An Empirical Investigation into the Sources of Customer Dissatisfaction with Online Games

2012 ◽  
pp. 273-286
Author(s):  
Fan-Chen Tseng ◽  
Ching-I Teng
Keyword(s):  
Online Survey ◽  
Service Providers ◽  
Online Games ◽  
Online Game ◽  
Customer Support ◽  
Five Factors ◽  
Scant Attention ◽  
Deceptive Behavior ◽  
Customer Dissatisfaction ◽  
Online Service Providers

Most extant research focused on the attractiveness of online games, but paid scant attention to the sources of customer dissatisfaction with online games. Thus, this study investigates the sources of customer dissatisfaction (dissatisfiers) with online games. From an online survey, this study identified five factors as the sources of customer dissatisfaction: (1) the deceptive behavior of other online gamers, (2) the discourteous behavior of other online gamers, (3) the unattractive design of online games, (4) the ineffective customer support of online game service providers, and (5) the undesirable restrictions or regulations imposed by online game service providers. Findings in this study highlighted the fact that the anonymous and intensive interactions among online customers themselves can result in customer-originated dissatisfiers such as deceptive behavior and discourteous behavior. This study also reminded online service providers of company-originated dissatisfiers such as ineffective customer support and improper constraints.

An Empirical Investigation into the Sources of Customer Dissatisfaction with Online Games

2011 ◽  
Vol 7 (4) ◽  
pp. 17-30 ◽  
Author(s):  
Fan-Chen Tseng ◽  
Ching-I Teng
Keyword(s):  
Online Survey ◽  
Service Providers ◽  
Online Games ◽  
Online Game ◽  
Customer Support ◽  
Five Factors ◽  
Scant Attention ◽  
Deceptive Behavior ◽  
Customer Dissatisfaction ◽  
Online Service Providers

Most extant research focused on the attractiveness of online games, but paid scant attention to the sources of customer dissatisfaction with online games. Thus, this study investigates the sources of customer dissatisfaction (dissatisfiers) with online games. From an online survey, this study identified five factors as the sources of customer dissatisfaction: (1) the deceptive behavior of other online gamers, (2) the discourteous behavior of other online gamers, (3) the unattractive design of online games, (4) the ineffective customer support of online game service providers, and (5) the undesirable restrictions or regulations imposed by online game service providers. Findings in this study highlighted the fact that the anonymous and intensive interactions among online customers themselves can result in customer-originated dissatisfiers such as deceptive behavior and discourteous behavior. This study also reminded online service providers of company-originated dissatisfiers such as ineffective customer support and improper constraints.

Influencing Factors of Virtual Cigarettes online game Consumers1 Co-production Behavior

2021 ◽  
Vol 7 (5) ◽  
pp. 3035-3056
Author(s):  
Xiaobo Fang ◽  
Jieyu Song ◽  
Liyan Liu ◽  
Minoo Ghoreishi
Keyword(s):  
Influencing Factors ◽  
Online Survey ◽  
Online Games ◽  
Product Evaluation ◽  
Customer Participation ◽  
Online Game ◽  
Factors Affecting ◽  
Professional Information ◽  
Game Developers ◽  
The Impact

Purpose-This study aims to explore the influencing factors of customer participation in co-production and the impact of co-production on consumer product evaluation and behavioral loyalty. Design/methodology/approach – An online survey was used to collect 325 valid questionnaires from consumers who reported participating in online game public testing and played many virtual cigarettes online games with more than 6-months experience. Findings – Consumers who are willing to participate in co-production often share specific characteristics, including a high desire to control, a high motivation to achieve, and professional knowledge. When Consumers concentrate on co-production, they may leave positive product evaluations of virtual cigarettes online games, and increase behaviors that demonstrate loyalty. Practical implications –Virtual cigarettes online game developers can be involved by these results when provide relevant professional information in game public testing, because they suggest that consumers who are willing to participate in co-production often share specific characteristics. Originality/value – From the viewpoints of the consumer link, product link, and situational link, this paper summarized the link variables, and analysed the key factors affecting consumers’ input into co-production.

Online Gamers' Preferences for Online Game Charging Mechanisms

2015 ◽  
Vol 11 (1) ◽  
pp. 23-34 ◽  
Author(s):  
Fan-Chen Tseng ◽  
Ching-I Teng
Keyword(s):  
Willingness To Pay ◽  
Virtual World ◽  
Service Providers ◽  
Online Games ◽  
Online Game ◽  
Analytical Results ◽  
Revenue Models

Online games construct a virtual world where gamers can explore and experience various exciting environments. However, studies on gamer behavior rarely investigated the relationships between motivations and spending for online games. Understanding these relationships helps online game service providers manage gamers' motivations and develop better revenue models. This study investigated the relationships between one core motivation for playing online games—exploration motivation—and online gamers' willingness to spend for online games. Analytical results indicated that exploration motivation is positively related to gamer willingness to pay monthly access fees for playing online games, and is negatively related to gamer intention to buy or to bid for virtual items. The implications are discussed and suggestions to game service providers are offered.

