知识付费平台用户满意度调查与提升策略  

Investigation on the User Satisfaction of Knowledge Payment Platforms and Improvement Strategies

作　　者：金小璞[1] 徐芳[2] 毕新[1] Jin Xiaopu

机构地区：[1]西交利物浦大学图书馆,江苏苏州215123 [2]苏州大学社会学院,江苏苏州215123

出　　处：《情报理论与实践》2021年第5期146-152,共7页Information Studies:Theory & Application

基　　金：教育部人文社会科学青年项目“知识付费平台用户忠诚度影响因素与服务质量提升机制研究”(项目编号:20YJC870004);江苏省高校“青蓝工程”优秀青年骨干教师项目(2019)的研究成果之一。

摘　　要：首先应用多学科的新产品新颖性(NPN)、感知价值(PV)、信息系统成功模型(ISSM)等理论,参考现有研究,设计了知识付费平台用户满意度现状调查问卷。其次,从知识付费平台的质量、新产品新颖性、感知实用性和享乐性价值以及总体用户满意度4个方面分析了知识付费平台用户满意度的现状。最后,提出了知识付费平台用户满意度提升的3个建议:系统、信息以及服务质量满意度提升,新产品新颖性满意度提升以及感知实用性和享乐性价值满意度提升。希望可以为知付费平台用户满意度提升提供一种新思路与方法。First,based on the theories of new product novelty(NPN),perceived value(PV)and information system success model(ISSM)from multiple disciplines,and referring to the existing research,a questionnaire is designed to investigate the current user satisfaction of the knowledge payment platforms.Then,it analyzes the current situation of the user satisfaction of the knowledge payment platforms from four aspects:the quality,the new product novelty,the perceived utilitarian and hedonic value,and the overall user satisfaction.Finally,three suggestions are put forward to improve the user satisfaction of the knowledge payment platforms,such as improving the satisfaction of system,information,and service quality,improving the satisfaction of new product novelty,and improving the satisfaction of perceived utilitarian and hedonic value.It is hoped that it can provide a new way of thinking and method for the improvement of user satisfaction of the payment platforms.

关 键 词：知识付费平台 用户满意度 感知价值理论 新产品新颖性理论 信息系统成功模型 

分 类 号：G206[文化科学—传播学] G252