What keeps customers subscribing to streaming services? : A Quantitative Study of E-Loyalty towards Subscription Video on Demand Services in Sweden

Abstract: E-loyalty is an important aspect for practitioners to understand as it determines a digital company’s success. The Subscription Video on Demand (SVOD) industry is rapidly growing and becoming more competitive, which emphasizes the need to understand the key determinants of e-loyalty towards them. A quantitative study was thereby performed to investigate these. Data was collected from a survey examining e-satisfaction, e-trust, website/application quality, switching barriers, and customization, with the purpose of testing whether these can be considered key determinants in the SVOD context. The results include a regression model explaining 51.89% of the variance in e-loyalty, and show that e-trust and e-satisfaction had the largest impact on e-loyalty. These can thereby be considered key determinants of e-loyalty towards SVOD services in this study, which is in line with previous findings. Although, the results indicate that established theories might not be fully applicable, since switching barriers and website/application quality had negative impacts on e-loyalty.