IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v81y2024ics0969698924003448.html
   My bibliography  Save this article

Consumers’ usage of errand delivery services: The effects of service quality and consumer perception

Author

Listed:
  • Zhao, Jinjing
  • Liu, Qing
  • Lee, Min-Kyu
  • Qi, Guanqiu
  • Liu, Yanfeng

Abstract

Errand delivery services refer to a novel delivery form where individuals assist in receiving or distributing items for a certain fee. It has emerged due to consumption upgrading, the rise of the lazy economy, and especially the impact of epidemics such as the recent COVID-19 pandemic. This study aims to fill research gaps, a new second-order Q-ETAM structural equation model based on service quality and technology acceptance models constructed to investigate consumers' motivation to use errand delivery services and how service quality affects their perceptions, which in turn impacts their usage of these services. The results show that service quality and consumer perception significantly positively affect consumers' use of errand delivery services. Tangibles have the greatest effect among the second-order variables of errand delivery quality. Furthermore, consumers' perceived usefulness and ease of use significantly and positively mediate their intention to continue to use these services. In addition, consumers' perceived usefulness and intention to continue using errand delivery services play a significant chain mediating role. This study explores the external and internal factors affecting the usage of errand delivery services from the consumer's perspective and comprehensively explains these motivating factors. The research findings provide insights into errand delivery platforms' design, management strategies, and potential service expansion. These findings can enable enterprises to attract consumers, enhance satisfaction, and better compete in the last-mile delivery landscape, ultimately benefiting both the consumers and businesses participating in the courier delivery ecosystem.

Suggested Citation

  • Zhao, Jinjing & Liu, Qing & Lee, Min-Kyu & Qi, Guanqiu & Liu, Yanfeng, 2024. "Consumers’ usage of errand delivery services: The effects of service quality and consumer perception," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  • Handle: RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924003448
    DOI: 10.1016/j.jretconser.2024.104048
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698924003448
    Download Restriction: Full text for ScienceDirect subscribers only

