Examining the factors influencing user satisfaction and loyalty on paid knowledge platforms

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.