IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v12y2020i21p9256-d441395.html
   My bibliography  Save this article

OSS-Qual: Holistic Scale to Assess Customer Quality Perception When Buying Secondhand Products in Online Platforms

Author

Listed:
  • Neus Vila-Brunet

    (Departament de Ciències Econòmiques i Socials, Universitat Internacional de Catalunya, 08017 Barcelona, Spain)

  • Josep Llach

    (Department of Business Administration, Management and Product Design, Universitat de Girona, 17003 Girona, Spain)

Abstract

Online secondhand markets have been growing substantially over the last decade and are expected to grow further. In order to effectively promote the growth of online secondhand markets, this paper designs and validates a scale to assess customer perception of the service quality of secondhand products purchased via online platforms. Complementarily, the paper assesses how each of the different dimensions that configure the scale contributes to explaining the fulfillment of customers’ expectations. The scale is defined by 23 items and is arranged in 5 dimensions from the literature on online commerce as well as on the sharing economy. A sample of 200 questionnaires is used for exploratory factor analysis. A second sample of 507 users is used for confirmatory factor analysis. The quality perceived by online customers of secondhand products depends on the quality of the interactions that they have with the website, with the vendor, and with the product. The dimension that contributes the most to customer fulfillment of expectations is product quality. Findings identify the items that contribute the most to quality perception and fulfillment of expectations, facilitating the development of more effective strategies for platform owners and vendors who want to attract and retain customers of secondhand products. Complementarily, these findings are useful to businesses and governments that want to promote a more sustainable economy by reducing consumption of new products and promoting reutilization of existing ones.

