Examining the factors influencing user satisfaction and loyalty on paid knowledge platforms
Aslib Journal of Information Management
ISSN: 2050-3806
Article publication date: 3 December 2020
Issue publication date: 23 February 2021
Abstract
Purpose
The purpose of this study is to draw on the updated information system success model, perceived value and new product novelty to identify the factors that may influence user satisfaction and loyalty with paid knowledge platforms.
Design/methodology/approach
The authors used the survey method to collect 540 valid sample data. The structural equation modelling (SEM) technique was employed to test the proposed research model and hypotheses.
Findings
The findings suggested that system, information and service quality significantly affected the perceived utilitarian value, while service quality and new product novelty had significant impact on perceived hedonic value. Besides, both the perceived utilitarian value and the perceived hedonic value had a significant effect on user satisfaction and further significantly impacted user loyalty. The authors also found user differences, including gender, education level and use frequency, which had a significant influence on perceived utilitarian value, perceived hedonic value and user loyalty.
Research limitations/implications
The results can help researchers and practitioners better understanding the factors that influence user satisfaction and loyalty with paid knowledge platforms.
Originality/value
The authors applied the theories of perceived value, new product novelty and user loyalty to the domain of paid knowledge platforms and explored the factors influencing the user satisfaction and loyalty to paid knowledge platforms.
Keywords
Acknowledgements
The authors appreciate the valuable suggestions from peer reviewers. This work was supported by the Humanities and Social Science Foundation of the Ministry of Education in China (grant number 20YJC870004) and Qing Lan Project of Education Department of Jiangsu Province in China (grant number 2019).
Citation
Jin, X. and Xu, F. (2021), "Examining the factors influencing user satisfaction and loyalty on paid knowledge platforms", Aslib Journal of Information Management, Vol. 73 No. 2, pp. 254-270. https://doi.org/10.1108/AJIM-07-2020-0228
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited