Battle of the Titans: Customer Satisfaction Analysis of 2024's Top Mobile Games

Ahmet Alkan Çelik, Yavuz Selim Balcioğlu and Erkut Altindağ
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Ahmet Alkan Çelik: Doğuş University, Turkey
Yavuz Selim Balcioğlu: Doğuş University, Turkey
Erkut Altindağ: Doğuş University, Turkey

International Journal of Mobile Human Computer Interaction (IJMHCI), 2025, vol. 16, issue 1, 1-27

Abstract: In an era where mobile games dominate the global entertainment landscape, understanding what drives player satisfaction has become both a commercial imperative and a theoretical challenge. This study examines the satisfaction dynamics of three top-performing games-BGMI, Clash of Clans, and Squad-through the lens of Expectation-Disconfirmation Theory. Using a mixed-methods approach, the authors analyzed over 55,000 Google Play Store reviews, combining sentiment analysis, version tracking, and thematic content examination. The results reveal significant variation in user satisfaction, with Clash of Clans showing remarkable consistency, BGMI showing a troubling downward trend, and Squad showing volatility driven by monetization criticism and update quality. While previous studies have addressed general satisfaction metrics, the research uniquely examines how disconfirmation types, developer responsiveness, and update strategies intersect to influence user ratings across genres.

Date: 2025
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International Journal of Mobile Human Computer Interaction (IJMHCI) is currently edited by Don Donghee Shin

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