Quantitative analysis and pre-test results
| Items and coding | Component and factor loadings in EFA | In-depth interview result | Focused group interview result | Source | |||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | ||||
| 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 | |||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | ||||
| E-commerce site that supports customers to return items after delivery (RET1) | 0.873 | 3/3 | 14/15 | Adapted from | |||
| 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 | |||
| 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 | |||
| 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 | |||
| 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
As a benefit of your subscription, you can share temporary access to restricted articles.
Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.
Please sign in to your personal account to gift article access.
As a benefit of your subscription, you can share temporary access to restricted articles.
Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.
Gift articles remaining: --
Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.
Gift articles remaining: --
As a benefit of your subscription, you can share temporary access to restricted articles.
Each link will stop working after 30 days or 10 uses.
You have reached the limit of 10 links within a 30 day period.
Sharing content requires targeting cookies to be enabled. Please update your cookie preferences to use this feature.