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Consumer perceptions to support IoT based smart parcel locker logistics in China

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  • Tang, Yuk Ming
  • Chau, Ka Yin
  • Xu, Duo
  • Liu, Xiaoyun

Abstract

In recent years, the adoption of Internet of Things (IoT) based smart parcel lockers has developed very rapidly in Asia due to the wider applications from retailers, e-commerce companies, logistics companies, and consumers. The revolution of smart technologies has transformed the traditional way of last-mile delivery from logistics outlets to IoT-based parcel lockers due to the flexibility, convenience, and 24/7 accessibility. However, there are still many obstacles affecting the transformation of last-mile delivery especially in consumers perceptions towards the smart technologies. Therefore, in this study, we performed research based on the theory of service quality and customer satisfaction in the adoption of relevant technologies. This article divides the smart parcel lockers' service quality into five dimensions: service price, service reliability, convenience, fault handling capability, and service diversity. In this study, 272 valid questionnaires were collected from China to investigate consumer satisfaction with the smart parcel locker services. Statistical analysis, including the reliability and validity, was performed, followed by confirmatory factor analysis (CFA). The correlation between variables and the degree of influence on customer satisfaction and regression analysis was also undertaken in this study. The results revealed that the service price does not positively affect consumer satisfaction, and the other four underlying factors have a positive effect on consumer satisfaction. This research has significant impacts by determining the parcel lockers' core factors so as to foster the further development of last-mile services in the future.

Suggested Citation

  • Tang, Yuk Ming & Chau, Ka Yin & Xu, Duo & Liu, Xiaoyun, 2021. "Consumer perceptions to support IoT based smart parcel locker logistics in China," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    • Handle: RePEc:eee:joreco:v:62:y:2021:i:c:s0969698921002253
    DOI: 10.1016/j.jretconser.2021.102659
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    5. Nguyen Hong Quan & Nguyen Thi Binh & Bui Thi Ly, 2022. "Impact of smart locker use on customer satisfaction of online shoppers in Vietnam," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-11, December.
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    7. Massimo Di Gangi & Antonio Polimeni & Orlando Marco Belcore, 2023. "Freight Distribution in Small Islands: Integration between Naval Services and Parcel Lockers," Sustainability, MDPI, vol. 15(9), pages 1-15, May.
    8. Chen, Liuyan & Wu, Pengkun & Dou, Yudan & Wu, Yuanyuan, 2023. "Investigating senders’ switching intention to smart lockers: An extension of push-pull-mooring model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    9. Jung-Fa Tsai & Hong-Ngoc Ngo & Zhen-Hua Che & Ming-Hua Lin, 2024. "Sustainable Solutions in E-Commerce: An Examination of Customer Acceptance of Automated Delivery Stations in Vietnam," Sustainability, MDPI, vol. 16(11), pages 1-16, May.
    10. Katarzyna Kolasińska-Morawska & Łukasz Sułkowski & Piotr Buła & Marta Brzozowska & Paweł Morawski, 2022. "Smart Logistics—Sustainable Technological Innovations in Customer Service at the Last-Mile Stage: The Polish Perspective," Energies, MDPI, vol. 15(17), pages 1-33, September.
    11. Amankou, Kunomboua Anicet Cyrille & Guchhait, Rekha & Sarkar, Biswajit & Dem, Himani, 2024. "Product-specified dual-channel retail management with significant consumer service," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).

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