OSS-Qual: Holistic Scale to Assess Customer Quality Perception When Buying Secondhand Products in Online Platforms
Abstract
:1. Introduction
- Website ease of use: the degree of user-friendliness offered by the website;
- Platform services: the added value that the services offered by the platform bring to the user;
- Platform legal protection and trustworthiness: the legal security provided and the trust generated by the platform;
- Vendor quality: the array and quality of services offered by the vendor;
- Product quality: the characteristics of the product that allow it to be used properly.
Fulfillment of Expectations
2. Materials and Methods
Data Collection and Sample
3. Results
3.1. OSS-Qual Scale Proposal
Assessment of the Measurement Model: Validity and Consistency
3.2. Perceived Quality Dimensions of OSS-Qual Scale as Antecedents of the Fulfillment of Expectations
4. Discussion
4.1. Summary of Findings
4.2. Implications and Future Research
4.2.1. Theoretical Implications
4.2.2. Practical Implications
4.2.3. Limitations and Future Research
Author Contributions
Funding
Acknowledgments
Conflicts of Interest
Appendix A
Dimension | Code | Statement/Item | Source (Adapted from) |
---|---|---|---|
Website ease of use | WE1 | The website is easy to use. | Parasuraman et al. (2005) |
WE2 | The website makes it easy to find what I need. | Parasuraman et al. (2005) | |
WE3 | The website design is appealing to me. | Möhlmann (2015) | |
Platform services | PV1 | The website offers all the main services that I need. | Breidbach et al. (2014) |
PV2 | The website has easy ordering and payment mechanisms. | Clauss (2019) | |
PV3 | The platform is quick to respond to my inquiries. | Cheng et al. (2018) | |
PV4 | The seller ratings from other customers motivate me to buy from this seller. | Ert et al. (2016), Banpa et al. (2017) | |
PV5 | The seller reviews from other customers motivate me to buy from this seller. | Ert et al. (2016), Banpa et al. (2017) | |
Platform legal protection and trustworthiness | PL1 | I feel comfortable about the privacy of my personal information. | Cheng et al. (2018), Clauss (2019) |
PL2 | I feel safe in my transactions. | Cheng et al. (2018), Clauss (2019) | |
PL3 | The platform provides reliable opinions of other customers. | Marimon et al. (2019) | |
Vendor quality | VE1 | I rely on agreement with the seller. | Parasuraman et al. (1988), Cheng et al. (2018) |
VE2 | The seller is trustworthy. | Parasuraman et al. (1988) | |
VE3 | The seller correctly describes the product features. | Parasuraman et al. (2005), Möhlman (2015), Cheng et al. (2018) | |
VE4 | The seller responds at the right times. | Parasuraman et al. (1988) | |
VE5 | The seller is professional. | Parasuraman et al. (1988) | |
VE6 | The seller has flexibility regarding when to meet up. | Parasuraman et al. (1988), Cheng et al. (2018) | |
VE7 | The quality of the face-to-face interaction with the seller is good. | Own proposal | |
Product quality | PR1 | Pictures indicate that the product is in good condition. | Own proposal |
PR2 | The product is in acceptable condition. | Clauss et al. (2018) | |
PR3 | The product can be used again. | Own proposal | |
PR4 | The product can be used again many times. | Own proposal | |
PR5 | The product offers a good price/quality deal. | Own proposal |
Appendix B
Dimension | Code | Statement/Item | Source (Adaptation) |
---|---|---|---|
Website | WEB1 | The platform is quick to respond to my inquiries. | Cheng et al. (2018) |
WEB2 | The website offers all the main services that I need. | Breidbach et al. (2014) | |
WEB3 | I feel safe in my transactions. | Cheng et al. (2018), Clauss (2019) | |
WEB4 | The website design is appealing to me. | Möhlmann (2015) | |
