Journal of Information Systems Engineering and Management

Journal of Information Systems Engineering and Management, 2024 - Volume 9 Issue 2, Article No: 25714
https://doi.org/10.55267/iadt.07.14759

Published Online: 24 Apr 2024

Views: 385 | Downloads: 289

The effect of different service quality factors on online shopping, specifically green purchase intention in China is examined in this work. By employing partial least squares structured equation modelling (PLS-SEM), the study assessed the data obtained from 159 respondents who filled out valid semi-structured questionnaires from the e-commerce company’s employees. Based on the TAM model, this study tested the consumer green purchase intentions where the factors involved were supply chain management, inventory management, supplier relationships, quality control, and return policies. All these aspects, the study established, increase customer satisfaction and the likelihood of buying the product. Customer satisfaction is a mediator that balances the association between e-commerce platform service quality and consumer buying behaviour. Similarly, the study findings revealed that supply chain management practices, inventory management, relationships with suppliers, quality management and return policies regarding green products were significant factors that affected green purchase intention. The study emphasizes the need to sustain high standards of service delivery to increase employees’ customers’ satisfaction and consumption cultures. Behavioural e-commerce and consumer research are both advanced by this study, and findings aimed at enhancing e-commerce service quality and encouraging environmentally friendly purchasing. However, the findings of the study cannot be generalized widely due to the regional context and the small sample size of the study, so it is imperative to conduct more extensive Studies that can support these findings.

Green Purchase Intent Consumer Service Quality Online Shopping Perceived Value Technology Acceptance Model

