CURRENCY MEMODERASI CONVERSATION DAN CO CREATION TERHADAP CUSTOMER LOYALTY DENGAN MEDIASI EXPERIENCE QUALITY (Studi pada pengguna layanan Video On Demand Netflix di Kabupaten Bekasi)

In addition to harming the movie industry, the COVID-19 pandemic has also increased the number of internet users. During the pandemic, people spend a lot of time at home, causing boredom. To overcome this, they fill their free time with various activities such as watching their favorite movies on digital platforms. As teenagers know other social media. This media is called a video on demand (VOD) service platform. There are various streaming platforms such as Netflix. Netflix is a digital streaming media platform with a variety of services used by millions of internet users around the world. The purpose of this study was to test Currency moderates Conversation and Co-Creation on Customer Loyalty with the mediation of Experience Quality in the Netflix application. The number of respondents in this study were 113 respondents who had used the Netflix VoD application in the Bekasi district area. Non-probality sampling and regression techniques, where the processing uses SmartPLS 3.0 software which is used to test validity and reliability. This study shows the results that all variable values in the reliability test used use Cronsbach's alpha or composite reliability. The value is above> 0.70, so it can be concluded that the variables tested are valid and can continue testing the structural mode. This research proves that 1) Conversation activities carried out by Netflix can drive the level of experience quality. 2) Co-creation provided by Netflix can drive the level of experience quality. 3) Currency offered by Netflix can moderate conversation but has a weak role in the level of experience quality. 4) The currency set by Netflix can moderate the conversation on the level of experience quality. 5) Experience quality felt by Netflix consumers can affect the level of customer loyalty. 6) Experience quality felt by consumers when using Netflix services can mediate conversation but has a weak role in the level of customer loyalty. 7) Experience quality felt by consumers in using Netflix services can mediate co-creation but has a weak role in the level of customer loyalty.