. So, we can say that food quality and convenience factors have the highest influence on customer’s loyalty. Thus, McDonald’s restaurant should find the strategies on how to improve themselves in that factor such as provide a big size of chicken or a convenience drive thru. It is pretty sure can make customers more comfortable to revisit the restaurants.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

scholarly journals The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty

2014 ◽  
Vol 4 (3) ◽  
pp. 368 ◽  
Author(s):  
Roshana Gul
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Positive Sign ◽  
Medical College ◽  
Independent Variable ◽  
Relationship Of ◽  
The Relationship ◽  
Self Administered Questionnaire

Though a lot of studies have been done to conclude customer loyalty as dependent variable but still there is a vast margin of researches to be conducted in future in different spheres of this construct. On the other hand the truth of the importance of customer loyalty as an enduring asset cannot be falsified. It is fundamental for organizations to build up long term and mutual beneficial associations with the customers. The purpose of this research paper is to show the inter relationship of reputation, customer satisfaction and trust on customer loyalty. According to the observations reputation is the major independent variable that has significant relationship with customer satisfaction, customer loyalty, and trust. Data for this research study was taken from the Islamia University, Quaid-e-Azam Medical College, and different banks located at various geographic locations of Bahawalpur region of Pakistan. Data was collected through self administered questionnaire and analyzed by using regression through SPSS. The results have been drawn from 150 users of NISHAT LINEN and it was found that there is positive and significant relationship among reputation, customer satisfaction, trust and customer loyalty. Hence the studies give the positive sign that with the increment of reputation, customer satisfaction and trust the customer loyalty enhances.  

scholarly journals The relationship of corporate social responsibility to customer loyalty - A study in Vietnam market

2021 ◽  
Vol 5 (1) ◽  
pp. first
Author(s):  
Nguyễn Văn Anh ◽  
Thảo Thị Phương Nguyễn
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Business Managers ◽  
New Perspective ◽  
Positive Outlook ◽  
Corporate Social ◽  
Relationship Of ◽  
The Relationship

In recent years, consumers are increasingly interested in corporate social responsibility activities for the community. Many companies have begun to focus on CSR activities as it can contribute to improving the company's image in customer's perception. In Vietnam, although there are also some studies about CSR, the quantity is limited and there are certain limitations. Therefore, this study aims to evaluate the relationship between CSR activities and customer loyalty through trust, customer company identify, and satisfaction. With the data being collected by survey questionnaires, the authors test the model and research hypotheses by using PLS-SEM techniques. The results show that CSR activities have a positive impact on customer loyalty through factors of trust, customer company identify, and customer satisfaction. This study helps business managers to develop effective policies and to have a new perspective on CSR activities as well as its values. In addition, the positive outlook of the customers on the business will bring many benefits, contributing to improving the brand value and reputation, enhancing competitive advantages towards sustainable development.

Can Different Types of Non-Territorial Working Satisfy Employees’ Needs for Autonomy and Belongingness? Insights From Self-Determination Theory

2020 ◽  
pp. 001391652094260
Author(s):  
Gabrielle Gatt ◽  
Lixin Jiang
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Work Engagement ◽  
Affective Commitment ◽  
Self Determination Theory ◽  
Psychological Needs ◽  
Self Determination ◽  
Relationship Of ◽  
The Relationship ◽  
Work Arrangement

Organizations are increasingly adopting non-territorial organizational models with unassigned desks. However, previous research has: (1) shown mixed results regarding the impact of non-territorial working on employees, (2) largely examined non-territorial working in its purest sense without considering the nuanced differences in non-territorial working, and (3) not understood the mechanisms underlying the relation between non-territorial working and employee outcomes. To address these research gaps, we apply self-determination theory, which argues that meeting basic psychological needs of autonomy and belonging allows optimal human development, to the physical environment of office spaces. Specifically, we investigated whether the relationship of two types of non-territorial working with employee work engagement, emotional exhaustion, job satisfaction, and affective commitment is mediated via autonomy over office spaces and belongingness. Data were collected from 127 working New Zealanders who have adopted two types of non-territorial working (i.e., work arrangement 1 and work arrangement 2) in an organization. We found that although workers with work arrangement 2 did not report higher belongingness than those with work arrangement 1, workers with work arrangement 1 reported higher autonomy over office spaces than those with work arrangement 2. Moreover, belongingness was related to higher work engagement, job satisfaction, and affective commitment but lower emotional exhaustion, while autonomy over office spaces was related to increased job satisfaction and affective commitment but decreased emotional exhaustion. We also found that autonomy over office spaces, but not belongingness, mediated the relationship of non-territorial working with emotional exhaustion and job satisfaction.

scholarly journals Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

2017 ◽  
Vol 12 (10) ◽  
pp. 24
Author(s):  
Mauro Sciarelli ◽  
Abdelhakim A. Nagm ◽  
Mona I. Dakrory ◽  
Mario Tani ◽  
Mohamed A. Khashan
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Service Failure ◽  
Service Recovery ◽  
Internet Service ◽  
Mediating Role ◽  
Recovery Strategies ◽  
Recovery Satisfaction ◽  
Customer's Loyalty ◽  
The Relationship

This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.

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