The Influence of Service Quality on Gamer Loyalty in Massively Multiplayer Online Role-Playing Games

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Abstract:

In this study we investigated how different dimensions of service quality might influence the loyalty of customers in the context of online games. By studying the gamers of massively multiplayer online role-playing games (MMORPGs), we tested our hypotheses using structural equation modeling techniques. We found that the service quality dimensions of privacy, effectiveness, and entertainment indirectly influence the loyalty of gamers through satisfaction, whereas interaction has a direct effect on their loyalty. These findings have implications for online game companies to improve customers' loyalty.

Keywords: LOYALTY; MASSIVELY MULTIPLAYER ONLINE ROLE-PLAYING GAMES; SATISFACTION; SERVICE QUALITY

Document Type: Research Article

DOI: http://dx.doi.org/10.2224/sbp.2011.39.10.1297

Publication date: November 1, 2011

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