Service quality in cloud gaming: instrument development and validation

IF 5.9 3区管理学 Q1 BUSINESS Internet Research Pub Date : 2024-02-20 DOI:10.1108/intr-12-2022-0954

Winston T. Su, Zach W.Y. Lee, Xinming He, Tommy K.H. Chan

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Abstract

Purpose

The global market for cloud gaming is growing rapidly. How gamers evaluate the service quality of this emerging form of cloud service has become a critical issue for both researchers and practitioners. Building on the literature on service quality and software as a service, this study develops and validates a gamer-centric measurement instrument for cloud gaming service quality.

Design/methodology/approach

A three-step measurement instrument development process, including item generation, scale development and instrument testing, was adopted to conceptualize and operationalize cloud gaming service quality.

Findings

Cloud gaming service quality consists of two second-order constructs of support service quality and technical service quality with seven first-order dimensions, namely rapport, responsiveness, reliability, compatibility, ubiquity, smoothness and comprehensiveness. The instrument exhibits desirable psychometric properties.

Practical implications

Practitioners can use this new measurement instrument to evaluate gamers' perceptions toward their service and to identify areas for improvement.

Originality/value

This study contributes to the service quality literature by utilizing qualitative and quantitative approaches to develop and validate a new measurement instrument of service quality in the context of cloud gaming and by identifying new dimensions (compatibility, ubiquity, smoothness and comprehensiveness) specific to it.

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云游戏的服务质量：工具开发与验证

目的全球云游戏市场正在迅速增长。游戏玩家如何评价这种新兴云服务形式的服务质量已成为研究人员和从业人员面临的一个重要问题。研究结果云游戏服务质量包括支持服务质量和技术服务质量两个二阶构念，以及七个一阶维度，即融洽度、响应度、可靠性、兼容性、无处不在性、流畅度和全面性。该工具具有理想的心理测量特性。实用意义从业人员可以使用这一新的测量工具来评估游戏玩家对其服务的看法，并找出需要改进的地方。独创性/价值本研究通过使用定性和定量方法来开发和验证云游戏背景下服务质量的新测量工具，并确定其特有的新维度（兼容性、普遍性、流畅性和全面性），为服务质量文献做出了贡献。

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来源期刊

Internet Research 工程技术-电信学

CiteScore

11.20

自引率

10.20%

发文量

审稿时长

>12 weeks

期刊介绍： This wide-ranging interdisciplinary journal looks at the social, ethical, economic and political implications of the internet. Recent issues have focused on online and mobile gaming, the sharing economy, and the dark side of social media.