WEB5 | I feel comfortable about the privacy of my personal information. | Cheng et al. (2018), Clauss (2019) | |
Product quality | PROD1 | The product can be used again. | Own proposal |
PROD2 | The product can be used again many times. | Own proposal | |
PROD3 | The product is in acceptable condition. | Clauss et al. (2018) | |
PROD4 | The product offers a good price/quality deal. | Own proposal | |
Vendor quality | VEND1 | The seller responds at the right times. | Parasuraman et al. (1988) |
VEND2 | The seller is professional. | Parasuraman et al. (1988) | |
VEND3 | The seller has flexibility regarding when to meet up. | Parasuraman et al. (1988), Cheng et al. (2018) | |
Ratings & Reviews | RR1 | The seller reviews from other customers motivate me to buy from this seller. | Ert et al. (2016), Banpa et al. (2017) |
RR2 | The seller ratings from other customers motivate me to buy from this seller. | Ert et al. (2016), Banpa et al. (2017) | |
RR3 | The platform provides reliable opinions of other customers. | Marimon et al. (2019) |
References
- Roux, D.; Guiot, D. Measuring second-hand shopping motives, antecedents and consequences. Rech. Appl. Marke. 2008, 23, 63–91. [Google Scholar] [CrossRef]
- Padmavathy, C.; Swapana, M.; Paul, J. Online second-hand shopping motivation—Conceptualization, scale development, and validation. J. Retail. Consum. Serv. 2019, 51, 19–32. [Google Scholar] [CrossRef]
- Salciuviene, L.; Daryanto, A. Linking Initial Beliefs, Trust, Perceived Value and Purchase Intentions in the Context of Second-Hand Goods Sold by Unknown Online Retailers. In Rediscovering the Essentiality of Marketing; Springer: Cham, Switzerland, 2016; pp. 761–762. [Google Scholar]
- Weinstein, J. Reframe, Reuse, and Re-Style: (De)Constructing the Sustainable Second-Hand Consumer. Ph.D. Thesis, Wesleyan University, Middletown, CT, USA, 2014. [Google Scholar]
- Kestenbaum, R. Fashion Retailers Have to Adapt to Deal with Second-Hand Clothes Sold Online. Forbes. Available online: https://www.forbes.com/sites/richardkestenbaum/2017/04/11/fashion-retailers-have-to-adapt-to-deal-withsecondhand-clothes-sold-online/#476d48901a7f (accessed on 16 January 2018).
- Abbes, I.; Hallem, Y.; Taga, N. Second-hand shopping and brand loyalty: The role of online collaborative redistribution platforms. J. Retail. Consum. Serv. 2020, 52, 101885. [Google Scholar] [CrossRef]
- Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J. Retail. 1988, 64, 12–40. [Google Scholar]
- Cronin, J.J.; Taylor, S.A. Measuring quality: A reexamination and extension. J. Mark. 1992, 56, 55–68. [Google Scholar] [CrossRef]
- Cheng, X.; Fu, S.; de Vreede, G.J. A mixed method investigation of sharing economy driven car-hailing services: Online and offline perspectives. Int. J. Inf. Manag. 2018, 41, 57–64. [Google Scholar] [CrossRef]
- Marimon, F.; Llach, J.; Alonso-Almeida, M.; Mas-Machuca, M. CC-Qual: A holistic scale to assess customer perceptions of service quality of collaborative consumption services. Int. J. Inf. Manag. 2019, 49, 130–141. [Google Scholar] [CrossRef]
- Grönroos, C. On defining marketing: Finding a new roadmap for marketing. Mark. Theory 2006, 6, 395–417. [Google Scholar] [CrossRef]
- Parasuraman, A.; Zeithaml, V.; Malhotra, A. E-S-QUAL: A multiple-item scale for assessing electronic service quality. J. Serv. Res. 2005, 7, 213–233. [Google Scholar] [CrossRef]
- Churchill, G.A. A paradigm for developing better measures of marketing constructs. J. Mark. Res. 1979, 16, 64–73. [Google Scholar] [CrossRef]
- Moore, C.G.; Benbasat, I. Development of an Instrument to measure the perceptions of adopting an information technology innovation. Inf. Syst. Res. 1991, 2, 192–222. [Google Scholar] [CrossRef]
