An investigation of customers’ intention to use self-collection services for last-mile delivery

• Main Authors: Yuen, Kum Fai, Wang, Xueqin, Ng, Wendy Li Ting, Wong, Yiik Diew
• Other Authors: School of Civil and Environmental Engineering
• Format: Article
• Language: English
• Published: 2018
• Subjects: Last-mile Delivery; DRNTU::Engineering::Civil engineering; Self-collection
• Online Access: https://hdl.handle.net/10356/89986; http://hdl.handle.net/10220/46481
• Institution: Nanyang Technological University

Anchored on Innovation Diffusion Theory (IDT), this paper analyses customers' intention to use self-collection as a last-mile delivery method. Characteristics of innovation were hypothesised to be key factors influencing cus- tomers' intention to use self-collection services. Demographic characteristics were also tested. Survey data were collected from 164 consumers located in Singapore and analysed using hierarchical regression analysis. The re- sults show that among the five key characteristics of innovation, relative advantage, compatibility and trialability positively influence customers' intention to use self-collection services. It is also found that the pre-eminent step to improve customers' intention is to integrate self-collection into consumers’ lifestyle, values and needs. In addition, self-collection services should be marketed in a manner that confers a clear advantage over other last-mile de- livery methods. This paper enriches the literature on IDT as well as the management and design of self-collection services for last-mile delivery.