Sherliana Ardianti, ARDIANTI, Sherliana (2025) "ANALISIS E-SATISFACTION PADA PENGGUNA NETFLIX DI KOTA BANDUNG". S1 thesis, Universitas Islam Nusantara.

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Abstract

This research aims to analyze E-Satisfaction among Netflix users in Bandung City. The background of this research is based on the increasing number of streaming service subscribers in Indonesia, especially Netflix, as well as the challenges faced in maintaining user satisfaction. The method used in this research is a quantitative approach by distributing questionnaires to 385 respondents. Data were analyzed using SPSS software for validity tests, reliability, and multiple regression analysis. The results show that there is a positive and significant influence of E-Service quality and E-Trust on E-Satisfaction. The E-Service quality variable has a positive and significant effect on E-Satisfaction, and the E-Trust variable also has a positive and significant effect on E-Satisfaction. This research is expected to contribute to companies in enhancing user experience and serve as a reference for further research. Keywords: E-Satisfaction, E-Service quality, E-Trust, Netflix, users

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