Impact of Interaction, Identification, Customer Satisfaction and Customer Loyalty on Online Video on Demand

Muhammad Aufar Alfarisi, Yudi Fernando, R. Ikhsan
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引用次数: 1

Abstract

This study investigates the correlation between online video-on-demand customer interaction, identification, satisfaction, and loyalty. Online questionnaires were used to obtain data from residents of the JABODETABEK region. Only 227 respondents participated out of 1.500 questionnaires that were sent out The IBM SPSS was utilized to define respondent characteristics, and it was discovered that 100% of respondents were video-on-demand subscribers who lived in the JABODETABEK area. The PLS-SEM was utilized to test the proposed hypotheses. The results found that interaction, identification, and customer satisfaction impact customer loyalty positively.
互动、认同、顾客满意和顾客忠诚对在线视频点播的影响
本研究探讨线上视讯点播顾客互动、辨识度、满意度与忠诚度之间的关系。在线调查问卷用于获取JABODETABEK地区居民的数据。在发出的1500份问卷中,只有227名受访者参与了调查。IBM SPSS被用来定义受访者的特征,发现100%的受访者是居住在JABODETABEK地区的视频点播用户。利用PLS-SEM对提出的假设进行验证。结果发现互动、认同和顾客满意正向影响顾客忠诚。
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