The determinants of customers' intention to use smart lockers for last-mile deliveries. (July 2019)

• Record Type: Journal Article
• Authors: Yuen, Kum Fai; Wang, Xueqin; Ma, Fei; Wong, Yiik Diew
• Is Part Of: Journal of retailing and consumer services. Volume 49(2019)
• Page Start: 316
• Page End: 326
• Publication Date: 2019-07
• Subjects: Last-mile deliveries -- Smart lockers -- Structural equation modelling -- Customers' intention -- Resource matching attributes -- Perceived value -- Transaction costs; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2019.03.022
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: Anchored on the resource matching, perceived value, and transaction cost economics theories, this study analyses the determinants of customers' intention to use smart lockers for last-mile deliveries. Based on stratified sampling, survey data were collected from 230 smart locker users in China and analysed using structural equation modelling. The results show that the effects of convenience, privacy security, and reliability on customers' intention are fully mediated by perceived value and transaction costs. This study enriches theoretical research on self-service technologies in last-mile deliveries, offers insights into consumer behavioural research on computer–human interactions, and provides implications for transport policy. Highlights: Determinants of customers' intention to use smart lockers are examined. Cognitive, behavioural, and economic theories are adopted. Structural equation modelling is used to analyse the survey data. Convenience, privacy security, and reliability indirectly affect intention. Perceived value and transaction costs directly affect customers' intention.