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      Choosing a package carrier during COVID-19 pandemic: An integration of pro-environmental planned behavior (PEPB) theory and service quality (SERVQUAL)


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          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.

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                Author and article information

                J Clean Prod
                J Clean Prod
                Journal of Cleaner Production
                Elsevier Ltd.
                7 March 2022
                20 April 2022
                7 March 2022
                : 346
                : 131123
                [a ]School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila, 1002, Philippines
                [b ]School of Graduate Studies, Mapúa University, 658 Muralla St., Intramuros, Manila, 1002, Philippines
                [c ]Industrial Engineering Department, BINUS Graduate Program - Master of Industrial Engineering, Bina Nusantara University, Jakarta, 11480, Indonesia
                [d ]Entrepreneurship Department, Binus Business School Undergraduate Program, Bina Nusantra University, Malang, 65154, Indonesia
                [e ]Department of Information System, Institut Teknologi Sepuluh Nopember (ITS), Surabaya, 60111, Indonesia
                Author notes
                []Corresponding author. School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines.
                S0959-6526(22)00755-7 131123
                © 2022 Elsevier Ltd. All rights reserved.

                Since January 2020 Elsevier has created a COVID-19 resource centre with free information in English and Mandarin on the novel coronavirus COVID-19. The COVID-19 resource centre is hosted on Elsevier Connect, the company's public news and information website. Elsevier hereby grants permission to make all its COVID-19-related research that is available on the COVID-19 resource centre - including this research content - immediately available in PubMed Central and other publicly funded repositories, such as the WHO COVID database with rights for unrestricted research re-use and analyses in any form or by any means with acknowledgement of the original source. These permissions are granted for free by Elsevier for as long as the COVID-19 resource centre remains active.

                : 27 October 2021
                : 17 February 2022
                : 23 February 2022

                package delivery service,pro-environmental activities,intention to choose,pepb,servqual


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