Sustainable crowdsourced delivery: a study of technological, health, value, and trust antecedents of consumer loyalty

• Main Authors: Yuen, Kum Fai, Koh, Le Yi, Wong, Ying Qi, Wang, Xueqin
• Other Authors: School of Civil and Environmental Engineering
• Format: Article
• Language: English
• Published: 2024
• Subjects: Engineering; Crowdsourced delivery; COVID-19 pandemic
• Online Access: https://hdl.handle.net/10356/174551
• Institution: Nanyang Technological University

Crowdsourced delivery has various advantages over conventional delivery methods, including a decrease in emissions and road congestion. These benefits grow as consumer loyalty is established due to network externalities. This study seeks to identify the factors influencing customer loyalty to crowdsourced delivery through the unified theory of acceptance and use of technology, the health belief model, the perceived value theory, and the trust theory. First, a questionnaire was administered to 500 respondents in Singapore, and the data was analyzed using structural equation modeling. The findings show that technology and health belief constructs have direct impacts on the perceived value of crowdsourced delivery, while perceived value has direct and indirect effects on consumer loyalty through trust. Overall, this study contributes to the literature theoretically and practically by developing a paradigm for understanding the growth of customer loyalty to crowdsourced delivery from the perspectives of consumers and health beliefs. It also offers operators and policymakers concrete areas for improvement in resource allocation, security, and marketing to increase overall consumer loyalty to crowdsourced delivery.