The influences of system quality and service quality to consumer satisfaction and loyalty in on-line game industry

Recently, Taiwan´s sales revenue of online games market is rapidly growing year on year. As the internet pervasive, more and more company joined to this market and tries to gain profit in this market. However, the key to success in this market is consumer satisfaction and loyalty. As a result, based on literature, the research proposed two variables (system quality and service quality) which may influences consumer satisfaction and loyalty in online game market. The research used quantitative research method, and the questionnaire was used to collect research data. The result of the study indicated that the in-time service was the factor that influences customer repurchases intention. The system security will influence the intention to recommend the game to others. Moreover, the service quality and system quality will influence the consumer satisfaction to the game. Surprisingly, there is no significant relationship between consumer satisfaction and loyalty in online game industry.