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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Yan Fang & Zhuowen Qu & Wenhua Wang, 2023. "Developing the Scale for Measuring the Service Quality of Internet-Based E-Waste Collection Platforms," Sustainability, MDPI, vol. 15(9), pages 1-16, May.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:9:p:7701-:d:1141840
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    References listed on IDEAS

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