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13 (2) 2023

Exploring customers’ values from subscribing to a streaming service - The case of Netflix


Author - Affiliation:
Le Thi Thanh Xuan - Ho Chi Minh City University of Technology, Ho Chi Minh City Vietnam National University, Ho Chi Minh City , Vietnam
Pham Do Quang Trung - Ho Chi Minh City University of Technology, Ho Chi Minh City Vietnam National University, Ho Chi Minh City
Corresponding author: Le Thi Thanh Xuan - lttxuan@hcmut.edu.vn
Submitted: 16-08-2022
Accepted: 01-02-2023
Published: 30-06-2023

Abstract
Streaming services (music, movies) via the Internet has changed the entertainment habits of Vietnamese significantly and has a huge potential to develop. The penetration rate of video streaming services was 5.2% and it has been rising to reach roughly 7.4% by 2025. The competition in this service is also increasing with the participation of many domestic and international competitors, such as iFlix, Apple TV, FPT Play, and Zing TV. The purpose of this study is to explore the values of users when subscribing to one streaming service. The research context employs Netflix service provider to collect data with the following objectives: (1) to identify attributes of Netflix from the perceptions of users; (2) to identify the links between these attributes and personal values of users through consequences; and (3) to propose managerial implications for streaming service providers to attract more subscribers. The paper employs soft-laddering interviews to collect data from 24 respondents and is based on means-end chain theory. The research findings have explored 17 Attributes (A), 29 Consequences (C), and 08 Values (V). The extended association pattern technique APT is used to analyze data and Hierarchical Value Map (HVM) is constructed to show all A-C-V linkages. Finally, managerial implications are proposed to service providers to improve their services.

JEL codes
M00; M100; M300; M310

Keywords
laddering interview; means-end chain; Netflix; streaming service; Vietnam

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Cite this paper as:

Le, X. T. T., & Pham, T. D. Q. (2023). Exploring customers’ values from subscribing to a streaming service - The case of Netflix. Ho Chi Minh City Open University Journal of Science – Economics and Business Administration, 13(2), 54-68. doi:10.46223/HCMCOUJS.econ.en.13.2.2397.2023


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DOI: https://doi.org/10.46223/HCMCOUJS.econ.en.13.2.2397.2023
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© The Author(s) 2023. This is an open access publication under CC BY NC licence.