UPM Institutional Repository

The impact of human-computer interaction on electronic service quality satisfaction towards Taobao online platform: mediated by task technology fit


Citation

Ruan, Qijie and Li, Mengyu and Wan Abas, Wan Anita and Hassan, Abd Rauf and Liu, Huinan (2023) The impact of human-computer interaction on electronic service quality satisfaction towards Taobao online platform: mediated by task technology fit. International Journal of Human–Computer Interaction. pp. 1-14. ISSN 1044-7318; ESSN: 1532-7590 (In Press)

Abstract

How human-computer interaction affects customer electronic service quality satisfaction is an important issue that electronic service-based companies need to consider. This paper constructs a conceptual model based on service dominant logic theory and task technology fit theory. It conducts a questionnaire survey of 559 Taobao platform users to verify the proposed hypothesis. The results show that human-computer interaction comprises three basic factors (technology functionality, task routineness, and technology readiness) and two core factors (interaction between task routineness and technology functionality, and interaction between technology readiness and technology functionality). This research enriches the theoretical basis of electronic service quality. It promotes the development of task technology fit theory in service science, providing guidance for electronic service-based companies to improve service interfaces and enhance electronic service quality.


Download File

Full text not available from this repository.

Additional Metadata

Item Type: Article
Divisions: Faculty of Modern Language and Communication
DOI Number: https://doi.org/10.1080/10447318.2023.2265734
Publisher: Informa UK Limited
Keywords: Human-computer interaction; Electronic service quality satisfaction; Task-technology fit theory; Service dominant logic theory; Taobao platform
Depositing User: Mr. Mohamad Syahrul Nizam Md Ishak
Date Deposited: 16 May 2024 14:05
Last Modified: 16 May 2024 14:05
Altmetrics: http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=doi:10.1080/10447318.2023.2265734
URI: http://psasir.upm.edu.my/id/eprint/108924
Statistic Details: View Download Statistic

Actions (login required)

View Item View Item