An exploratory study of young Chinese customers' online shopping behaviors and service quality perceptions

Young Consumers

Volumn 10, Issue 2, 2009, Pages 157-169

  Mummalaneni, Venkatapparao ^a   Meng, Juan Gloria ^b  

^a VIRGINIA STATE UNIVERSITY   (United States)

^b MINNESOTA STATE UNIVERSITY   (United States)

Author keywords

Chinese people; Consumers; Internet shopping; Service quality

Indexed keywords

EID: 84992996746     PISSN: 17473616     EISSN: 17587212     Source Type: Journal    
DOI: 10.1108/17473610910964732     Document Type: Article

References (24)

1. Barnes, S.J. and Vidgen, R. (2002), “Measuring web site quality improvements: a case study of the forum on strategic management knowledge exchange”, Industrial Management & Data Systems, Vol. 103 No. 5, pp. 297-309.
2. Bin, Q., Chen, S. and Sun, S.Q. (2003), “Cultural differences in e-commerce: a comparison between the US and China”, Journal of Global Information Management, Vol. 11 No. 2, pp. 48-55.
3. Boston Consulting Group (2007), Winning the Hearts and Minds of China's Consumers, Boston Consulting Group, Boston, MA, available at www.bcg.com/publications/files/Winning_Chinas_Consumers_Sept_2007.pdf (accessed 23 October 2007).
4. Chen, S. and Ning, J. (2002), “Constraints on e-commerce in less developed countries: the case of China”, Electronic Commerce Research, Vol. 2 Nos 1-2, pp. 31-42.
5. Childers, T.L., Carr, C.L., Peck, J. and Carson, S. (2001), “Hedonic and utilitarian motivations for online retail shopping behavior”, Journal of Retailing, Vol. 77 No. 4, pp. 511-535.
6. CNNIC (2007), Statistical Survey Report on the Internet Development in China, Beijing, available at: www.cnnic.net.cn/download/2007/cnnic19threport.pdf.
7. Dabholkar, P.A., Thorpe, D.I. and Rentz, J.O. (1996), “A measure of service quality for retail stores: scale development and validation”, Journal of the Academy of Marketing Science, Vol. 24 No. 1, pp. 3-16.
8. De Mooij, M. and Hofstede, G. (2002), “Convergence and divergence in consumer behavior: implications for international retailing”, Journal of Retailing, Vol. 78 No. 1, pp. 61-69.
9. Furrer, O., Liu, B.S. and Sudharshan, D. (2000), “The relationships between culture and service quality perceptions: basis for cross-cultural market segmentation and resource allocation”, Journal of Service Research, Vol. 2 No. 4, pp. 355-371.
10. GVU WWW Survey (2000), GVU WWW Survey, available at: www2000.ogsm.vanderbilt.edu/research/data/-guvsurvey/project2000.gvu.html.
11. Huizingh, E.K.R.E. and Hoekstra, J.C. (2003), “Why do consumers like web sites?”, Journal of Targeting, Measurement and Analysis for Marketing, Vol. 11 No. 4, pp. 350-361.
12. Iyer, R. and Eastman, J.K. (2006), “The elderly and their attitudes toward the internet: the impact on internet use, purchase, and comparison shopping”, Journal of Marketing Theory and Practice, Vol. 14 No. 1, pp. 57-67.
13. Kim, S.S. and Malhotra, N.K. (2005), “Predicting system usage from intention and past use: scale issues in the predictors”, Decision Sciences, Vol. 36 No. 1, pp. 187-196.
14. Laforet, S. and Li, X. (2005), “Consumers' attitudes towards online and mobile banking in China”, International Journal of Bank Marketing, Vol. 23 No. 5, pp. 362-380.
15. Loiacono, E.T., Watson, R.T. and Goodhue, D.L. (2007), “Web Qual: an instrument for consumer evaluation of web sites”, International Journal of Electronic Commerce, Vol. 11 No. 3, pp. 51-87.
16. Malhotra, N.K., Ulgado, F.M., Agarwal, J., Shainesh, G. and Wu, L. (2005), “Dimensions of service quality in developed and developing economies: multi-country cross-cultural comparisons”, International Marketing Review, Vol. 22 No. 3, pp. 256-278.
17. Mick, D.G. and Fournier, S. (1998), “Paradoxes of technology: consumer cognizance, emotions, and coping strategies”, Journal of Consumer Research, Vol. 25 No. 2, pp. 123-143.
18. Parasuraman, R. and Sheridan, T.B. (2000), “A model for types and levels of human interaction with automation”, IEEE Transactions on Systems, Man & Cybernetics, Part A, Vol. 30 No. 3, pp. 286-297.
19. Parasuraman, R., Zeithaml, V.A. and Malhotra, A. (2005), “E-S-QUAL: a multiple-item scale for assessing electronic service quality”, Journal of Service Research, Vol. 7 No. 3, pp. 213-233.
20. Wang, Y-S. and Tang, T.-I. (2003), “Assessing customer perceptions of web site service quality in digital marketing environments”, Journal of End User Computing, Vol. 15 No. 3, pp. 14-31.
21. Wee, K.N.L. and Ramachandra, R. (2000), “Cyberbuying in China, Hong Kong and Singapore: tracking the who, where, why and what of online buying”, International Journal of Retail & Distribution Management, Vol. 28 No. 7, pp. 307-316.
22. Yoo, B. and Donthu, N. (2001), “Developing and validating a multidimensional consumer-based brand equity scale”, Journal of Business Research, Vol. 52 No. 1, pp. 1-14.
23. Zeithaml, V.A., Bitner, M.J. and Gremler, D.D. (2009), Services Marketing: Integrating Customer Focus across the Firm, Mc Graw-Hill Irwin, New York, NY.
24. Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2002), “Service quality delivery through web sites: a critical review of extant knowledge”, Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 362-375.