Table 2 Quantitative analysis and...

Table 2

Quantitative analysis and pre-test results

Items and coding	Component and factor loadings in EFA				In-depth interview result	Focused group interview result	Source
Items and coding	1	2	3	4	In-depth interview result	Focused group interview result	Source
E-commerce site that supports customers to return items after delivery (RET1)	0.873				3/3	14/15	Adapted from Xing and Grant (2006)
E-commerce site that supports customers to exchange items after delivery (RET2)	0.851				3/3	13/15
It’s easy to exchange/return items when shopping at e-commerce sites (RET3)	0.767				2/3	13/15
I think the collection of exchange/return items is done quickly (RET4)	0.803				3/3	12/15
Orders are always fulfilled (CON1)				0.811	3/3	15/15	Adapted from Murfield et al. (2017), Xing and Grant (2006), Rabinovich and Bailey (2004)
Orders made correctly (CON2)				0.861	3/3	15/15
The item in the order is always delivered without loss (quantity, quality) (CON3)				0.731	3/3	15/15
Items to buy are always available (AVA1)		0.686			3/3	15/15	Adapted from Murfield et al. (2017), Rao et al. (2011), Xing and Grant (2006)
When out of stock, items to be purchased are quickly replenished (AVA2)		0.774			3/3	13/15
When out of stock, replacement items are always available (AVA3)		0.698			3/3	14/15
E-commerce site with many delivery options (AVA4)		0.794			2/3	12/15
Customers can track the delivery of orders (AVA5)		0.647			3/3	14/15
The delivery is done quickly (TIM1)			0.719		3/3	15/15	Adapted from Murfield et al. (2017), Griffs et al. (2012), Xing and Grant (2006), Rabinovich and Bailey (2004)
The delivery date of the order is clearly/specifically defined (TIM2)			0.844		3/3	13/15
Customers can choose/suggest the time of day to deliver the order (TIM3)			0.677		3/3	12/15
Deliveries are completed on time (TIM4)			0.847		3/3	15/15
Cronbach alpha (α) value	0.866	0.800	0.781	0.785
Eigenvalues	4.415	2.419	2.057	1.668
KMO = 0.695
Sig of Bartlett test = 0.000
The total variance = 65.993%

Items and coding	Component and factor loadings in EFA				In-depth interview result	Focused group interview result	Source
Items and coding	1	2	3	4	In-depth interview result	Focused group interview result	Source
E-commerce site that supports customers to return items after delivery (RET1)	0.873				3/3	14/15	Adapted from Xing and Grant (2006)
E-commerce site that supports customers to exchange items after delivery (RET2)	0.851				3/3	13/15
It’s easy to exchange/return items when shopping at e-commerce sites (RET3)	0.767				2/3	13/15
I think the collection of exchange/return items is done quickly (RET4)	0.803				3/3	12/15
Orders are always fulfilled (CON1)				0.811	3/3	15/15	Adapted from Murfield et al. (2017), Xing and Grant (2006), Rabinovich and Bailey (2004)
Orders made correctly (CON2)				0.861	3/3	15/15
The item in the order is always delivered without loss (quantity, quality) (CON3)				0.731	3/3	15/15
Items to buy are always available (AVA1)		0.686			3/3	15/15	Adapted from Murfield et al. (2017), Rao et al. (2011), Xing and Grant (2006)
When out of stock, items to be purchased are quickly replenished (AVA2)		0.774			3/3	13/15
When out of stock, replacement items are always available (AVA3)		0.698			3/3	14/15
E-commerce site with many delivery options (AVA4)		0.794			2/3	12/15
Customers can track the delivery of orders (AVA5)		0.647			3/3	14/15
The delivery is done quickly (TIM1)			0.719		3/3	15/15	Adapted from Murfield et al. (2017), Griffs et al. (2012), Xing and Grant (2006), Rabinovich and Bailey (2004)
The delivery date of the order is clearly/specifically defined (TIM2)			0.844		3/3	13/15
Customers can choose/suggest the time of day to deliver the order (TIM3)			0.677		3/3	12/15
Deliveries are completed on time (TIM4)			0.847		3/3	15/15
Cronbach alpha (α) value	0.866	0.800	0.781	0.785
Eigenvalues	4.415	2.419	2.057	1.668
KMO = 0.695
Sig of Bartlett test = 0.000
The total variance = 65.993%

Source(s): Authors’ own creation

[ViewLarge]

Sharing Unavailable