JOSR: Journal of Social Research

November 2022, 1 (12), 566-571

p-ISSN: 2827-9832 e-ISSN: xxxx-xxxx

Available online at http:// https://ijsr.internationaljournallabs.com/index.php/ijsr

http://ijsr.internationaljournallabs.com/index.php/ijsr

COMPARISONAL ANALYSIS OF NETFLIX AND VIU

SERVICE QUALITY USING SERVQUAL METHOD

Arvianda Iswandari

, Dina Indarti

Fakultas Magister Manajemen Sistem informasi

, Universitas Gunadarma,

Fakultas Teknologi Industri, Universitas Gunadarma

viandawan2323@gmail.com

, dina_indarti@staff.gunadarma.ac.id

Abstrak (indonesia)

Received:23

Oktober

2022

Revised :1

November

2022

Accepted:07

November

2022

Latar Belakang: pandemik COVID-19 yang tengah

melanda dunia saat ini, pemerintah di berbagai negara

mengimbau masyarakat agar tetap berada di rumah,

menjadikan aktifitas streaming VoD (Video on Demand)

sebagai alternatif hiburan bagi sebagian besar masyarakat

mengalami peningkata.

Tujuan: Tujuan dari penelitian adalah untuk melakukan

analisis perbandingan kualitas layanan terhadap dua

platform VoD yaitu Netflix dan Viu menggunakan metode

Servqual (Service Quality).

Metode: Penelitian dilakukan dengan menyebar kuesioner

melalui media daring kepada 157 pengguna Netflix dan

Viu. Kualitas layanan pada penelitian ini diukur

menggunakan metode Servqual yang terdiri dari Tangible,

Reliability, Responsiveness.

Hasil: Hasil penelitian menunjukkan bahwa pelanggan

IndiHome merasa kurang puas dengan kualitas layanan

jasa yang diberikan dengan nilai rata-rata gap sebesar

−1,539 (Ulkhaq dan Barus, 2017).

Kesimpulan: Berdasarkan hasil dari penelitian ini dapat

disimpulkan bahwa rata-rata gap antara kenyataan dan

harapan pada kualitas layanan Netflix adalah 0.41

sedangkan rata-rata gap antara kenyataan dan harapan

Viu adalah 0.24, selain itu berdasarkan hasil pengujian

hipotesis membuktikan bahwa nilai signifikansi (sig-2

tailed) sebesar 0,132 dan 0.134 untuk variabel

persepsi. Pada tingkat signifikansi 5% nilai tersebut

signifikan karena signifikansi 0,132 dan 0.134 > 0,05

hal tersebut menunjukan bahwa tidak terdapat

perbedaan kualitas layanan antara Netflix dan Viu.

Arvianda Iswandari

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Comparisonal Analysis Of Netflix And Viu Service Quality Using Servqual

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Kata kunci: Kualitas layanan; Netflix; Servqual; Viu

Abstract (English)

Background: The COVID-19 pandemic that is currently

engulfing the world, governments in various countries

urge people to stay at home, making VoD (Video on

Demand) streaming activities as an alternative

entertainment for most people experience an increase.

Objective: The purpose of this research is to perform a

comparative analysis of service quality on two VoD

platforms, namely Netflix and Viu using the Servqual

(Service Quality) method.

Methods: The research was conducted by distributing

questionnaires through online media to 157 Netflix and

Viu users. Service quality in this study was measured using

the Servqual method consisting of Tangible, Reliability,

Responsiveness.

Results: The results showed that IndiHome customers

were not satisfied with the quality of services provided

with an average gap of 1,539 (Ulkhaq and Barus, 2017).

Conslusion: Based on the results of this study, it can be

concluded that the average gap between reality and

expectations on Netflix service quality is 0.41 while the

average gap between reality and Viu's expectations is

0.24, in addition, based on the results of hypothesis

testing, it proves that the significance value (sig-2 tailed )

of 0.132 and 0.134 for the perception variable. At the 5%

significance level, this value is significant because the

significance of 0.132 and 0.134 > 0.05 shows that there is

no difference in service quality between Netflix and Viu.

Keywords: Quality of service; Netflix; Servqual; Viu

*Correspondent Author : Arvianda Iswandari

Email : viandawan2323@gmail.com

BACKGROUND

Netflix and Viu are VoD platforms with many users in Indonesia. According to

Media Partners Asia (MPA), Viu has 1.5 million subscribers and Netflix has

850,000 subscribers (Kumparan, 2021). Viu provides a basic plan and a premium

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plan. All videos provided in the basic package can be enjoyed and downloaded for

free (almost 70% of the videos provided are free). In the premium package, users

must subscribe so that they can enjoy and download all the content on Viu (Viu,

2021). There are four types of Netflix packages that can be enjoyed in Indonesia,

namely mobile, basic, standard, and premium. The difference between each plan

lies in the image resolution of the film and the number of devices that can be used

on a Netflix account simultaneously (Parasuraman, Zeithaml, & Berry, 1985).

Several studies have discussed the analysis of service quality using the

Servqual method. In research conducted by Paramitasari (2016), discussing the

service quality assessment of the New Student Admissions (PMB) at the

Darmajaya Institute of Informatics and Business using the Servqual method. Based

on the results of the implementation of the Servqual method and measurements

using a Cartesian diagram, the dimensions of reliability must be increased, the

dimensions of assurance and empathy are maintained. Another study discusses the

assessment of service quality from PT. Telkom for IndiHome products uses the

Servqual method. The results showed that IndiHome customers were not satisfied

with the quality of services provided with an average gap of 1,539 (Apjii, 2020).

