Noor, Talenta Ekklesia (2024) Analisis Customer Satisfaction Dan Loyalty Pada Layanan Video On Demand Menggunakan Model E-Service Quality (Studi Kasus Aplikasi Vidio) ANALISIS CUSTOMER SATISFACTION DAN LOYALTY PADA LAYANAN VIDEO ON DEMAND MENGGUNAKAN MODEL E-SERVICE QUALITY (STUDI KASUS APLIKASI VIDIO). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The development of technology continues to progress. One of the technologies that has seen significant advancement is Video on Demand (VOD). VOD technology refers to the delivery of video content over the internet, with the number of users reaching 79.89 million in 2023. PT Vidio Dot Com, Indonesia's first original video portal, has been providing various shows through its OTT service since 2014. With the slogan "Watch without hassle," Vidio makes it easy for its users to enjoy desired content anytime, anywhere. However, in its operations, the Vidio App faces several issues: recurring ads even for subscribers, slow content downloads despite stable networks, occurrences of lagging and buffering during content playback, and the absence of a one-time payment option resulting in automatic subscriptions without prior confirmation. This research aims to understand the influence of electronic service quality on customer satisfaction, the effect of electronic service quality on customer loyalty, and the impact of customer satisfaction on customer loyalty among 100 Vidio App users. The research data was analyzed using SPSS and SmartPLS 3 software. The findings indicate that factors contributing to Vidio's success from the user's perspective include E-Service Quality, Customer Loyalty, and Customer Satisfaction. The analysis reveals that E-Service Quality significantly and positively influences Customer Satisfaction, with a T-Statistics value exceeding 32.708 and an F-Square value of 4.771, signifying a substantial impact. Additionally, E-Service Quality was found to have a significant and positive effect on Customer Loyalty, with a T-Statistics value of 5.906 and an F-Square value of 0.333, indicating a moderate influence. The analysis also indicates a relatively small yet positive and significant relationship between Customer Satisfaction and Customer Loyalty, with a T-Statistics value exceeding 2.248 and an F-Square value of 0.51. This explains that, on average, platform users show a high tendency to remain loyal to using the Vidio App.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | A General Works > AS Academies and learned societies (General) H Social Sciences > H Social Sciences (General) H Social Sciences > HT Communities. Classes. Races L Education > LG Individual institutions (Asia. Africa) T Technology > T Technology (General) > T58.6-58.62 Management Information Systems |
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| Divisions: | Faculty of Computer Science > Departemen of Information Systems | ||||||||||||
| Depositing User: | Talenta Ekklesia Noor | ||||||||||||
| Date Deposited: | 18 Jan 2024 04:55 | ||||||||||||
| Last Modified: | 18 Jan 2024 04:55 | ||||||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/19591 |
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