Generating Frequent Patterns with the Frequent Pattern List
PAKDD '01 Proceedings of the 5th Pacific-Asia Conference on Knowledge Discovery and Data Mining
Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics
Information Systems Research
Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool
Information Systems Frontiers
Latency and player actions in online games
Communications of the ACM - Entertainment networking
Consumer behavior in online game communities: A motivational factor perspective
Computers in Human Behavior
User acceptance of hedonic information systems
MIS Quarterly
| Hi-index | 0.00 |
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.