Well-Being, Motives and Experiences in Live and Online Game Settings

2017 ◽  
Vol 9 (4) ◽  
pp. 19-43 ◽  
Author(s):  
Tihana Brkljačić ◽  
Lana Lučić ◽  
Ines Sučić
Keyword(s):  
Quality Of Life ◽  
Leisure Activities ◽  
Well Being ◽  
Online Games ◽  
Serious Leisure ◽  
Online Environment ◽  
Online Game ◽  
Five Factors

Traditional mind sports are extremely suitable for online environment, so various specialized platforms, were developed for this purpose. Although online games are technically superior and popular, many players argue that online play lacks “the game spirit”. The aim of this article was to compare motives and experiences of live and online games of Bridge. The authors conducted ten semi-structured online interviews with bridge players. All participants confirmed that Bridge significantly improved their quality of life. The participants reported benefits in accordance with Major (2001) serious leisure benefits and partially in accordance with the DRAMMA model of five factors related to leisure activities (Newman, Tay and Diener, 2014). Results showed that online bridge was generally perceived as less challenging and demanding, but appropriate for training purposes. The most important difference in motivation is related to boredom – frequent motive of online bridge, while not existent in live settings.

Well-Being, Motives and Experiences in Live and Online Game Settings

2021 ◽  
pp. 930-957
Author(s):  
Tihana Brkljačić ◽  
Lana Lučić ◽  
Ines Sučić
Keyword(s):  
Quality Of Life ◽  
Leisure Activities ◽  
Well Being ◽  
Online Games ◽  
Serious Leisure ◽  
Online Environment ◽  
Online Game ◽  
Five Factors

Traditional mind sports are extremely suitable for online environment, so various specialized platforms, were developed for this purpose. Although online games are technically superior and popular, many players argue that online play lacks “the game spirit”. The aim of this article was to compare motives and experiences of live and online games of Bridge. The authors conducted ten semi-structured online interviews with bridge players. All participants confirmed that Bridge significantly improved their quality of life. The participants reported benefits in accordance with Major (2001) serious leisure benefits and partially in accordance with the DRAMMA model of five factors related to leisure activities (Newman, Tay and Diener, 2014). Results showed that online bridge was generally perceived as less challenging and demanding, but appropriate for training purposes. The most important difference in motivation is related to boredom – frequent motive of online bridge, while not existent in live settings.

scholarly journals ANALISIS KEBUTUHAN KECEPATAN BANDWIDTH GAME ONLINE (Free fire, Mobile Legends, Pubg mobile)

2019 ◽  
Vol 2 (2) ◽  
pp. 81
Author(s):  
Ahmad Tantoni ◽  
Mohammad Taufan Asri Zaen ◽  
Khairul Imtihan
Keyword(s):  
Image Quality ◽  
Service Providers ◽  
Online Games ◽  
The Internet ◽  
Internet Service Providers ◽  
Research Needs ◽  
Online Game ◽  
Internet Service ◽  
Internet Connection ◽  
Internet Networks

Online Game users continue to grow from year to year and therefore internet service providers (ISPs) must provide stable and fast internet quality. The Bandwidth requirements of online Games must be supported by internet networks that support the speed and stability of the internet connection. When using online Games sometimes the connection is bad, so it makes a condition called lagging. Then make the online Game avatars do not move or the traffic is stuck. This makes online Game players lose to enemies because, when the online Game avatar is not moving it will be easy for the enemy to shoot dead. Based on this, an analysis of the research needs of online Game Bandwidth speed needs to be done so, that internet service providers (ISPs) can divide how much speed or Bandwidth to the Game needs so, that online Game users feel comfortable, safe without feeling any slow or lagging conditions. This study tested by 3 Games, such as Free fire, Mobile Legends, and Pubg mobile. Each Game uses graphics and image quality which is being tested for 10 minutes. The results of this study shows that all of the three Games requires a stable internet connection for Uploading and Downloading.

