Creating a framework for eliciting consumer satisfaction in Second Life

2.50
Hdl Handle:
http://hdl.handle.net/10547/294284
Title:
Creating a framework for eliciting consumer satisfaction in Second Life
Authors:
Shukla, Mitul
Abstract:
Using consumer satisfaction as an example of complex communication and a virtual world as a mediating platform, a novel framework for eliciting consumer satisfaction has been developed. Consumer satisfaction is a key element for business success, while the elicitation of satisfaction perceptions from consumers can help vendors to assess and to improve their business performance. The objectives here are: how consumer satisfaction is defined, understood and measured; how virtual worlds function, both as a platform and a product; how users typically perceive their experiences in virtual worlds; and how consumer satisfaction metrics can be translated into a virtual environment. Second Life is used as an enabling technology for gathering requirements as well as for the construction, refinement and validation of the framework. Second Life is a virtual world, a multi-user, 3D, immersive environment, which has its own internal economy. The choice of using this social virtual world was due to Second Life being a resilient and widely used platform. The main contribution of this thesis is a framework that can be used to identify and categorise the complex and inter-related factors that affect the use of Second Life in terms of consumer satisfaction perceptions. Another contribution here is a novel approach to Search Engine trend analysis, which focuses on the number or search results returned as opposed to the number of queries for a given search phrase. Based on the research conducted by the author and knowledge gained from the literature, a framework has been developed which identifies interrelated components that provide a wider context to perceive the user experience of Second Life. The approach taken by the framework enables it to be used as a means to comprehend Second Life both as a product and as a platform. A Straussian Grounded Theory approach was taken to data gathering, analysis and interpretation in the context of the framework; further refinements are made to the framework as a consequence of emergent themes revealed through the process of analysing the gathered data. Guidance is given in brief as to how the framework can be adapted to reveal consumer satisfaction perceptions from other internet based services.
Citation:
Shukla, M. (2012) 'Creating a framework for eliciting consumer satisfaction in Second Life' PhD thesis. University of Bedfordshire.
Publisher:
University of Bedfordshire
Issue Date:
Jan-2012
URI:
http://hdl.handle.net/10547/294284
Type:
Thesis or dissertation
Language:
en
Description:
A thesis submitted to the University of Bedfordshire in partial fulfilment of the requirements for the degree of Doctor of Philosophy
Appears in Collections:
PhD e-theses

Full metadata record

DC FieldValue Language
dc.contributor.authorShukla, Mitulen_GB
dc.date.accessioned2013-06-20T11:11:23Z-
dc.date.available2013-06-20T11:11:23Z-
dc.date.issued2012-01-
dc.identifier.citationShukla, M. (2012) 'Creating a framework for eliciting consumer satisfaction in Second Life' PhD thesis. University of Bedfordshire.en_GB
dc.identifier.urihttp://hdl.handle.net/10547/294284-
dc.descriptionA thesis submitted to the University of Bedfordshire in partial fulfilment of the requirements for the degree of Doctor of Philosophyen_GB
dc.description.abstractUsing consumer satisfaction as an example of complex communication and a virtual world as a mediating platform, a novel framework for eliciting consumer satisfaction has been developed. Consumer satisfaction is a key element for business success, while the elicitation of satisfaction perceptions from consumers can help vendors to assess and to improve their business performance. The objectives here are: how consumer satisfaction is defined, understood and measured; how virtual worlds function, both as a platform and a product; how users typically perceive their experiences in virtual worlds; and how consumer satisfaction metrics can be translated into a virtual environment. Second Life is used as an enabling technology for gathering requirements as well as for the construction, refinement and validation of the framework. Second Life is a virtual world, a multi-user, 3D, immersive environment, which has its own internal economy. The choice of using this social virtual world was due to Second Life being a resilient and widely used platform. The main contribution of this thesis is a framework that can be used to identify and categorise the complex and inter-related factors that affect the use of Second Life in terms of consumer satisfaction perceptions. Another contribution here is a novel approach to Search Engine trend analysis, which focuses on the number or search results returned as opposed to the number of queries for a given search phrase. Based on the research conducted by the author and knowledge gained from the literature, a framework has been developed which identifies interrelated components that provide a wider context to perceive the user experience of Second Life. The approach taken by the framework enables it to be used as a means to comprehend Second Life both as a product and as a platform. A Straussian Grounded Theory approach was taken to data gathering, analysis and interpretation in the context of the framework; further refinements are made to the framework as a consequence of emergent themes revealed through the process of analysing the gathered data. Guidance is given in brief as to how the framework can be adapted to reveal consumer satisfaction perceptions from other internet based services.en_GB
dc.language.isoenen
dc.publisherUniversity of Bedfordshireen_GB
dc.subjectG920 Others in Computing Sciencesen_GB
dc.subjectSecond Lifeen_GB
dc.subjectconsumer satisfactionen_GB
dc.subjectvirtual worldsen_GB
dc.titleCreating a framework for eliciting consumer satisfaction in Second Lifeen
dc.typeThesis or dissertationen
dc.type.qualificationnamePhDen_GB
dc.type.qualificationlevelPhDen
dc.publisher.institutionUniversity of Bedfordshireen_GB
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