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

Yan Fang (), Zhuowen Qu and Wenhua Wang
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Yan Fang: School of Economics and Management, Dalian University of Technology, Dalian 116024, China
Zhuowen Qu: School of Mechanical and Electrical Engineering, Changchun University of Science and Technology, Changchun 130022, China
Wenhua Wang: School of Economics and Management, Dalian University of Technology, Dalian 116024, China

Sustainability, 2023, vol. 15, issue 9, 1-16

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.

Keywords: electronic service quality; Internet-based e-waste collection; scale development (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
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