The Influence of E-Service Quality on Electronic Word of Mouth (E-WOM) Through E-Satisfaction on Over The Top (OTT) Streaming Media Users

Lili Adi Wibowo (), Rd Dian H. Utama and Nisha Ulya Tjasbari
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Lili Adi Wibowo: Universitas Pendidikan Indonesia
Rd Dian H. Utama: Universitas Pendidikan Indonesia
Nisha Ulya Tjasbari: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024), 2025, pp 529-541 from Springer

Abstract: Abstract This research aims to obtain an overview of e-service quality regarding E-WOM through e-satisfaction among Netflix Over The Top (OTT) Media Users. The approach to this research uses quantitative methods by collecting data from 200 respondents randomly selected from the total population of the Indonesian Netflix Community of 20,045 members. The sampling technique used was simple random sampling through questionnaire distribution. Data analysis was done by applying descriptive and verification techniques through Structural Equation Modeling (SEM) using AMOS software. The research results show that e-service quality positively and significantly affects E-WOM through e-satisfaction. Still, e-service quality has no direct impact on E-WOM. This conclusion indicates that e-service quality can increase E-WOM by mediating e-satisfaction among Netflix users.

Keywords: E-service Quality; E-WOM; E-satisfaction (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-817-2_64

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