Developing the scale for measuring the service quality of Internet-based e-waste collection platforms

As Internet-based electronic waste (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 is playing a crucial role in attracting users. Based on the 94 online reviews and the survey data 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. On the basis of this scale, some significant implications to the service quality management of Internet-based e-waste collection platforms have been proposed to both practitioners and researchers.