付费有声书知识服务满意度研究——以“樊登读书”为例

【目的/意义】知识付费带动了付费有声书的兴起与发展,有声书知识服务成为一种新的知识服务模式。对有声书知识服务用户满意度的研究有助于有声书平台提升用户服务,促进有声书市场的健康发展。【方法/过程】本文以有声书平台——“樊登读书”为研究对象,基于用户评论、用户访谈与文献调研构建了评价付费有声书知识服务用户满意度的指标体系,并结合问卷调查与访谈对“樊登读书”当前的用户满意度展开具体分析。【结果/结论】丰富了付费有声书领域的学术研究,从满意度评价角度入手,给出改进当前付费有声书平台知识服务的建议。内容与知识效用是付费有声书平台的核心竞争优势与用户吸引点,服务与价格是制约用户满意度的重要维度。付费有声书知识服务可以从赋能用户、优化功能、促进社交、丰富内容与灵活定价等方面提高用户满意度。

Research on User Satisfaction of Paid Audio Book Knowledge Service:TakingFandeng Dushu as Cases

【Purpose/significance】Knowledge payment drives the rise and development of paid audio book platform.Knowl edge service of audio book becomes a new mode of knowledge service.The research on user satisfaction of audio book knowledge service is helpful to improve user service and promote the healthy development of audio book market.【Method/process】Taking the audio book platform-"FandengDushu"as the research object,based on the user comments,user in terviews and literature research,we build the user satisfaction index system to evaluate the knowledge service of pay audio book platform.We carry out specific analysis on the index of knowledge service user satisfaction by adopting the method of questionnaire and user interviews.【Result/conclusion】Enriching the academic research in paid audio book field,and giv ing some suggestions to improve the current paid audio book knowledge service from the perspective of satisfaction evalua tion.Content and knowledge utility are the core competitive advantages and user attraction points of paid audio book plat form,while service and price are important dimensions restricting user satisfaction.Paid audio book knowledge service can improve user satisfaction from the aspects of user empowerment,function optimization,sociality promotion,content enrich ing and pricing flexibly.