Abstract

Purpose: Malaysia is grappling with a significant e-waste management challenge due to rapid population growth. Surprisingly, e-waste volumes expected to rise from 12,344 thousand units in 2016 to 24,504 thousand units by 2025. Low public engagement in recycling initiatives is a key issue, compounded by mobile distribution platforms with performance issues such as slow loading times, glitches, and unintuitive designs. Due to that, this study applies an extended E-SERVQUAL framework to assess the impact of mobile distribution platform features on e-waste recycling intentions and user satisfaction. Research design, data and methodology: A quantitative survey of 200 urban Generation Z individuals, aged 20 to 28, experienced in using recycling apps, was conducted and analysed using PLS-SEM. Results: The findings indicate that Privacy, System Availability, Fulfillment, and Green Knowledge significantly enhance User Satisfaction, while Efficiency has no direct impact. Indirectly, only Fulfillment through Green Knowledge positively influences User Satisfaction, with no significant effects observed for Privacy, System Availability, or Efficiency. Conclusions: This research highlights the importance of enhancing convenience via features such as easy access to recycling locations, scheduling pickups, and sending recycling reminders can increase participation. These insights provide practical recommendations for improving mobile distribution platforms to boost public engagement in e-waste recycling and foster sustainable behaviour.