The impact of human-computer interaction on electronic service quality satisfaction towards Taobao online platform: mediated by task technology fit
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 questi...
| Main Authors: | , , , , |
|---|---|
| Format: | Article |
| Published: |
Informa UK Limited
2023
|
| Online Access: | http://psasir.upm.edu.my/id/eprint/108924/ |
| _version_ | 1848865237780922368 |
|---|---|
| author | Ruan, Qijie Li, Mengyu Wan Abas, Wan Anita Hassan, Abd Rauf Liu, Huinan |
| author_facet | Ruan, Qijie Li, Mengyu Wan Abas, Wan Anita Hassan, Abd Rauf Liu, Huinan |
| author_sort | Ruan, Qijie |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-15T14:01:31Z |
| format | Article |
| id | upm-108924 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-15T14:01:31Z |
| publishDate | 2023 |
| publisher | Informa UK Limited |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-1089242024-05-16T14:05:30Z http://psasir.upm.edu.my/id/eprint/108924/ The impact of human-computer interaction on electronic service quality satisfaction towards Taobao online platform: mediated by task technology fit Ruan, Qijie Li, Mengyu Wan Abas, Wan Anita Hassan, Abd Rauf Liu, Huinan 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. Informa UK Limited 2023 Article PeerReviewed 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) https://www.tandfonline.com/doi/full/10.1080/10447318.2023.2265734 10.1080/10447318.2023.2265734 |
| spellingShingle | Ruan, Qijie Li, Mengyu Wan Abas, Wan Anita Hassan, Abd Rauf Liu, Huinan The impact of human-computer interaction on electronic service quality satisfaction towards Taobao online platform: mediated by task technology fit |
| title | The impact of human-computer interaction on electronic service quality satisfaction towards Taobao online platform: mediated by task technology fit |
| title_full | The impact of human-computer interaction on electronic service quality satisfaction towards Taobao online platform: mediated by task technology fit |
| title_fullStr | The impact of human-computer interaction on electronic service quality satisfaction towards Taobao online platform: mediated by task technology fit |
| title_full_unstemmed | The impact of human-computer interaction on electronic service quality satisfaction towards Taobao online platform: mediated by task technology fit |
| title_short | The impact of human-computer interaction on electronic service quality satisfaction towards Taobao online platform: mediated by task technology fit |
| title_sort | impact of human-computer interaction on electronic service quality satisfaction towards taobao online platform: mediated by task technology fit |
| url | http://psasir.upm.edu.my/id/eprint/108924/ http://psasir.upm.edu.my/id/eprint/108924/ http://psasir.upm.edu.my/id/eprint/108924/ |