Pengaruh E-Service Quality Dan Harga Terhadap Kepuasan Pelanggan Netflix
Keywords:
e-service quality, price, customer satisfaction, video on demandAbstract
This study aims to determine (1) the simultaneous effect of e-service quality and price through customer satisfaction, (2) the partial influence of e-service quality and price through customer satisfaction in Netflix. This design of study is quantitative causal with multiple linear regression analysis method. Subject of this study were Netflix customers that have purchase a premium package. Data collection using a questionnaire with a Likert scale from 110 Netflix users in Indonesia. Object of this study is e-service quality, price, and customer satisfaction. The result of this study indicate that (1) simultaneously e-service quality and price have a positive and significant effect on customer satisfaction, (2) partially e-service quality and price have positive and significant effect on customer satisfaction.
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