Customer Satisfaction in the Context of Online Gaming Service: The Hedonic Experience Factor

Prior research has devoted considerable attention to consumer hedonic experience and customer satisfaction in retailing and e-commerce settings. However, very little effort has been made to investigate the relationship between hedonic experience and customer satisfaction in the context of information system use. To fill this gap, this study investigates the effect of hedonic experience on game player satisfaction using an adapted technology acceptance model. By doing so, this article addresses the core research question: What drives online game player satisfaction? In support of the model and most of the hypotheses, the empirical results not only identify key antecedents of enjoyment and perceived usefulness, but also confirm the significant role of the two constructs in predicting player satisfaction. This study thus helps both information systems and marketing researchers attain a better understanding of customer satisfaction, expand their baseline knowledge of hedonic experience constructs, and conduct more fruitful and illuminating future research on e-commerce service.