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. 2023 Feb;30(6):14365-14384.
doi: 10.1007/s11356-022-23173-8. Epub 2022 Sep 24.

Is it an opportunity? COVID-19's effect on the green supply chains, and perceived service's quality (SERVQUAL): the moderate effect of big data analytics in the healthcare sector

Moustafa Mohamed Nazief Haggag Kotb Kholaif  1 , Ming Xiao  2
Affiliations

Is it an opportunity? COVID-19's effect on the green supply chains, and perceived service's quality (SERVQUAL): the moderate effect of big data analytics in the healthcare sector

Moustafa Mohamed Nazief Haggag Kotb Kholaif et al. Environ Sci Pollut Res Int. 2023 Feb.

Abstract

This study examines the relationship between uncertainty-fear toward COVID-19, green supply chain management (GSCM), and perceived service quality based on the five dimensions service quality model (SERVQUAL). It also tests the moderating effect of big data analytics (BDA) capabilities. Based on a sample of 300 healthcare managers and customers, we used partial least squares structural equation modeling to analyze the data and test our hypotheses. The empirical results show that the uncertainty-fear toward COVID-19 positively affects GSCM. Also, BDA moderates the relationship between uncertainty-fear toward COVID-19 and GSCM. GSCM positively impacts service quality (empathy, responsiveness, and assurance) but not reliability or tangible items. In addition, GSCM significantly mediates the relationship between uncertainty-fear toward COVID-19 and services' empathy, responsiveness, and assurance. However, it has an insignificant mediation effect regarding reliability and tangible-item dimensions.

Keywords: Big data analytics; COVID-19; Green supply chain management; Service quality model (SERVQUAL); Uncertainty-fear.

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Conflict of interest statement

The authors declare no competing interests.

Figures

Fig. 1
Fig. 1
Hypotheses development, and research framework
Fig. 2
Fig. 2
Hypothesis testing; bootstrapping; direct and indirect effect results
Fig. 3
Fig. 3
BDA’s moderating effect on the correlation between uncertainty-fear toward COVID-19 and GSCM
See this image and copyright information in PMC

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