A Study on the Satisfaction and Intention of Customer Services for Social Network Games

• Main Authors: Chia-Chen Kang, 康家蓁
• Other Authors: Chih-Hsing Tu
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/90420129901507036311

碩士 === 世新大學 === 資訊傳播學研究所(含碩專班) === 100 === Facebook is popular in recent years, and at the same time brought up another wave of game. The social network games is more and more popular in Facebook, many people join the social network games. The social network game is more and more, when the player in the game, many problems will happen in the game. When players having problems, player need to look for customer service to solve the problems in online service platform. The purpose of this research is to study the effects of player’s user satisfaction and intention. The structure of the thesis is based on IS Success Model. This research aimed to explore the service quality, system quality, information quality, user satisfaction and user intention. This study uses online survey to conduct the investigation, there are 352 available samples. After analyzing the statistics of survey, this research comes to the following conclusions：(1)Service responsiveness and service assurance have a significant positive effect on user satisfaction.(2)System reliability and system usability have a significant positive effect on user satisfaction.(3)Information currency and information reliability have a significant positive effect on user satisfaction.(4)Service reliability and service assurance have a significant positive effect on user intention.(5)System reliability and system usability have a significant positive effect on user intention.(6)Information completeness、information currency、information、relevance and information reliability have a significant positive effect on user intention.(7)User satisfaction have a significant positive effect on user intention.