RESEARCH METHODS

This research was conducted for 4 months from March 26, 2021 – July 20,

2021 through online media. The object of this research is Netflix and Viu

subscribers. The data used in this study are primary data and secondary data. The

source of data in the study is the subject from which the data can be obtained. The

following methods of data collection in this study. Primary data; To collect

primary data, certain methods and instruments are needed in this study, the

servqual instrument is used. This primary data collection is done by the author by

distributing questionnaires in the form of a Google Form link. The primary data in

this study consisted of (Austerberry, D. (2004)): Data on the characteristics or

profiles of respondents. Includes data on gender, age, job qualifications and

education level, Data on the level of consumer perceptions and consumer

expectations (reliability, responsiveness, assurance, empathy, and tangibles).

Secondary Data; In this study, the authors obtained secondary data by conducting

a literature review of related journals relevant to this research and seeking

information about Netflix and Viu ( Biznet. (2020).

The SERVQUAL method introduced by Parasuraman et al. (1988) and

updated by Parasuraman et al. (1991) is a service quality measurement method

that compares the expectations / expectations (expectations) expected by a

customer with the performance (perceived) of a service, researchers can calculate

the gap (gap / gap) that exists between the expectations of a customer with the

existing reality (performance of a service). This is because in the SERVQUAL

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method, there is a premise which states that customers are considered satisfied if

the performance of these services exceeds customer expectations (kotler , 2012).

To measure service quality using the SERVQUAL method, there are 21

indicators grouped into five dimensions, namely: Tangibles, reliability,

Responsiveness, Assurance, and Empathy. The tangibles dimension describes the

physical facilities, equipment, as well as the appearance of the employees

(kumparan, 2021). The reliability dimension relates to the ability of services to

provide accurate services without making any mistakes and in delivering their

services according to the agreed time. The responsiveness dimension relates to the

willingness and ability of employees to help customers and follow up on their

requests, as well as provide information when services will be provided and then

provide them quickly. The assurance dimension relates to the behavior of

employees who are able to foster customer trust in services; and services are able

to create a sense of security for its customers (Press, 2021).

RESULTS AND DISCUSSION

Validity test; In this study, validity testing was carried out using SPSS

software. The value of r table with r count (r x-y) using a significance level of 5%.

The value of rtable with the number of respondents as many as 157 respondents

obtained a value of 0.157. This value will be valid if the value of rcount > rtable.

Reliability Test; In this study, the Alpha Cronbach technique was used. According

to Ghozali (2005), if the Cronbach's Alpha value is greater than 0.6 then the

answers from the respondents to the questionnaire as a measuring tool are

considered reliable (netfix, 2021). On the other hand, if Cronbach's Alpha is less

than 0.6 then the answers from the respondents to the questionnaire as a

measuring tool are declared unreliable. Based on the summary of the reliability

test results in table 3, it was found that the Cronbach Alpha value for each

variable was greater than 0.6. These results can be concluded that all research

instruments can be declared reliable and can be used to continue at the next stage

of analysis (Paramitasari, 2016).

Netflix Servqual analysis; The analysis in this study was conducted to

measure the gap between user expectations and their perceptions of the company,

based on 21 items or attributes related to service quality. In calculating the

servqual score, each of the 21 statements in the questionnaire representing

expectations and perception statements were grouped and linked according to five

dimensions. In the table, a positive gap value indicates that users feel that the level

of service provided by the company does not meet user expectations. Meanwhile,

a negative gap value indicates that users feel that the level of service quality

exceeds user expectations (Saifuddin, 2012). As can be seen in table 4, the

comparison of consumer perceptions of netflix service quality with their

expectations is 0.41. Overall, the servqual value is positive, it shows that the

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, Dina Indarti

/ JOSR: Journal of Social Research, 1(12), 566-571

Comparisonal Analysis Of Netflix And Viu Service Quality Using Servqual

Method

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overall quality of services provided by the company has met user expectations

(Papadakis, 2021).

Servqual Viu analysis; The analysis in this study was conducted to measure

the gap between user expectations and their perceptions of the company, based on

21 items or attributes related to service quality. In calculating the servqual score,

each of the 21 statements in the questionnaire representing expectations and

perception statements were grouped and linked according to five dimensions. In

the table, a positive gap value indicates that users feel that the level of service

provided by the company does not meet user expectations. Meanwhile, a negative

gap value indicates that users feel that the level of service quality exceeds user

expectations (Ulkhaq & Barus, 2017). As can be seen in table 5, the comparison of

consumer perceptions of the quality of VIU services with their expectations is

0.24. Overall, the servqual value is positive, it shows that the overall quality of

services provided by the company has met user expectations.

Netflix Cartesian chart; Cartesian diagrams are used to determine each

point in a plane by using two numbers commonly called the x-coordinate and the

y-coordinate of that point. Cartesian diagram analysis is done by calculating the

horizontal axis (X) which shows the service quality level score and the vertical

axis (Y) which shows the Expectation level score.

Cartesian Viu Diagram; Cartesian diagrams are used to determine each point in a

plane by using two numbers commonly called the x-coordinate and the y-

coordinate of that point. Analysis using a Cartesian diagram is carried out by

calculating the horizontal axis (X) which shows the service quality level score and

the vertical axis (Y) which shows the Expectancy level score (Alvarez-Palau,

Calvet-Liñán, Viu-Roig, Gandouz, & Juan, 2021).

CONCLUSION

Based on the results of this study, it can be concluded that the average gap

between reality and expectations on Netflix service quality is 0.41 while the

average gap between reality and Viu's expectations is 0.24, in addition, based on

the results of hypothesis testing, it proves that the significance value (sig-2 tailed )

of 0.132 and 0.134 for the perception variable. At the 5% significance level, this

value is significant because the significance of 0.132 and 0.134 > 0.05 shows that

there is no difference in service quality between Netflix and Viu.

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