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.

近年来数字鸿沟研究受到了各国学者的广泛关注。系统梳理国外数字鸿沟研究的文献,旨在为我国学者了解国外数字鸿沟研究的现状,对该领域开展进一步的系统研究提供借鉴和参考。首先,采用综合、归纳、比较等方法,对数字鸿沟的概念与类型,以及数字鸿沟研究的问题论域,包括影响因素、测量指标、评价模型、弥合举措和发展趋势等方面,进行了较为系统的综述。然后,对国外数字鸿沟研究的现状进行了述评:已经形成了较为系统的理论体系;研究方法以量化研究为主,质化研究有待加强;第三道数字鸿沟的相关研究尚处于初级阶段;数字鸿沟的分类问题有待进一步研究;数字鸿沟的弥合举措问题也有待进一步研究以及数字鸿沟研究的发展趋势为数字包容等。