Customer Perception towards Networked Streaming Service Providers with Reference to Amazon Prime and Netflix

Abstract

Online video streaming services like Amazon Prime and Netflix have redefined the concept of movie watching and entertainment. They have become hugely popular worldwide. Their subscribers are increasing day by day. There is also intense competition between the two for getting viewer attention. In this context, the study aims at understanding the viewer perception about the two online service providers through viewer opinions collected from different social media platforms like Instagram, Facebook, Twitter, blogs, discussion forums, etc. Viewer opinions expressed online becomes electronic word-of-mouth for potential viewers who often assess the two platforms using the reviews of their peers. The opinions were checked for sentiments relating to content, audio/video quality, ease of use, and price related aspects of Netflix and Amazon Prime using the lens of e-service quality. The study analyses how sentiment analysis in Python has brought out the most favored service provider in terms of positive viewer reviews. For the study, the primary data was collected from reviews and was analyzed to look for patterns using the online text mining software called Voyant tool. The result of study states that Ease of use is an important aspect of e-service quality since both Amazon and Netflix are offered through technology aided platforms