The Impact of E-Service Quality and User Experience on Customer Satisfaction on the Video-on-Demand Platform

Putri Pradnyawidya Sari (), Ratih Hurriyati and Heny Hendrayati
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Putri Pradnyawidya Sari: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia
Heny Hendrayati: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024), 2025, pp 641-647 from Springer

Abstract: Abstract This study aims to explore the correlation between e-service quality and customer experience and provide valuable insights into its impact on overall customer satisfaction on the video-on-demand platform of Netflix. Furthermore, this study also aims to assess the factors that have the most influence on customer satisfaction by using privacy policy as one of the dimensions of e-service quality variables. A quantitative approach was employed, and data were collected from 100 Netflix users with a minimum subscription period of 3 months. Smart-PLS 3 software was used for data processing and analysis. The hypothesis testing results showed that e-service quality had no significant impact on customer satisfaction, while customer experience had a significant and positive impact on customer satisfaction. Security policies also affected customer satisfaction, which had an impact on increasing company profits.

Keywords: Customer Satisfaction; User Experience; E-Service Quality; Privacy Policy (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-817-2_74

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DOI: 10.2991/978-94-6463-817-2_74

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