Developing the Scale for Measuring the Service Quality of Internet-Based E-Waste Collection Platforms

Author:

Fang Yan1,Qu Zhuowen2,Wang Wenhua1

Affiliation:

1. School of Economics and Management, Dalian University of Technology, Dalian 116024, China

2. School of Mechanical and Electrical Engineering, Changchun University of Science and Technology, Changchun 130022, China

Abstract

As Internet-based e-waste collection moves from a novelty to a routine way of e-waste collection in China, the service quality of Internet-based e-waste collection platforms plays a crucial role in attracting users. Based on content analysis of 94 online reviews and data analysis of a questionnaire survey of 395 participants, this study develops a scale for measuring the service quality of Internet-based e-waste collection platforms with both reliability and validity tests. The scale comprises 12 items across four dimensions: efficiency, accuracy, customer service and price offerings. The study provides a sound theoretical basis for further researchers and practitioners to focus on the major aspects of the service quality of Internet-based e-waste collection platforms, and it achieves an extension of the existing dimensions of e-service quality.

Publisher

MDPI AG

Subject

Management, Monitoring, Policy and Law,Renewable Energy, Sustainability and the Environment,Geography, Planning and Development,Building and Construction

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