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Lee ZWY IntR Service Quality in Cloud Gaming Instrument Development and Validation.docx (711.58 kB)

Service quality in cloud gaming: instrument development and validation

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journal contribution
posted on 2024-03-13, 09:24 authored by Winston T Su, Zach WY Lee, Xinming He, Tommy KH Chan

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.

History

Author affiliation

College of Social Sci Arts and Humanities/School of Business

Version

  • AM (Accepted Manuscript)

Published in

Internet Research

Publisher

Emerald

issn

1066-2243

Copyright date

2024

Available date

2024-03-13

Language

en

Deposited by

Professor Zach Lee

Deposit date

2024-03-12

Rights Retention Statement

  • No

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