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

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.