The impact of e-commerce service quality on consumers’ online shopping behavior: Evidence from China

In the rapid progress of information technology, the development of e-commerce has become more and more mature, and consumers' demands for e-service quality have become higher and higher. The service quality of e-commerce platforms profoundly affects consumer perception and behavior. In order t...

Full description

Saved in:

Bibliographic Details
Main Author:	Lu, Qiao
Format:	Thesis
Language:	eng eng
Published:	2023
Subjects:	T58.5-58.64 Information technology HF1-6182 Commerce HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/10763/1/s830026_01.pdf https://etd.uum.edu.my/10763/2/s830026_02.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.10763
record_format	uketd_dc
spelling	my-uum-etd.107632023-11-26T02:53:44Z The impact of e-commerce service quality on consumers’ online shopping behavior: Evidence from China 2023 Lu, Qiao Abdul Talib, Yurita Yakimin Tunku Puteri Intan Safinaz School of Accountancy (TISSA) Tunku Puteri Intan Safinaz School of Accountancy T58.5-58.64 Information technology HF1-6182 Commerce HF5415.33 Consumer Behavior. In the rapid progress of information technology, the development of e-commerce has become more and more mature, and consumers' demands for e-service quality have become higher and higher. The service quality of e-commerce platforms profoundly affects consumer perception and behavior. In order to deeply investigate the factors influencing consumers' online shopping behavior, this study constructs a research framework with reference to the e-service quality measurement dimensions and Technology Acceptance Model (TAM), and proposes six research hypotheses. In addition, this study uses quantitative research method to examine and analyze the consumer online shopping behavior, choosing IBM Social Science Statistics Package (SPSS) as the data analysis tool. The scope of the study was controlled within a university in Sichuan Province, China and 391 valid questionnaires were collected. After conducting descriptive, reliability, validity, correlation and regression analysis on the collected questionnaire data, it is concluded that security and reliability have a positive effect on perceived trust, ease of use and responsiveness have a positive effect on perceived convenience, and consequently, perceived trust and perceived convenience have a positive effect on consumer shopping behavior. All hypotheses are supported. This study has both theoretical and practical contributions. On the theoretical side, the findings enrich the measurement dimensions of e-commerce service quality in the China context and provide new insights for the development of service quality theory. On the practical side, this study helps e-commerce platforms in the China context to improve service quality and promote the sustainable development of the e-commerce market. 2023 Thesis https://etd.uum.edu.my/10763/ https://etd.uum.edu.my/10763/1/s830026_01.pdf text eng 2026-09-14 staffonly https://etd.uum.edu.my/10763/2/s830026_02.pdf text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Abdul Talib, Yurita Yakimin
topic	T58.5-58.64 Information technology HF1-6182 Commerce HF5415.33 Consumer Behavior.
spellingShingle	T58.5-58.64 Information technology HF1-6182 Commerce HF5415.33 Consumer Behavior. Lu, Qiao The impact of e-commerce service quality on consumers’ online shopping behavior: Evidence from China
description	In the rapid progress of information technology, the development of e-commerce has become more and more mature, and consumers' demands for e-service quality have become higher and higher. The service quality of e-commerce platforms profoundly affects consumer perception and behavior. In order to deeply investigate the factors influencing consumers' online shopping behavior, this study constructs a research framework with reference to the e-service quality measurement dimensions and Technology Acceptance Model (TAM), and proposes six research hypotheses. In addition, this study uses quantitative research method to examine and analyze the consumer online shopping behavior, choosing IBM Social Science Statistics Package (SPSS) as the data analysis tool. The scope of the study was controlled within a university in Sichuan Province, China and 391 valid questionnaires were collected. After conducting descriptive, reliability, validity, correlation and regression analysis on the collected questionnaire data, it is concluded that security and reliability have a positive effect on perceived trust, ease of use and responsiveness have a positive effect on perceived convenience, and consequently, perceived trust and perceived convenience have a positive effect on consumer shopping behavior. All hypotheses are supported. This study has both theoretical and practical contributions. On the theoretical side, the findings enrich the measurement dimensions of e-commerce service quality in the China context and provide new insights for the development of service quality theory. On the practical side, this study helps e-commerce platforms in the China context to improve service quality and promote the sustainable development of the e-commerce market.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Lu, Qiao
author_facet	Lu, Qiao
author_sort	Lu, Qiao
title	The impact of e-commerce service quality on consumers’ online shopping behavior: Evidence from China
title_short	The impact of e-commerce service quality on consumers’ online shopping behavior: Evidence from China
title_full	The impact of e-commerce service quality on consumers’ online shopping behavior: Evidence from China
title_fullStr	The impact of e-commerce service quality on consumers’ online shopping behavior: Evidence from China
title_full_unstemmed	The impact of e-commerce service quality on consumers’ online shopping behavior: Evidence from China
title_sort	impact of e-commerce service quality on consumers’ online shopping behavior: evidence from china
granting_institution	Universiti Utara Malaysia
granting_department	Tunku Puteri Intan Safinaz School of Accountancy (TISSA)
publishDate	2023
url	https://etd.uum.edu.my/10763/1/s830026_01.pdf https://etd.uum.edu.my/10763/2/s830026_02.pdf
_version_	1783729426850119680

The impact of e-commerce service quality on consumers’ online shopping behavior: Evidence from China

Similar Items