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All Journal International Journal of Financial, Accounting, and Management Annals of Management and Organization Research
Shun-Hsing Chen
Department of Marketing and Distribution Management, Asia Eastern University of Science and Technology, New Taipei, Taiwan
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Analyzing differences in customer satisfaction on the video streaming platform Netflix Shun-Hsing Chen; Yang-Ju Chen; Wing-Ching Leung
Annals of Management and Organization Research Vol. 4 No. 3 (2023): February
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v4i3.1554

Abstract

Purpose: With the rise of online video streaming platforms and the preventive measures taken during the COVID-19 pandemic, staying at home has become the preferred choice for people. As a result, online video streaming platforms, one of the components of the home economy, have experienced rapid growth. Netflix is a subscription-based service that offers movies and TV shows, delivering media content to subscribers through internet streaming. Research methodology: This study utilizes the Importance-Satisfaction Model (I-S Model) as a research tool to explore customer satisfaction levels. Through literature review and expert confirmation, 16 key quality factors were identified for conducting importance and satisfaction surveys among Netflix customers. Additionally, demographic variables such as gender, marital status, education level, occupation, and age were analyzed for differences in the Importance-Satisfaction Model. Results: The study reveals that out of the overall Importance-Satisfaction Model, 2 factors fall in the "Improveme+nt area", 9 factors fall in the "Excellent area ", 4 factors fall in the "Careless area ", and 1 factor falls in the "Surplus area ". Limitations: The respondents were not randomly selected from all OTT video platform users, and furthermore, due to limitations in the distribution channels of the questionnaire, the age range of the respondents in this study was concentrated in high school, college, and young working groups. Contribution: These findings indicate that consumers are generally satisfied with the service quality provided by Netflix.
Analyzing differences in customer satisfaction on the video streaming platform Netflix Shun-Hsing Chen; Yang-Ju Chen; Wing-Ching Leung
Annals of Management and Organization Research Vol. 4 No. 3 (2023): February
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v4i3.1554

Abstract

Purpose: With the rise of online video streaming platforms and the preventive measures taken during the COVID-19 pandemic, staying at home has become the preferred choice for people. As a result, online video streaming platforms, one of the components of the home economy, have experienced rapid growth. Netflix is a subscription-based service that offers movies and TV shows, delivering media content to subscribers through internet streaming. Research methodology: This study utilizes the Importance-Satisfaction Model (I-S Model) as a research tool to explore customer satisfaction levels. Through literature review and expert confirmation, 16 key quality factors were identified for conducting importance and satisfaction surveys among Netflix customers. Additionally, demographic variables such as gender, marital status, education level, occupation, and age were analyzed for differences in the Importance-Satisfaction Model. Results: The study reveals that out of the overall Importance-Satisfaction Model, 2 factors fall in the "Improveme+nt area", 9 factors fall in the "Excellent area ", 4 factors fall in the "Careless area ", and 1 factor falls in the "Surplus area ". Limitations: The respondents were not randomly selected from all OTT video platform users, and furthermore, due to limitations in the distribution channels of the questionnaire, the age range of the respondents in this study was concentrated in high school, college, and young working groups. Contribution: These findings indicate that consumers are generally satisfied with the service quality provided by Netflix.
Integrating Importance-Satisfaction Model and Performance Evaluation Matrix to improve service quality Shun-Hsing Chen; Yu-Lan Shun
International Journal of Financial, Accounting, and Management Vol. 5 No. 3 (2023): December
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijfam.v5i3.1641

Abstract

Purpose: The Taiwanese coffee market is growing every year, together with progressive changes in national habits and the concept of drinking coffee. This study examines a particular coffee studio and explores its service quality within a competitive environment as a basis for improvement. Research methodology: The design of service elements for the questionnaire was based on the relevant literature. The study identified 19 quality attributes as survey items, all of which were then subsumed under the Importance-Satisfaction Model (I-S Model) and Performance Evaluation Matrix (PEM) for service quality. Results: There are 8 service elements falling in “Excellent area,” 3 service elements falling in “To be improved area,” 3 service elements falling in “Surplus area,” and 6 service elements falling in “Care-free area” as shown by the results of Importance-Satisfaction Model introduction. With regard to the Performance Evaluation Matrix which are introduced later on, 2 service elements fall in “Priority improvement area,” 17 service elements fall in “Improvement area,” and 1 service element falls in “Maintenance area.” Limitations: The results of this study are only applicable to the analysis of the coffee studio survey, and cannot be extrapolated to explain improvements in service quality across the entire coffee industry. Contribution: It is expected that items in dire need of improvement can be confirmed by introducing a service quality model to enhance service quality, build a corporate image, and increase competitive advantage.
Co-Authors Wing-Ching Leung Yang-Ju Chen Yu-Lan Shun