A Model for the Evaluation of User Satisfaction with Recommendation Systems of Entertainment Platforms

In today’s digital world, recommendation systems play a crucial role in many areas of everyday digital life by disseminating information and helping users discover relevant content to counteract the challenge of information overload. This paper proposes a theory-driven research model to measure the success of a recommendation system and validate it in the context of entertainment platforms. The model contains six key quality factors that have an influence on three user beliefs (perceived control, usefulness, ease of use) and the overall satisfaction with the system. A field survey with 667 responses on widely used entertainment platforms in the DACH region is presented. Results show that the factors interaction adequacy, recommendation accuracy, recommendation novelty, recommendation diversity, information sufficiency and interface design adequacy have a significant positive influence on user beliefs. These beliefs, in turn, positively affect overall user satisfaction with the recommendation system.