High School Students Understanding of the Risks of Online Game Addiction

10.32698/0772 ◽  
2019 ◽  
Vol 2 (2) ◽  
pp. 113
Author(s):  
Eryzal Novrialdy ◽  
Herman Nirwana ◽  
Riska Ahmad
Keyword(s):  
High School ◽  
High School Students ◽  
School Counselors ◽  
Sampling Technique ◽  
Online Games ◽  
Average Score ◽  
Online Game ◽  
School Students ◽  
Game Addiction ◽  
Use Of Technology

Adolescents are currently in the midst of technological sophistication, which is very helpful for its development. On the other hand, many adolescents are trapped in the problem of technology addiction. Adolescents are the most age group who experience problems with the use of technology, including online games. Online game addiction is the loss of control over the use of online games, which makes other daily activities are disrupted. Online game addiction in adolescents have an impact on several aspects of life, such as health aspects, psychological aspects, academic aspects, social aspects, and financial aspects. Lack of understanding about the risks of online game addiction can get adolescent stuck in online game addiction. This research aims to describe high school students understanding about the risks of online game addiction. The sample consisted of 255 high school students selected by proportional random sampling technique. Data was collected using a scale measuring understanding of the risks of online game addiction. Data analysis used a quantitative approach with descriptive methods. The results showed that high school students understanding about the risks of online game addiction was included in the moderate category with an average score of 198,48 and an achievement score level of 55,14%. Therefore, school counselors must to improve high school students understanding of the risks of online game addiction.

User categories of mobile travel services

2014 ◽  
Vol 5 (1) ◽  
pp. 17-30 ◽  
Author(s):  
Niklas Eriksson
Keyword(s):  
Online Survey ◽  
Service Providers ◽  
Mobile Services ◽  
Individual Characteristics ◽  
Online Data ◽  
Content Type ◽  
Travel Services ◽  
Online Data Collection ◽  
Barriers To Use ◽  
Practical Implications

Purpose – This study aims to identify user categories of mobile travel services and analyze the differences between the categories based on individual characteristics, the individuals' perceived barriers to use internet-/mobile services during a trip and the individuals' preferred channel strategies. Design/methodology/approach – An extensive online survey in Finland was conducted to collect the data and a cluster analysis is used to identify the user categories. Findings – The study indicates that there are four user categories of mobile travel services: “info-seekers”, “checkers”, “bookers” and “all-rounders” and one group of “non-users”. Research limitations/implications – Due to the online data collection method and the self-selective process, the sample may be biased towards respondents finding electronic travel services important. It would be of value to conduct similar studies on a representative sample of the total population of different countries. Practical implications – The identified categories can be seen as consumer segments for which travel service providers can target mobile services. Originality/value – This study contributes with a categorization of mobile travelers and provides insights on the diffusion of mobile travel services.

Online to offline social interaction on gaming motivations

Kybernetes ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Wei-Lun Chang ◽  
Li-Ming Chen ◽  
Yen-Hao Hsieh
Keyword(s):  
Markov Chain ◽  
Online Games ◽  
Online Gaming ◽  
Online Game ◽  
Content Type ◽  
Switching Model ◽  
First Order ◽  
Order Markov Chain ◽  
Game Players ◽  
Motivation Model

PurposeThis research examined the social interactions of online game players based on the proposed motivation model in order to understand the transitions of motivation of online game. The authors also separated samples into four categories to compare the difference of different type of online game players.Design/methodology/approachThis study proposed a motivation model for online game player based on existence–relatedness–growth theory. The authors also analyze the transitions of motivations via first-order and second-order Markov chain switching model to obtain the journey of online to offline socialization.FindingsTeamwork–socialization players preferred to make friends in their online gaming network to socialize. Competition–socialization players were mostly students who played games to compete and socialize and may share experience in online or offline activities. Teamwork–mechanics players purely derived pleasure from gaming and were not motivated by other factors in their gaming activities. Competition–mechanics players may already have friends with other gamers in real life.Research limitations/implicationsMore samples can be added to generate more generalizable findings and the proposed motivation model can be extended by other motivations related to online gaming behavior. The authors proposed a motivation model for online to offline socialization and separated online game players into four categories: teamwork–socialization, competition–socialization, teamwork–mechanics and competition–mechanics. The category of teamwork–socialization may contribute to online to offline socialization area. The category of competition–mechanics may add value to the area of traditional offline socialization. The categories of competition–socialization and teamwork–mechanics may help extant literature understand critical stimulus for online gaming behavior.Practical implicationsThe authors’ findings can help online gaming industry understand the motivation journey of players through transition. Different types of online games may have various online game player's journey that can assist companies in improving the quality of online games. Online game companies can also offer official community to players for further interaction and experience exchange or the platform for offline activities in the physical environment.Originality/valueThis research proposed a novel motivation model to examine online to offline socializing behavior for online game research. The motivations in model were interconnected via the support of literature. The authors also integrated motivations by Markov chain switching model to obtain the transitions of motivational status. It is also the first attempt to analyze first-order and second-order Markov chain switching model for analysis. The authors’ research examined the interconnected relationships among motivations in addition to the influential factors to online gaming behavior from previous research. The results may contribute to extend the understanding of online to offline socialization in online gaming literature.

Sign in / Sign up

Export Citation Format

Share Document