How human-computer interaction impact customer perceived electronic service quality is an important issue needed to consider by electronic service enterprises. Combining service dominant logic theory with task technology fit theory, this paper constructs a conceptual model, and makes a questionnaire survey of 634 internet banking users. It comes to the results as follows:firstly, human-computer interaction is an ordered unit consisting of three basic elements (technology functionality, task routines and consumer technology readiness) and two core elements (the interaction between task routines and technology functionality and the interaction between consumer technology readiness and technology functionality); secondly, three basic elements are contributors to consumer perceived electronic service quality and two core elements are inhibitors, but the inhibitory role of the interaction between consumer technology readiness and technology functionality is only significant in Guangdong sample; thirdly, task technology fit plays a mediating role in the effects of three basic elements and one core element (the interaction between task routines and technology functionality) on consumer perceived electronic service quality, but the mediating role of task technology fit in the relationship between another core element and consumer perceived electronic service quality is only significant in Guangdong sample. These findings enrich the theory accumulation of the antecedents of electronic service quality, promote the development and deepening of task technology fit theory in the service science area, and provide guidance implications for electronic service practitioners to improve service encounter interface and electronic service quality.
How Does Human-computer Interaction Impact Customer Perceived Electronic Service Quality? An Empirical Research Based on 634 Samples of Guangdong and Guangxi Provinces
Foreign Economics & Management Vol. 39, Issue 01, pp. 96 - 113 (2017) DOI:10.16538/j.cnki.fem.2017.01.008
Cite this article
Li Lei, Zhao Xia, Jian Zhaoquan. How Does Human-computer Interaction Impact Customer Perceived Electronic Service Quality? An Empirical Research Based on 634 Samples of Guangdong and Guangxi Provinces[J]. Foreign Economics & Management, 2017, 39(1): 96–113.
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