Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)

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

Authors
Putri Pradnyawidya Sari1, *, Ratih Hurriyati1, Heny Hendrayati1
1Universitas Pendidikan Indonesia, Bandung, Indonesia
*Corresponding author. Email: putripradnya@upi.edu
Corresponding Author
Putri Pradnyawidya Sari
Available Online 12 September 2025.
DOI
10.2991/978-94-6463-817-2_74How to use a DOI?
Keywords
Customer Satisfaction; User Experience; E-Service Quality; Privacy Policy
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.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
12 September 2025
ISBN
978-94-6463-817-2
ISSN
2352-5428
DOI
10.2991/978-94-6463-817-2_74How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Putri Pradnyawidya Sari
AU  - Ratih Hurriyati
AU  - Heny Hendrayati
PY  - 2025
DA  - 2025/09/12
TI  - The Impact of E-Service Quality and User Experience on Customer Satisfaction on the Video-on-Demand Platform
BT  - Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
PB  - Atlantis Press
SP  - 641
EP  - 647
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-817-2_74
DO  - 10.2991/978-94-6463-817-2_74
ID  - Sari2025
ER  -