Suggested Citation

  • Neus Vila-Brunet & Josep Llach, 2020. "OSS-Qual: Holistic Scale to Assess Customer Quality Perception When Buying Secondhand Products in Online Platforms," Sustainability, MDPI, vol. 12(21), pages 1-15, November.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:21:p:9256-:d:441395
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/12/21/9256/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/12/21/9256/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Thomas Clauss & Peter Harengel & Marianne Hock, 2019. "The perception of value of platform-based business models in the sharing economy: determining the drivers of user loyalty," Review of Managerial Science, Springer, vol. 13(3), pages 605-634, June.
    2. Patten, Elena & Ozuem, Wilson & Howell, Kerry & Lancaster, Geoff, 2020. "Minding the competition: The drivers for multichannel service quality in fashion retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    3. Gary C. Moore & Izak Benbasat, 1991. "Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation," Information Systems Research, INFORMS, vol. 2(3), pages 192-222, September.
    4. Dominique Roux & Denis Guiot, 2008. "Measuring Second-Hand Shopping Motives, Antecedents and Consequences," Post-Print hal-02022216, HAL.
    5. Georgios Petropoulos, 2017. "Collaborative Economy: Market Design and Basic Regulatory Principles," Intereconomics: Review of European Economic Policy, Springer;ZBW - Leibniz Information Centre for Economics;Centre for European Policy Studies (CEPS), vol. 52(6), pages 340-345, November.
    6. Padmavathy, Chandrasekaran & Swapana, Murali & Paul, Justin, 2019. "Online second-hand shopping motivation – Conceptualization, scale development, and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 19-32.
    7. Ert, Eyal & Fleischer, Aliza & Magen, Nathan, 2016. "Trust and reputation in the sharing economy: The role of personal photos in Airbnb," Tourism Management, Elsevier, vol. 55(C), pages 62-73.
    8. Naresh K. Malhotra & Sung S. Kim & Ashutosh Patil, 2006. "Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research," Management Science, INFORMS, vol. 52(12), pages 1865-1883, December.
    9. Vicki McKinney & Kanghyun Yoon & Fatemeh “Mariam” Zahedi, 2002. "The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach," Information Systems Research, INFORMS, vol. 13(3), pages 296-315, September.
    10. Abbes, Intissar & Hallem, Yousra & Taga, Nadia, 2020. "Second-hand shopping and brand loyalty: The role of online collaborative redistribution platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Pedro Hinojo & David Suárez & Begoña García-Mariñoso, 2022. "Drivers of Consumer Participation in Online Second-Hand Transactions," Sustainability, MDPI, vol. 14(7), pages 1-13, April.
    2. Jaroslav Nenadál & David Vykydal & Eva Tylečková, 2021. "Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example," Sustainability, MDPI, vol. 13(5), pages 1-20, March.
    3. Qiu, Ruozhen & Li, Xuge & Sun, Minghe, 2023. "Vertical integration of an online secondhand platform and a recycling platform under different power structures," European Journal of Operational Research, Elsevier, vol. 310(1), pages 286-301.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sun, Jonghak & Teng, James T.C., 2017. "The construct of information systems use benefits: Theoretical explication of its underlying dimensions and the development of a measurement scale," International Journal of Information Management, Elsevier, vol. 37(5), pages 400-416.
    2. Verhagen, Tibert & Meents, Selmar, 2007. "A Framework for Developing Semantic Differentials in IS research: Assessing the Meaning of Electronic Marketplace Quality (EMQ)," Serie Research Memoranda 0016, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    3. Hossain, Mokter & Mozahem, Najib Ali, 2022. "Drivers’ perceptions of the sharing economy for transport services," Technological Forecasting and Social Change, Elsevier, vol. 179(C).
    4. Peng, Leiqing & Luo, Mengting & Guo, Yulang, 2023. "Deposit AI as the “invisible hand†to make the resale easier: A moderated mediation model," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    5. Hsu, Chia-Lin & Chen, Mu-Chen, 2021. "Advocating recycling and encouraging environmentally friendly habits through gamification: An empirical investigation," Technology in Society, Elsevier, vol. 66(C).
    6. Fosso Wamba, Samuel & Bhattacharya, Mithu & Trinchera, Laura & Ngai, Eric W.T., 2017. "Role of intrinsic and extrinsic factors in user social media acceptance within workspace: Assessing unobserved heterogeneity," International Journal of Information Management, Elsevier, vol. 37(2), pages 1-13.
    7. Dan J. Kim & Donald L. Ferrin & H. Raghav Rao, 2009. "Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration," Information Systems Research, INFORMS, vol. 20(2), pages 237-257, June.
    8. Prasad, Acklesh & Heales, Jon & Green, Peter, 2010. "A capabilities-based approach to obtaining a deeper understanding of information technology governance effectiveness: Evidence from IT steering committees," International Journal of Accounting Information Systems, Elsevier, vol. 11(3), pages 214-232.
    9. Akhmedova, Anna & Marimon, Frederic & Mas-Machuca, Marta, 2020. "Winning strategies for customer loyalty in the sharing economy: A mixed-methods study," Journal of Business Research, Elsevier, vol. 112(C), pages 33-44.
    10. Shockley, Jeff & Turner, Tobin, 2016. "A relational performance model for developing innovation and long-term orientation in retail franchise organizations," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 175-188.
    11. Mäntymäki, Matti & Riemer, Kai, 2014. "Digital natives in social virtual worlds: A multi-method study of gratifications and social influences in Habbo Hotel," International Journal of Information Management, Elsevier, vol. 34(2), pages 210-220.
    12. Lee, Sang-Yong Tom & Kim, Hee-Woong & Gupta, Sumeet, 2009. "Measuring open source software success," Omega, Elsevier, vol. 37(2), pages 426-438, April.
    13. Tseng, Shu-Mei, 2015. "Exploring the intention to continue using web-based self-service," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 85-93.
    14. Anshu, Kumari & Shankar, Amit & Behl, Abhishek & Pereira, Vijay & Laker, Benjamin, 2022. "Impact of barriers of value co-creation on consumers' innovation resistance behavior: Investigating the moderation role of the DART model," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    15. Hallem, Associate Professor Yousra & Abbes, Associate Professor Intissar & Hikkerova, Professor Lubica & Taga, Media Planner Nadia, 2021. "A trust model for collaborative redistribution platforms:A platform design issue," Technological Forecasting and Social Change, Elsevier, vol. 170(C).
    16. Yan (Mandy) Dang & Yulei (Gavin) Zhang & Susan A. Brown & Hsinchun Chen, 2020. "Examining the impacts of mental workload and task-technology fit on user acceptance of the social media search system," Information Systems Frontiers, Springer, vol. 22(3), pages 697-718, June.
    17. Jain, Geetika & Kamble, Sachin S. & Ndubisi, Nelson Oly & Shrivastava, Archana & Belhadi, Amine & Venkatesh, Mani, 2022. "Antecedents of Blockchain-Enabled E-commerce Platforms (BEEP) adoption by customers – A study of second-hand small and medium apparel retailers," Journal of Business Research, Elsevier, vol. 149(C), pages 576-588.
    18. Zhenhui Jiang & Izak Benbasat, 2007. "Research Note---Investigating the Influence of the Functional Mechanisms of Online Product Presentations," Information Systems Research, INFORMS, vol. 18(4), pages 454-470, December.
    19. Jin, Xiao-Ling & Zhou, Zhongyun & Lee, Matthew K.O. & Cheung, Christy M.K., 2013. "Why users keep answering questions in online question answering communities: A theoretical and empirical investigation," International Journal of Information Management, Elsevier, vol. 33(1), pages 93-104.
    20. Soumya Ray & Sung S. Kim & James G. Morris, 2014. "The Central Role of Engagement in Online Communities," Information Systems Research, INFORMS, vol. 25(3), pages 528-546, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:12:y:2020:i:21:p:9256-:d:441395. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.