Mediation Effect of Technology Adaptation Capabilities Between the Relationship of Service Quality Attributes and Customer Satisfaction: An Investigation on Young Customers Perceptions Toward E-Commerce in China

The connection between consumer satisfaction and service quality may be quite researched in academia. Pertinently, we argue that there is a gap of the contribution of “technology adaptation capabilities” in this relationship. Hence, objective of this empirical paper is to reveal the impacts of service quality on young customers’ satisfaction toward e-commerce in china, considering the mediating effect of technology adaptation capabilities. The independent factor, service quality was measured through SERVQUAL model including its five indicators: ‘Tangibility’, ‘Reliability’, ‘Responsiveness’ ‘Assurance’ and ‘Empathy’. Moreover, customer satisfaction is a notable concern for the organizations to exist and growth. Likewise, prior contemporary research also suggested a requirement for more empirical investigations on the current association. However, hypotheses in this present study are formulated…