Published: 2025-10-01

Pengaruh Kualitas Layanan dan Harga Terhadap Kepuasan Pelanggan Netflix di Indonesia

DOI: 10.35870/jemsi.v11i5.4520

Deden Sukriyansyah, Arif Fadillah
  • Deden Sukriyansyah: Universitas Singaperbangsa Karawang , Indonesia
  • Arif Fadillah: Universitas Singaperbangsa Karawang
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Abstract

This article discusses research to analyze the effect of service quality and price on Netflix customer satisfaction in Indonesia. In the rapidly growing digital era, streaming services such as Netflix have become one of the main choices for people to access entertainment. The quality of service, which includes access speed, platform stability, ease of navigation, and responsiveness, and the highly competitive price factor are very important forces in shaping the experience and building customer satisfaction. This study uses a quantitative approach with a survey method through distributing questionnaires to 100 active Netflix users in various regions in Indonesia. The data was examined using multiple linear regression to determine how much influence each independent variable has on customer satisfaction as the dependent variable. The results obtained show that both service quality and price have a significant effect simultaneously and partially on customer satisfaction. This study implies that improving service quality and adjusting prices in line with consumer expectations can increase Netflix customer loyalty in the Indonesian market.

Keywords

Service Quality ; Price ; Customer Satisfaction

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Sukriyansyah, D., & Fadillah, A. (2025). Pengaruh Kualitas Layanan dan Harga Terhadap Kepuasan Pelanggan Netflix di Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 11(5), 3111-3121. https://doi.org/10.35870/jemsi.v11i5.4520
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This article has been peer-reviewed and published in the JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.

  • Issue: Vol. 11 No. 5 (2025)

  • Section: Articles

  • Published: %750 %e, %2025

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Author Biographies
Deden Sukriyansyah
Google Scholar ResearchGate ORCID

Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Singaperbangsa Karawang.

Arif Fadillah
Google Scholar ResearchGate ORCID

Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Singaperbangsa Karawang.

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