• Abbas, J. (2020). Impact of total quality management on corporate green performance through the mediating role of corporate social responsibility. Journal of Cleaner Production, 242, 118458.
• Al-Swidi, A., & Saleh, R. M. (2021). How green our future would be? An investigation of the determinants of green purchasing behavior of young citizens in a developing Country. Environment, Development and Sustainability, 23, 13436-1346.
• Alzoubi, H., & Yanamandra, R. (2020). Investigating the mediating role of information sharing strategy on agile supply chain. Uncertain Supply Chain Management, 8(2), 273-284.
• Ameen, N., Hosany, S., & Tarhini, A. (2021). Consumer interaction with cutting-edge technologies: Implications for future research. Computers in Human Behavior, 120, 106761.
• Bergman, E. M., & Feser, E. J. (2020). Industrial and regional clusters: Concepts and comparative applications (2nd ed.). Morgantown, WV: WVU Research Repository.
• Bhan, H. S., & Anderson, E. T. (2023). Multiyear impact of backorder delays: A quasi-experimental approach. Marketing Science, 42(2), 314-335.
• Boden, J., Maier, E., & Wilken, R. (2020). The effect of credit card versus mobile payment on convenience and consumers’ willingness to pay. Journal of Retailing and Consumer Services, 52, 101910.
• Bressolles, G., & Nantel, J. (2008). The measurement of electronic service quality: Improvements and application. International Journal of E-Business Research (IJEBR), 4(3), 1-19.
• Cerda, A. A., & García, L. Y. (2021). Hesitation and refusal factors in individuals' decision-making processes regarding a coronavirus disease 2019 vaccination. Frontiers in Public Health, 9, 626852.
• Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 13(3), 319-340.
• Díaz, R. D. S., Paternina-Arboleda, C. D., Martínez-Flores, J. L., & Jimenez-Barros, M. A. (2020). Economic order quantity for perishables with decreasing willingness to purchase during their life cycle. Operations Research Perspectives, 7, 100146.
• Dutta, G., Kumar, R., Sindhwani, R., & Singh, R. K. (2021). Digitalization priorities of quality control processes for SMEs: A conceptual study in perspective of Industry 4.0 adoption. Journal of Intelligent Manufacturing, 32(6), 1679-1698.
• Ghali-Zinoubi, Z., & Toukabri, M. (2019). The antecedents of the consumer purchase intention: Sensitivity to price and involvement in organic product: Moderating role of product regional identity. Trends in Food Science & Technology, 90, 175-179.
• Ilhamalimy, R. R., & Ali, H. (2021). Model perceived risk and trust: E-WOM and purchase intention (the role of trust mediating in online shopping in Shopee Indonesia). Dinasti International Journal of Digital Business Management, 2(2), 204-221.
• Kim, Y., Wang, Q., & Roh, T. (2021). Do information and service quality affect perceived privacy protection, satisfaction, and loyalty? Evidence from a Chinese O2O-based mobile shopping application. Telematics and Informatics, 56, 101483.
• Li, J., Maiti, A., Springer, M., & Gray, T. (2020). Blockchain for supply chain quality management: Challenges and opportunities in context of open manufacturing and industrial internet of things. International Journal of Computer Integrated Manufacturing, 33(12), 1321-1355.
• Lysenko-Ryba, K., & Zimon, D. (2021). Customer behavioral reactions to negative experiences during the product return. Sustainability, 13(2), 448.
• Mahsyar, S., & Surapati, U. (2020). Effect of service quality and product quality on customer satisfaction and loyalty. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(01), 204-211.
• Masita, I., Kamsul, A. R., Aidil, A. N., & Hanan, S. A. (2022). Shopping guarantee and customer e-loyalty: A case study of the shopee guarantee. International Journal of Business and Technopreneurship, 12(2), 39-52.
• Meilatinova, N. (2021). Social commerce: Factors affecting customer repurchase and word-of-mouth intentions. International Journal of Information Management, 57, 102300.
• Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. U. A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184-2206.
• Mishra, R., Singh, R. K., & Koles, B. (2021). Consumer decision-making in omnichannel retailing: Literature review and future research agenda. International Journal of Consumer Studies, 45(2), 147-174.
• Mostafa, N., Hamdy, W., & Alawady, H. (2019). Impacts of Internet of Things on supply chains: A framework for warehousing. Social Sciences, 8(3), 84.
• Ramos, E., Pettit, T. J., Flanigan, M., Romero, L., & Huayta, K. (2020). Inventory management model based on lean supply chain to increase the service level in a distributor of automotive sector. International Journal of Supply Chain Management, 9(2), 113-131.
• Rosillo-Díaz, E., Blanco-Encomienda, F. J., & Crespo-Almendros, E. (2020). A cross-cultural analysis of perceived product quality, perceived risk and purchase intention in e-commerce platforms. Journal of Enterprise Information Management, 33(1), 139-160.
• Shariff, S., & Ahmad, N. (2019). Halal logistics operations in MS2400 Standards: A literary review. In Contemporary Management and Science Issues in the Halal Industry: Proceedings of the International Malaysia Halal Conference (IMHALAL) (pp. 77-87). Singapore, Republic of Singapore: Springer.
• Sharma, P., Krishna, C., & Kumar, A. (2022). A study of organisation development affected by consumer buying behaviour: A literature review. ANWESH: International Journal of Management & Information Technology, 7(2), 76-79.
• Sharma, V. K., & Mir, R. N. (2020). A comprehensive and systematic look up into deep learning based object detection techniques: A review. Computer Science Review, 38, 100301.
• Tandon, A., Dhir, A., Kaur, P., Kushwah, S., & Salo, J. (2020). Why do people buy organic food? The moderating role of environmental concerns and trust. Journal of Retailing and Consumer Services, 57, 102247.
• Tien, N. H., Anh, D. B. H., & Thuc, T. D. (2019). Global supply chain and logistics management. Delhi, India: Academic Publications.
• Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Hock, R. L. T., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63, 102721.
• Yang, L., Xu, M., & Xing, L. (2022). Exploring the core factors of online purchase decisions by building an E-Commerce network evolution model. Journal of Retailing and Consumer Services, 64, 102784.
• Yim, C. K., Tse, D. K., & Chan, K. W. (2008). Strengthening customer loyalty through intimacy and passion: Roles of customer–firm affection and customer–staff relationships in services. Journal of marketing research, 45(6), 741-756.
• Zaato, S. G., Zainol, N. R., Khan, S., Rehman, A. U., Faridi, M. R., & Khan, A. A. (2023). The mediating role of customer satisfaction between antecedent factors and brand loyalty for the shopee application. Behavioral Sciences, 13(7), 563.
• Zeqiri, J., Alserhan, B., Gleason, K., & Ramadani, V. (2022). Desecularization, social identity, and consumer intention to purchase religious products. Technological Forecasting and Social Change, 177, 121522.
• Zhang, Z., Liu, S., & Niu, B. (2020). Coordination mechanism of dual-channel closed-loop supply chains considering product quality and return. Journal of Cleaner Production, 248, 119273.

This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.