Information Systems Review (경영정보학연구)

The Korea Society of Management Information Systems (한국경영정보학회)
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Three Qualities of OTT Services: A Mixed Methods Approach

OTT 서비스의 세 가지 질적 요소: 혼합적 연구방법을 통한 접근

  • Received : 2021.07.24
  • Accepted : 2021.12.29
  • Published : 2022.02.28
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Abstract

Since over-the-top (OTT) service has emerged as a new way of consuming video contents, OTT markets grow exponentially and the competition among the OTT services becomes intense. Only limited systematic research effort has been paid to understand why users subscribe such OTT services among other services. Therefore, we used developmental sequential mixed methods approach to find out the quality factors and their effect on post-subscription experiences and continuance intention. In the qualitative study, we derived six factors which a user considers important to continue the subscription. Based on the explored factors, we hypothesized a research model with modified three qualities from ISSM. The proposed research model was validated through quantitative research, a survey of 226 OTT service users in South Korea, using structural equation modeling. The results indicated that content quality is the key factor affecting both perceived enjoyment and satisfaction whereas system quality affects satisfaction, and service quality only affects enjoyment. Enjoyment affects satisfaction which sequentially affects continuance usage intention. This study contributes to research by modifying ISSM through mixed methods. It also provides OTT service providers with insight to enhance users' post experience and continuance intention to use the service through qualities derived from the interview.

OTT(Over-the-top Media) 서비스는 근래 동영상 콘텐츠를 소비하는 새로운 수단이 되었다. OTT 시장이 성장하며 사업자들 간의 경쟁이 치열해졌지만, 사용자의 지속적인 OTT 서비스 구독 요인을 발굴하고 이론적 모델에 적용한 체계적 연구는 부족한 실정이다. 본 연구에서는 발달적 순차 혼합 연구 방법을 통해 질적 요인을 발굴한 후, 그것이 구독 후 경험 및 지속적 구독 의도에 미치는 영향을 본다. 질적 요인을 찾는 단계에서는 OTT 사용자의 구독 지속 의도에 중요하게 영향을 미치는 6개의 요인을 도출하였다. 이를 바탕으로 OTT의 질적 요인 3가지를 ISSM(정보시스템성공모델, Information Systems Success Model)에 적용하여 가설 및 연구 모델을 수립하였다. 연구 모델의 검증을 위해서 한국의 OTT 사용자 226명을 대상으로 서베이를 실시하였으며, 데이터는 구조방정식 모델링(SEM)을 사용하여 분석했다. 분석 결과 콘텐츠의 질이 인지된 즐거움 및 만족에 영향을 미치는 핵심 요인임을 발견했다. 서비스의 질은 인지된 즐거움에 영향을 미쳤으며, 인지된 즐거움은 지속적 사용 의도에 순차적으로 영향을 미쳤다. 시스템의 질은 만족에 직접적 영향을 미쳤다. 본 연구는 질적 연구를 통해 도출한 사용자의 경험 관련 요인을 ISSM에 응용해, OTT라는 정보시스템의 이해를 풍부하게 하는 시사점을 가진다. 이러한 시사점을 OTT 사용자의 경험 및 지속적 구독 의도 향상을 위해 사업자들이 활용할 수 있으리라 기대한다.

Keywords

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