Developing a User-Centric Quality Model for Gaming as a Service (GaaS): Enhancing User Satisfaction Through Key Quality Factors

Abstract

This study presents a comprehensive and user-centric quality model for gaming as a service (GaaS), grounded in a multistage survey methodology involving pretest, postgame, and posttest evaluations. The research identifies and empirically validates key quality attributes that influence user satisfaction, including controllability, responsiveness, accessibility, cost transparency, security, and social features. Data from 62 cloud gamers, analyzed through ANOVA and regression techniques, reveal that users prioritize high-resolution graphics, diverse game libraries, intuitive controls (ICs), and seamless audio–visual performance. The findings highlight a strong alignment between user expectations and the proposed quality model. Practical recommendations are offered for GaaS providers, focusing on improved user onboarding, transparent system requirements, enhanced social features, and robust security protocols. The study also discusses emerging technologies such as AI-driven personalization and adaptive streaming, which hold promise for enhancing quality of experience (QoE) in dynamic network conditions. Future research should include larger and more diverse user samples, longitudinal analysis, and cross-cultural perspectives to further validate and refine the model.