- Loiacono, E.T.; Watson, R.T.; Goodhue, D.L. WebQualTM: A measure of web site quality. Mark. Theory Appl. 2002, 13, 432–438. [Google Scholar]
- Dwivedi, Y.K.; Choudrie, J.; Brinkman, W.P. Development of a survey instrument to examine consumer adoption of broadband. Ind. Manag. Data Syst. 2006, 106, 700–718. [Google Scholar] [CrossRef]
- Agarwal, R.; Venkatesh, V. Assessing a firm’s Web presence: A heuristic evaluation procedure for the measurement of usability. Inf. Syst. Res. 2020, 13, 168–186. [Google Scholar] [CrossRef] [Green Version]
- McKinney, V.; Yoon, K.; Zahedi, F.M. The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Inf. Syst. Res. 2002, 13, 296–315. [Google Scholar] [CrossRef]
- Petnji Yaya, L.H.; Marimon, F.; Casadesús, M. The expert experience in adopting the E-S-QUAL scale. Total Qual. Manag. Bus. Excell. 2017, 28, 1307–1321. [Google Scholar] [CrossRef]
- Cho, Y.K. Service quality and price perceptions by internet retail customers: Linking the three stages of service interaction. J. Serv. Res. 2014, 17, 432–445. [Google Scholar] [CrossRef]
- Möhlmann, M. Collaborative consumption: Determinants of satisfaction and thelikelihood of using a sharing economy option again. J. Consum. Behav. 2015, 14, 193–207. [Google Scholar] [CrossRef]
- Breidbach, C.; Brodie, R.; Hollebeek, L. Beyond virtuality: From engagement platforms to engagement ecosystems. Manag. Serv. Qual. 2014, 24, 592. [Google Scholar] [CrossRef]
- Clauss, T.; Harengel, P.; Hock, M. The perception of value of platform-based business models in the sharing economy: Determining the drivers of user loyalty. Rev. Manag. Sci. 2019, 13, 605–634. [Google Scholar] [CrossRef]
- Patten, E.; Ozuem, W.; Howell, K.; Lancaster, G. Minding the competition: The drivers for multichannel service quality in fashion retailing. J. Retail. Consum. Serv. 2020, 53, 101974. [Google Scholar] [CrossRef]
- Ert, E.; Fleischer, A.; Magen, N. Trust and reputation in the sharing economy: The role of personal photos in Airbnb. Tour. Manag. 2016, 55, 62–73. [Google Scholar] [CrossRef]
- Bapna, R.; Gupta, A.; Rice, S.; Sundararajan, A. Trust and the Strength of Ties in Online Social Networks: An Exploratory Field Experiment. Mis Q. 2017, 41, 115–130. [Google Scholar] [CrossRef] [Green Version]
- McKnight, D.; Choudhury, V.; Kacmar, C. The impact of initial customer trust on intentions to transact with web site: A trust building model. J. Strateg. Inf. Syst. 2002, 11, 297–323. [Google Scholar] [CrossRef]
- Ladhari, R. A review of twenty years of SERVQUAL research. Int. J. Qual. Serv. Sci. 2009, 1, 172–198. [Google Scholar] [CrossRef]
- Marimon, F.; Mas-Machuca, M.; Berbegal-Mirabent, J. Fulfilment of expectations on students’ perceived quality in the Catalan higher education system. Total Qual. Manag. Bus. Excell. 2020, 31, 483–502. [Google Scholar] [CrossRef]
- Algopix, Amazon Spain Product Research. Available online: https://algopix.com/amazon/spain (accessed on 5 November 2019).
- Algopix, Amazon Italy Research Tool. Available online: https://algopix.com/amazon/italy (accessed on 5 November 2019).
- Europapress. Un 60% de Los Usuarios de Wallapop Compra en la App Sus Regalos de Navidad, Madrid (Spain). Available online: https://www.europapress.es/chance/tendencias/noticia-60-usuarios-wallapop-compra-app-regalos-navidad-20171205083312.html (accessed on 5 November 2019).
- Statista. Outlook Reports. 2019. Available online: https://www.statista.com/studies-and-reports/#panelOutlookReports (accessed on 5 November 2019).
- Statista. Countries: The Statista Country Reports. 2019, p. 149. Available online: https://www.statista.com/country-reports (accessed on 5 November 2019).
