Mikrotransaktioners påverkan på kundnöjdhet
(2018) FEKH29 20181Department of Business Administration
- Abstract
- Purpose: The study aims to investigate how sales of virtual goods through microtransactions in the gaming industry affects customer satisfaction.
Methodology: Quantitative research method with a deductive approach emerged from a positivist perspective. Cross-sectional study with a survey distributed on selected online forums.
Theoretical perspectives: Szymanski and Henard’s (2001) five factors of customer satisfaction as well as Lehdonvirtas (2009) division of microtransactions with hedonistic, functional and social characteristics.
Empirical foundation: The empiricism consists of an internet survey with 266 responses.
Conclusions: The result of the study was that Overwatch, with its hedonistic virtual goods, had the highest... (More) - Purpose: The study aims to investigate how sales of virtual goods through microtransactions in the gaming industry affects customer satisfaction.
Methodology: Quantitative research method with a deductive approach emerged from a positivist perspective. Cross-sectional study with a survey distributed on selected online forums.
Theoretical perspectives: Szymanski and Henard’s (2001) five factors of customer satisfaction as well as Lehdonvirtas (2009) division of microtransactions with hedonistic, functional and social characteristics.
Empirical foundation: The empiricism consists of an internet survey with 266 responses.
Conclusions: The result of the study was that Overwatch, with its hedonistic virtual goods, had the highest level of customer satisfaction, followed by CS:GO with its social virtual goods and finally FIFA 18 with its functional virtual goods. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/8956040
- author
- Roovete, Nicholas LU ; Arendt, Johannes LU and Bengtsson, Alex LU
- supervisor
-
- Jens Hultman LU
- organization
- course
- FEKH29 20181
- year
- 2018
- type
- M2 - Bachelor Degree
- subject
- keywords
- Customer satisfaction, Microtransactions, Virtual Goods, Pay-to-Play games, Gaming industry, Kundnöjdhet, Virituella varor, Mikrotransaktioner, Pay-to-Play spel, Spelindustri
- language
- Swedish
- id
- 8956040
- date added to LUP
- 2018-08-17 12:11:11
- date last changed
- 2018-08-17 12:11:11
@misc{8956040,
abstract = {{Purpose: The study aims to investigate how sales of virtual goods through microtransactions in the gaming industry affects customer satisfaction.
Methodology: Quantitative research method with a deductive approach emerged from a positivist perspective. Cross-sectional study with a survey distributed on selected online forums.
Theoretical perspectives: Szymanski and Henard’s (2001) five factors of customer satisfaction as well as Lehdonvirtas (2009) division of microtransactions with hedonistic, functional and social characteristics.
Empirical foundation: The empiricism consists of an internet survey with 266 responses.
Conclusions: The result of the study was that Overwatch, with its hedonistic virtual goods, had the highest level of customer satisfaction, followed by CS:GO with its social virtual goods and finally FIFA 18 with its functional virtual goods.}},
author = {{Roovete, Nicholas and Arendt, Johannes and Bengtsson, Alex}},
language = {{swe}},
note = {{Student Paper}},
title = {{Mikrotransaktioners påverkan på kundnöjdhet}},
year = {{2018}},
}