The determinants of customers’ intention to use smart lockers for last-mile deliveries

• Main Authors: Yuen, Kum Fai, Wang, Xueqin, Ma, Fei, Wong, Yiik Diew
• Other Authors: School of Civil and Environmental Engineering
• Format: Article
• Language: English
• Published: 2021
• Subjects: Engineering::Civil engineering; Last-mile Deliveries; Smart Lockers
• Online Access: https://hdl.handle.net/10356/152188
• Institution: Nanyang Technological University

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.