- Alonso-Almeida, M.M.; Bernardo, M.; Llach, J.; Marimon, F. Building loyalty through functional and hedonic quality. Ind. Manag. Data Syst. 2014, 114, 387–404. [Google Scholar] [CrossRef]
- Malhotra, N.K.; Kim, S.S.; Patil, A. Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research. Manag. Sci. 2006, 52, 1865–1883. [Google Scholar] [CrossRef]
- Owyang, J.; Tran, C.; Silva, C. The Collaborative Economy; Altimeter: San Mateo, CA, USA, 2013. [Google Scholar]
- Cauffman, C. The Commission’s European agenda for the collaborative economy—(too) platform and service provider friendly? J. Eur. Consum. Mark. Law 2016, 5, 235–243. [Google Scholar] [CrossRef]
- Petropoulos, G. Collaborative economy: Market design and basic regulatory principles. Intereconomics 2017, 52, 340–345. [Google Scholar] [CrossRef] [Green Version]
- Anderson, J.C.; Gerbing, D.W. Structural equation modeling in practice: A review and recommended two-step approach. Psychol. Bull. 1988, 103, 411–423. [Google Scholar] [CrossRef]
- Nunnally, J.C.; Bernstein, I.H. Psychometric Theory; McGraw-Hill: New York, NY, USA, 1994. [Google Scholar]
- Fornell, C.; Larcker, D.F. Evaluating structural equation models with unobservable variables and measurement errors. J. Mark. Res. 1981, 18, 39–50. [Google Scholar] [CrossRef]
- Bentler, P.M. EQS Structural Equations Program Manual; Multivariate Software Inc.: Encino, CA, USA, 1995; Volume 6. [Google Scholar]
EXP | CONF | EXP | CONF | EXP | CONF | |||
---|---|---|---|---|---|---|---|---|
Gender | Age | Studies | ||||||
Male | 90 (45%) | 235 (46.4%) | 18–30 | 42 (21%) | 105 (20.7%) | No studies | 0 (0.0%) | 3 (0.59%) |
Female | 110 (55%) | 272 (53.6%) | 31–40 | 51 (25.5%) | 120 (23.7%) | Primary | 9 (4.5%) | 14 (2.76%) |
41–50 | 59 (29.5%) | 141 (27.8%) | Secondary | 55 (27.5%) | 139 (27.42%) | |||
>50 | 48 (24%) | 141 (27.8%) | Bachelor | 63 (31.5%) | 159 (31.36%) | |||
Master | 17 (8.5%) | 57 (11.24%) | ||||||
Postgraduate | 14 (7%) | 37 (7.30%) | ||||||
Professional training | 42 (21%) | 98 (19.33%) | ||||||
TOTAL | 200 (100%) | 507 (100%) | 200 (100%) | 507 (100%) | 200 (100%) | 507 (100%) |
Descriptive Statistics | Exploratory Factor Analysis | |||||
---|---|---|---|---|---|---|
Item | Mean | St. Dev | 1 | 2 | 3 | 4 |
PS3 | 3.805 | 0.884 | 0.747 | 0.243 | 0.238 | 0.056 |
PS1 | 3.770 | 0.872 | 0.720 | 0.368 | 0.177 | 0.096 |
PL2 | 3.655 | 0.975 | 0.712 | 0.140 | 0.272 | 0.226 |
WE3 | 3.660 | 0.847 | 0.699 | 0.187 | 0.309 | 0.144 |
PL1 | 3.600 | 0.919 | 0.678 | 0.203 | 0.312 | 0.086 |
PS2 | 3.800 | 0.951 | 0.618 | 0.241 | 0.055 | 0.416 |
WE2 | 3.950 | 0.788 | 0.617 | 0.461 | 0.048 | 0.239 |
WE1 | 4.140 | 0.790 | 0.604 | 0.403 | 0.163 | 0.086 |
PR3 | 3.960 | 0.788 | 0.279 | 0.817 | 0.208 | 0.124 |
PR4 | 3.920 | 0.779 | 0.279 | 0.795 | 0.207 | 0.168 |
PR2 | 3.960 | 0.788 | 0.306 | 0.788 | 0.224 | 0.178 |
PR5 | 3.940 | 0.806 | 0.286 | 0.754 | 0.245 | 0.235 |
PR1 | 3.920 | 0.753 | 0.240 | 0.742 | 0.251 | 0.187 |
VE4 | 3.730 | 0.788 | 0.223 | 0.225 | 0.735 | 0.219 |
VE6 | 3.650 | 0.807 | 0.184 | 0.423 | 0.661 | 0.188 |
VE5 | 3.410 | 0.988 | 0.334 | 0.005 | 0.636 | 0.439 |
