User Experience of 5G Video Services in Indonesia: Predictions Based on a Structural Equation Model

The advent of 5G has created an expectation for the provision of a much better user experience (UX) for utilising video streaming services. However, apart from quality, there are many other factors believed to influence users’ experiences of video streaming services in the era of 5G. The question then arises: what will determine the UX of streaming video services in the 5G era? This study aimed to discover what factors would influence 5G UX by using a conceptual framework involving measures of users’ predictive judgements of 5G combined with users’ measurements of current 4G UX, considering that there is no specific standard for measuring UX. Our case study is Indonesia, the world’s fourth-largest market, so the predictions may later become a reference for the priorities of implementing 5G technology. Our conceptual framework utilised the structural equation model (SEM) approach, based on the primary data of a 254-respondent sample of the Indonesian market. The questionnaire assessed 10 factors of user experience, ranging from service attractiveness to economic-related aspects. The results imply that the current user’s experience of 4G has an effect with a significance value of 0.42 to their later experience when accessing 5G video services. It means that many users will continue to use 4G for video streaming and still need tangible evidence of 5G. Among the 10 factors, a satisfaction value of 0.72 in 4G technology and perspicuity of 0.81 in 5G are the highest correlations. These factors are the most influential for video service experience.