Impact of gamification on customer experience and perceived value in the Sri Lankan telecommunication market

Abstract

The telecommunication services industry has grown rapidly in Sri Lanka over the past few decades. But, for a tiny island nation with a relatively low population figure, the number of active telecommunication service providers operating in the country is considerably high. In the current market situation, no service provider has a competitive edge over technology. Hence, companies take the customer experience very seriously as the perceived value towards the service provider is one of the main deciding factors for a customer when gamification. Thus, this study aims to identify the effect of gamification and customer experience on perceived value in the Sri Lankan Telecommunication market. A representative sample of 200 gamification users was selected and the feedback was collected using a structured questionnaire. Using SPSS 24 software, the characteristics of the sample were analyzed through descriptive statistics, and research objectives were achieved by testing hypotheses using correlation and regression analysis. The results evidenced that the relationships between gamification and perceived value, gamification and customer experience, and customer experience and perceived value have a significant, moderate & 0positive linear relationship. Further, it was found that customer experience provides a significant, partial, and positive impact on gamification and perceived value. The findings of the study help practitioners to uplift the use of gamification in their marketing strategy.