在线知识付费订阅用户满意度评价研究

任丽丽; 郑永武

doi:10.13266/j.issn.2095-5472.2022.007

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知识管理论坛 ›› 2022, Vol. 7 ›› Issue (1) : 72-86. DOI: 10.13266/j.issn.2095-5472.2022.007

学术探索

在线知识付费订阅用户满意度评价研究

任丽丽 ,
郑永武

作者信息 +

Research on the Evaluation of Paid Subscription Users’ Satisfaction of Online Knowledge Paying Platforms

Ren Lili ,
Zheng Yongwu

Author information +

文章历史 +

摘要

[目的/意义]构建在线知识付费订阅用户满意度评价指标体系，分析影响在线知识付费平台付费订阅用户满意度的因素，旨在为平台方优化运营机制提供评价方法和参考借鉴。[方法/过程]运用层次分析法和模糊综合评价法相结合的方法，对250名在线知识付费订阅用户进行调查，收集数据并进行实证研究。[结果/结论]影响在线知识付费订阅用户满意度的一级指标权重排序为：内容质量＞服务质量＞互动质量＞平台特征。付费订阅型用户对在线知识付费平台的综合满意度水平位于一般满意与满意之间，接近满意的下限，还有提升的空间。最后，提出在线知识付费平台提升付费订阅用户满意度的相应策略。

Abstract

[Purpose/Significance] This paper constructs an evaluation index system of online knowledge paid subscription user satisfaction, and analyzes the factors that affect the satisfaction of subscription users of online knowledge paying platforms, aiming to provide evaluation methods and references for platforms to optimize the operation mechanism. [Method/Process] Using analytic hierarchy process (AHP) and fuzzy comprehensive evaluation method, a survey of 250 online knowledge paying subscription users was conducted, data was collected and empirical research was conducted. [Result/Conclusion] It is found that the weight ranking order of the first-level indicators that affect the satisfaction of online knowledge paid subscription users is: content quality > service quality > interactive quality > platform characteristics. The comprehensive satisfaction level of paid subscription users for online knowledge paying platforms lies between general satisfaction and satisfaction, which is close to the lower limit of satisfaction, and there is still room for improvement. Therefore, the corresponding strategies to improve the satisfaction of paid subscription users for online knowledge paying platforms are proposed.

导出引用

任丽丽 , 郑永武. 在线知识付费订阅用户满意度评价研究[J]. 知识管理论坛. 2022, 7(1): 72-86 https://doi.org/10.13266/j.issn.2095-5472.2022.007

Ren Lili , Zheng Yongwu. Research on the Evaluation of Paid Subscription Users’ Satisfaction of Online Knowledge Paying Platforms[J]. Knowledge Management Forum. 2022, 7(1): 72-86 https://doi.org/10.13266/j.issn.2095-5472.2022.007

中图分类号： F49；G203

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