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

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

Authors
Lili Adi Wibowo1, *, Rd Dian H. Utama1, Nisha Ulya Tjasbari1
1Universitas Pendidikan Indonesia, Bandung, 40154, Indonesia
*Corresponding author. Email: liliadiwibowo@upi.edu
Corresponding Author
Lili Adi Wibowo
Available Online 12 September 2025.
DOI
10.2991/978-94-6463-817-2_64How to use a DOI?
Keywords
E-service Quality; E-WOM; E-satisfaction
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.

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_64How 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  - Lili Adi Wibowo
AU  - Rd Dian H. Utama
AU  - Nisha Ulya Tjasbari
PY  - 2025
DA  - 2025/09/12
TI  - The Influence of E-Service Quality on Electronic Word of Mouth (E-WOM) Through E-Satisfaction on Over The Top (OTT) Streaming Media Users
BT  - Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
PB  - Atlantis Press
SP  - 529
EP  - 541
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-817-2_64
DO  - 10.2991/978-94-6463-817-2_64
ID  - Wibowo2025
ER  -