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.

中文翻译：

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云游戏中的服务质量：仪器开发和验证

目的

全球云游戏市场正在快速增长。游戏玩家如何评估这种新兴云服务形式的服务质量已成为研究人员和从业者面临的关键问题。本研究以服务质量和软件即服务方面的文献为基础，开发并验证了一种以玩家为中心的云游戏服务质量测量工具。

设计/方法论/途径

采用三步测量仪器开发流程，包括项目生成、规模开发和仪器测试，来概念化和实施云游戏服务质量。

发现

云游戏服务质量由支持服务质量和技术服务质量两个二阶结构组成，具有融洽性、响应性、可靠性、兼容性、普遍性、流畅性和综合性七个一阶维度。该仪器表现出理想的心理测量特性。

实际影响

从业者可以使用这种新的测量工具来评估游戏玩家对其服务的看法并确定需要改进的领域。

原创性/价值

本研究利用定性和定量方法开发和验证云游戏背景下的新服务质量测量工具，并确定特定于其的新维度（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。