Consumer Technology Readiness and E-Service Quality in E-Tailing: What is the Impact on Predicting Online Purchasing?

Abstract

Total online retail spending in China reached $427 billion in 2014 and is expected to surpass $1 trillion in 2018 (Chu and Wong 2015 Chu, K., and G. Wong. 2015. China tries to clean up e-commerce. The Wall Street Journal. http://www.wsj.com/articles/china-tries-to-clean-up-e-commerce-1427894413 [Google Scholar]). In addition, the number of online stores in China has been rapidly increasing. The present study proposes a model based on the theoretical frameworks of technology readiness (Parasuraman et al. 2005 Parasuraman, A., V. A. Zeithaml, and A. Malhotra. 2005. A multiple-item scale for assessing electronic service quality. Journal of Service Research 7 (3):213–33.[Crossref], [Web of Science ®] , [Google Scholar]) and e-service quality (Parasuraman and Malhotra 2005 Parasuraman, A., V. A. Zeithaml, and A. Malhotra. 2005. A multiple-item scale for assessing electronic service quality. Journal of Service Research 7 (3):213–33.[Crossref], [Web of Science ®] , [Google Scholar]), and tested the model on consumers from China. The results indicate that consumer technology readiness positively influences the perceived efficiency, system availability, fulfillment, and privacy dimensions of e-service quality as it relates to the online retailing environment in China. Moreover, the influence of technology readiness on the intention to purchase online in the future is both direct and mediated by the dimensions of perceived e-service quality. Implications and future research suggestions are also discussed.