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

Josephine D German; Anak Agung Ngurah Perwira Redi; Yogi Tri Prasetyo; Satria Fadil Persada; Ardvin Kester S Ong; Michael N Young; Reny Nadlifatin

doi:10.1016/j.jclepro.2022.131123

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

J Clean Prod. 2022 Apr 20:346:131123. doi: 10.1016/j.jclepro.2022.131123. Epub 2022 Mar 7.

Authors

Josephine D German^{1

2}, Anak Agung Ngurah Perwira Redi³, Yogi Tri Prasetyo¹, Satria Fadil Persada⁴, Ardvin Kester S Ong¹, Michael N Young¹, Reny Nadlifatin⁵

Affiliations

¹ School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila, 1002, Philippines.
² School of Graduate Studies, Mapúa University, 658 Muralla St., Intramuros, Manila, 1002, Philippines.
³ Industrial Engineering Department, BINUS Graduate Program - Master of Industrial Engineering, Bina Nusantara University, Jakarta, 11480, Indonesia.
⁴ Entrepreneurship Department, Binus Business School Undergraduate Program, Bina Nusantra University, Malang, 65154, Indonesia.
⁵ Department of Information System, Institut Teknologi Sepuluh Nopember (ITS), Surabaya, 60111, Indonesia.

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.

Keywords: Intention to choose; PEPB; Package delivery service; Pro-environmental activities; SERVQUAL.