An overview of the constructs and measurement items
| Constructs | Items | Sources |
|---|---|---|
| Corporate image (CI) | CI1 O2O online platform reputation | Li and Ko (2021), Che et al. (2022) |
| CI2 O2O offline business reputation | ||
| Customer expectation (CE) | CE1 Expected experience | Barber et al. (2012), Yi and Nataraajan (2018) |
| CE2 Expected quality | ||
| CE3 Expected demand | ||
| Perceived quality (PQ) | PQ1 Customer evaluation | Mascarellol et al. (2015), Kim et al. (2021), Prassida et al. (2021) |
| PQ2 Product safety | ||
| PQ3 Product integrity | ||
| PQ4 Propaganda authenticity | ||
| PQ5 Comprehensiveness of information | ||
| PQ6 Logistics speed | ||
| PQ7 Convenient return and exchange | ||
| PQ8 Timely handling of complaints | ||
| Perceived value (PV) | PV1 Transaction cost | Pan et al. (2017), Leong et al. (2019) |
| PV2 Shopping experience | ||
| PV3 Cost-value alignment | ||
| Customer satisfaction (CS) | CS1 Products and services | Caruana and Ewing (2010), Liang et al. (2021), Yao et al. (2022) |
| CS2 Overall experience | ||
| CS3 Demand satisfaction degree | ||
| Perceived product risk (PPR) | PPR1 Meet expectation | Khouryieh et al. (2019) |
| PPR2 Security risk | ||
| Perceived online shopping risk (POSR) | POSR1 Payment security | Park et al. (2017) Rouibah et al. (2016) |
| POSR2 Privacy security | ||
| POSR3 Consistent with picture and text |
| Constructs | Items | Sources |
|---|---|---|
| Corporate image (CI) | CI1 O2O online platform reputation | |
| CI2 O2O offline business reputation | ||
| Customer expectation (CE) | CE1 Expected experience | |
| CE2 Expected quality | ||
| CE3 Expected demand | ||
| Perceived quality (PQ) | PQ1 Customer evaluation | |
| PQ2 Product safety | ||
| PQ3 Product integrity | ||
| PQ4 Propaganda authenticity | ||
| PQ5 Comprehensiveness of information | ||
| PQ6 Logistics speed | ||
| PQ7 Convenient return and exchange | ||
| PQ8 Timely handling of complaints | ||
| Perceived value (PV) | PV1 Transaction cost | |
| PV2 Shopping experience | ||
| PV3 Cost-value alignment | ||
| Customer satisfaction (CS) | CS1 Products and services | |
| CS2 Overall experience | ||
| CS3 Demand satisfaction degree | ||
| Perceived product risk (PPR) | PPR1 Meet expectation | |
| PPR2 Security risk | ||
| Perceived online shopping risk (POSR) | POSR1 Payment security | |
| POSR2 Privacy security | ||
| POSR3 Consistent with picture and text |
Source(s): Authors’ own work
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