VE7 | 3.793 | 0.801 | 0.129 | 0.483 | 0.600 | −0.079 |
VE3 | 3.735 | 0.836 | 0.302 | 0.366 | 0.604 | 0.149 |
VE2 | 3.570 | 0.836 | 0.466 | 0.077 | 0.587 | 0.384 |
VE1 | 3.690 | 0.829 | 0.366 | 0.320 | 0.553 | 0.326 |
PS5 | 3.690 | 1.024 | 0.137 | 0.205 | 0.155 | 0.826 |
PS4 | 3.625 | 0.921 | 0.045 | 0.246 | 0.387 | 0.726 |
PL3 | 3.590 | 0.925 | 0.418 | 0.149 | 0.152 | 0.659 |
Website | Product | Vendor | Ratings and Reviews | |||||
---|---|---|---|---|---|---|---|---|
PV3 | 0.803 | PR3 | 0.927 | VE4 | 0.857 | PV5 | 0.882 | |
PV1 | 0.824 | PR4 | 0.919 | VE5 | 0.812 | PV4 | 0.850 | |
PL2 | 0.798 | PR2 | 0.920 | VE6 | 0.811 | PL3 | 0.829 | |
WE3 | 0.804 | PR5 | 0.896 | |||||
PL1 | 0.820 | |||||||
Cronbach’s α | 0.868 | 0.935 | 0.760 | 0.813 | ||||
Range of Cronbach’s α if one item is removed | 0.836–0.844 | 0.910–0.925 | 0.626–0.713 | 0.695–0.780 | ||||
CR | 0.905 | 0.953 | 0.866 | 0.889 | ||||
AVE | 0.655 | 0.838 | 0.683 | 0.729–0.853 |
1 | 2 | 3 | 4 | |
---|---|---|---|---|
Website | 0.809 | |||
Product | 0.630 | 0.915 | ||
Vendor | 0.618 | 0.566 | 0.826 | |
Ratings and Reviews | 0.524 | 0.517 | 0.624 | 0.853 |
Dimension | Item | Load | t-Value | r2 | Sources |
---|---|---|---|---|---|
Website | WEB1 | 0.696 | - | 0.357 | - |
WEB2 | 0.790 | 11.61 | 0.477 | ||
WEB3 | 0.796 | 10.91 | 0.600 | ||
WEB4 | 0.750 | 10.86 | 0.447 | ||
WEB5 | 0.808 | 11.42 | 0.570 | ||
Product | PROD1 | 0.835 | - | 0.582 | |
PROD2 | 0.847 | 13.16 | 0.633 | ||
PROD3 | 0.855 | 11.96 | 0.638 | ||
PROD4 | 0.829 | 11.86 | 0.592 | ||
Vendor | VEND1 | 0.798 | - | 0.491 | |
VEND2 | 0.810 | 10.59 | 0.481 | ||
VEND3 | 0.799 | 10.72 | 0.421 | ||
Ratings and Reviews | RR1 | 0.838 | - | 0.496 | |
RR2 | 0.852 | 10.59 | 0.586 | ||
RR3 | 0.776 | 10.72 | 0.474 | ||
Fit Indices | Value | Cut-off value | |||
Satorra–Bentler scaled χ2/degree of freedom | 2.06 | <5 | Carmines and McIver (1981) Hair et al. (1998) Hu and Bentler (2009) Escrig-Tena and Bou-Llusar (2005) Alonso-Almeida et al. (2013) Alonso-Almeida and Llach (2019) | ||
Bentler–Bonett non-normed fit index (BB-NFI) | 0.948 | >0.90 | |||
Comparative fit index (CFI) | 0.958 | >0.95 | |||
Root mean-square error of approximation (RMSEA) | 0.046 | <0.06 |
Publisher’s Note: MDPI stays neutral with regard to jurisdictional claims in published maps and institutional affiliations. |
© 2020 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/).
Share and Cite
Vila-Brunet, N.; Llach, J. OSS-Qual: Holistic Scale to Assess Customer Quality Perception When Buying Secondhand Products in Online Platforms. Sustainability 2020, 12, 9256. https://doi.org/10.3390/su12219256
Vila-Brunet N, Llach J. OSS-Qual: Holistic Scale to Assess Customer Quality Perception When Buying Secondhand Products in Online Platforms. Sustainability. 2020; 12(21):9256. https://doi.org/10.3390/su12219256
Chicago/Turabian StyleVila-Brunet, Neus, and Josep Llach. 2020. "OSS-Qual: Holistic Scale to Assess Customer Quality Perception When Buying Secondhand Products in Online Platforms" Sustainability 12, no. 21: 9256. https://doi.org/10.3390/su12219256