A qualitative study proposing service quality dimensions for video-on-demand services through over-the-top medium

Author:

Datta Satyaki,Utkarsh Utkarsh

Abstract

Purpose The behaviour of audience, consuming video entertainment, has changed intensely over the years. Lately, the consumers have increasingly preferred to watch video programs, through video-on-demand services through over-the-top medium. The service is novel and the consumer’s perception of the service quality is not well explored. As extant literature considers service quality as the construct to determine the sustained growth of a service, the present study has attempted to explore the dimensions to measure service quality of video-on-demand services. Design/methodology/approach The authors conducted qualitative, semi-structured interviews and focus group discussions amongst the user of the video-on-demand service. The qualitative data was content analysed to furnish thematic dimensions. Findings The study reveals thematic attributes perceived as dimensions to measure service quality of video-on-demand services. Research limitations/implications Considering the exploratory nature of the study, the themes proposed might seem nascent. Hence, it was the authors’ discretion to stop expanding the respondent sample to avoid data saturation. A quantitative establishment of the service quality dimensions was beyond the scope of the current research and would follow in a different study. Originality/value The objective of the study is to qualitatively explore service quality dimensions of video-on-demand services. In pursuit of that, the current study explored the consumers’ excerpts, content analysed the data and furnished several themes perceived as service quality dimensions in this context. Such a detailed approach is uncommon in this context.

Publisher

Emerald

Subject

General Computer Science,Theoretical Computer Science

Reference105 articles.

1. The perception of quality and the demand for services;Journal of Economic Behavior and Organization,1994

2. Telling stories: learning from patients' and families' experiences of specialist child and adolescent mental health services;International Journal of Consumer Studies,2010

3. Strengthening the Satisfaction-Profit chain;Journal of Service Research,2000

4. Designing fieldwork strategies and materials,2021

5. Within-Case and across-Case approaches to qualitative data analysis;Qualitative Health Research,2003

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3