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

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  • Yuen, Kum Fai
  • Wang, Xueqin
  • Ma, Fei
  • Wong, Yiik Diew

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.

Suggested Citation

  • Yuen, Kum Fai & Wang, Xueqin & Ma, Fei & Wong, Yiik Diew, 2019. "The determinants of customers’ intention to use smart lockers for last-mile deliveries," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 316-326.
    • Handle: RePEc:eee:joreco:v:49:y:2019:i:c:p:316-326
    DOI: 10.1016/j.jretconser.2019.03.022
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