Choosing a package carrier during COVID-19 pandemic: An integration of pro-environmental planned behavior (PEPB) theory and service quality (SERVQUAL)
| Keyword | Intention to choose; Package delivery service; PEPB; Proenvironmental activities; SERVQUAL |
| Authors | German J.D., Redi A.A.N.P., Prasetyo Y.T., Persada S.F., Ong A.K.S., Young M.N., Nadlifatin R. |
| satria.fadil@binus.ac.id | |
| Published Year | 2022 |
Abstract
Sustainability and safety have become the two most important considerations of consumers of
the current century. The limited movement of consumers and significant shift to online
business as effects of the current health pandemic led to an increased demand for package
delivery services worldwide. This study investigated the factors that influence the intention of
consumers in the Philippines to choose a package delivery or carrying service during the
COVID-19 pandemic using the integrated pro-environmental planned behavior (PEPB) theory
and service quality (SERVQUAL). An online questionnaire was distributed as the instrument
data collection, and 400 respondents who have utilized the package delivery service during
the pandemic participated in the study. The theoretical model was examined using the partial
least square structural equation modeling (PLS-SEM) with higher-order constructs. Testing the
different parameters of structural model, measurement model, and the model fit presented
values within the threshold. Moreover, the HTMT and Fornell & Larcker discriminant validity
analysis was performed to determine the overall fit of the constructs of the model. These tests
demonstrated the acceptability of the model. The findings revealed that perceived
environmental concern, perceived authority support, subjective norm, attitude, service
quality, customer perceived value, and customer satisfaction significantly influence the
consumer’s intention to choose a package delivery service during the pandemic. The
consumers’ perception of pro-environmental activities was also an essential contributor since
perceived environmental concern and perceived authority support indirectly affect behavior
intention. The findings contribute to developing and validating an integrated model on
sustainability and service quality in package delivery services. The study also provides
suggestions to service providers to ensure quality and safety on package delivery during the
pandemic. © 2022 Elsevier Ltd