    File URL: https://libkey.io/10.1016/j.jretconser.2024.104048?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Zhen-Hua Che & Tzu-An Chiang & Yun-Jhen Luo, 2022. "Multiobjective Optimization for Planning the Service Areas of Smart Parcel Locker Facilities in Logistics Last Mile Delivery," Mathematics, MDPI, vol. 10(3), pages 1-22, January.
    2. Israr Qureshi & Yulin Fang & Elaine Ramsey & Patrick McCole & Patrick Ibbotson & Deborah Compeau, 2009. "Understanding online customer repurchasing intention and the mediating role of trust – an empirical investigation in two developed countries," European Journal of Information Systems, Taylor & Francis Journals, vol. 18(3), pages 205-222, June.
    3. Armstrong, J. Scott & Morwitz, Vicki G. & Kumar, V., 2000. "Sales forecasts for existing consumer products and services: Do purchase intentions contribute to accuracy?," International Journal of Forecasting, Elsevier, vol. 16(3), pages 383-397.
    4. Jiang Li & Qiao Pan & You Peng & Tao Feng & Shaobo Liu & Xiaoxi Cai & Chixing Zhong & Yicheng Yin & Wenbo Lai, 2020. "Perceived Quality of Urban Wetland Parks: A Second-Order Factor Structure Equation Modeling," Sustainability, MDPI, vol. 12(17), pages 1-15, September.
    5. Dey, Bikash Koli & Sarkar, Mitali & Chaudhuri, Kripasindhu & Sarkar, Biswajit, 2023. "Do you think that the home delivery is good for retailing?," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    6. Hong, Seock-Jin & Choi, Dongho & Chae, Junjae, 2020. "Exploring different airport users’ service quality satisfaction between service providers and air travelers," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    7. Ivan Cardenas & Yari Borbon-Galvez & Thomas Verlinden & Eddy Van de Voorde & Thierry Vanelslander & Wouter Dewulf, 2017. "City logistics, urban goods distribution and last mile delivery and collection," Competition and Regulation in Network Industries, , vol. 18(1-2), pages 22-43, March.
    8. Koufteros, Xenophon & Babbar, Sunil & Kaighobadi, Mehdi, 2009. "A paradigm for examining second-order factor models employing structural equation modeling," International Journal of Production Economics, Elsevier, vol. 120(2), pages 633-652, August.
    9. Liu, Yanfeng & Cai, Lanhui & Ma, Fei & Wang, Xueqin, 2023. "Revenge buying after the lockdown: Based on the SOR framework and TPB model," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    10. Schminke, Marshall & Cropanzano, Russell & Rupp, Deborah E., 2002. "Organization structure and fairness perceptions: The moderating effects of organizational level," Organizational Behavior and Human Decision Processes, Elsevier, vol. 89(1), pages 881-905, September.
    11. Ramkumar, M. & Schoenherr, Tobias & Wagner, Stephan M. & Jenamani, Mamata, 2019. "Q-TAM: A quality technology acceptance model for predicting organizational buyers’ continuance intentions for e-procurement services," International Journal of Production Economics, Elsevier, vol. 216(C), pages 333-348.
    12. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    13. Joanna Ejdys & Aleksandra Gulc, 2020. "Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service," Sustainability, MDPI, vol. 12(21), pages 1-18, October.
    14. Pedro Amorim & Nicole DeHoratius & Fredrik Eng-Larsson & Sara Martins, 2024. "Customer Preferences for Delivery Service Attributes in Attended Home Delivery," Management Science, INFORMS, vol. 70(11), pages 7559-7578, November.
    15. Holdack, Eric & Lurie-Stoyanov, Katja & Fromme, Harro Fabian, 2022. "The role of perceived enjoyment and perceived informativeness in assessing the acceptance of AR wearables," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    16. Niousha Shahidi & Vesselina Tossan & Stéphane Bourliataux-Lajoinie & Silvia Cacho-Elizondo, 2022. "Behavioural intention to use a contact tracing application: The case of StopCovid in France," Post-Print hal-03666263, HAL.
    17. Malaquias, Rodrigo F. & Hwang, Yujong, 2019. "Mobile banking use: A comparative study with Brazilian and U.S. participants," International Journal of Information Management, Elsevier, vol. 44(C), pages 132-140.
    18. Chauhan, Ruchi & Majumder, Arunava & Kumar, Varun, 2023. "The impact of adopting customization policy and sustainability for improving consumer service in a dual-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    19. Lovemore Chikazhe & Charles Makanyeza & Nicholas Z. Kakava, 2022. "The effect of perceived service quality, satisfaction and loyalty on perceived job performance: perceptions of university graduates," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 32(1), pages 1-18, January.
    20. Yeo, Vincent Cheow Sern & Goh, See-Kwong & Rezaei, Sajad, 2017. "Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 150-162.
    21. Omar, Suha & Mohsen, Kholoud & Tsimonis, Georgios & Oozeerally, Adam & Hsu, Jen-Hsien, 2021. "M-commerce: The nexus between mobile shopping service quality and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    22. Li, Xue & Tan, Alexander Jun Hao & Wang, Xueqin & Yuen, Kum Fai, 2023. "Investigating gig workers’ commitment to crowdsourced logistics platforms: Fair employment and social exchange perspectives," Technology in Society, Elsevier, vol. 74(C).
    23. Kumar, Vikas & Ayodeji, Ogunmola Gabriel, 2021. "E-retail factors for customer activation and retention: An empirical study from Indian e-commerce customers," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    24. Chi, Ting, 2018. "Understanding Chinese consumer adoption of apparel mobile commerce: An extended TAM approach," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 274-284.
    25. Dischner, Simon, 2015. "Organizational structure, organizational form, and counterproductive work behavior: A competitive test of the bureaucratic and post-bureaucratic views," Scandinavian Journal of Management, Elsevier, vol. 31(4), pages 501-514.
    26. Ramon Palau-Saumell & Santiago Forgas-Coll & Javier Sánchez-García & Emilio Robres, 2019. "User Acceptance of Mobile Apps for Restaurants: An Expanded and Extended UTAUT-2," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    27. Li, Jianfei & Li, Bei & Shen, Yang & Tang, Kun, 2022. "Study on the steady state of the propagation model of consumers’ perceived service quality in the community group-buying," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    28. Abbas Mardani & Ahmad Jusoh & Katarzyna Halicka & Joanna Ejdys & Andrzej Magruk & Ungku Norulkamar U. Ahmad, 2018. "Determining the utility in management by using multi-criteria decision support tools: a review," Economic Research-Ekonomska Istraživanja, Taylor & Francis Journals, vol. 31(1), pages 1666-1716, January.
    29. Huang, Yung-Chuan, 2023. "Integrated concepts of the UTAUT and TPB in virtual reality behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    30. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    31. Liu, Yanfeng & Li, Xue & Yuen, Kum Fai, 2023. "Revenge buying: The role of negative emotions caused by lockdowns," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    32. Naeem, Muhammad & Ozuem, Wilson, 2021. "The role of social media in internet banking transition during COVID-19 pandemic: Using multiple methods and sources in qualitative research," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    33. Peppel, Marcel & Ringbeck, Jürgen & Spinler, Stefan, 2022. "How will last-mile delivery be shaped in 2040? A Delphi-based scenario study," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Liu, Chih-Hsing & Dong, Tse-Ping & Vu, Ho Tran, 2023. "Transformed virtual concepts into reality: Linkage the viewpoint of entrepreneurial passion, technology adoption propensity and advantage to usage intention," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    2. Ghulam Mustafa & Richard Glavee-Geo & Kjell Gronhaug & Hanan Saber Almazrouei, 2019. "Structural Impacts on Formation of Self-Efficacy and Its Performance Effects," Sustainability, MDPI, vol. 11(3), pages 1-24, February.
    3. Prakash Singh & Lokesh Arora & Abdulaziz Choudhry, 2022. "Consumer Behavior in the Service Industry: An Integrative Literature Review and Research Agenda," Sustainability, MDPI, vol. 15(1), pages 1-30, December.
    4. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    5. Aslam, Usman, 2023. "Understanding the usability of retail fashion brand chatbots: Evidence from customer expectations and experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    6. Das, Manoj & Ramalingam, Mahesh, 2022. "What drives product involvement and satisfaction with OFDs amid COVID-19?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    7. Swapan Kumar Saha & Guijun Zhuang & Sihan Li, 2020. "Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh," Sustainability, MDPI, vol. 12(3), pages 1-22, February.
    8. Sohani, Sahar & Barman, Tuli & Sarkar, Biswajit & Gunasekaran, Angappa & Pareek, Sarla, 2024. "Retail management policy through firefly algorithm under uncertainty using Dempster-Shafer theory for production firm," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    9. Zhu, Tengteng & Zhang, Lu & Zeng, Chuhong & Liu, Xin, 2022. "Rethinking value co-creation and loyalty in virtual travel communities: How and when they develop," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
    10. Akram, Umair & Ansari, Aisha Rehman & Fu, Guoqun & Junaid, Muhammad, 2020. "Feeling hungry? let's order through mobile! examining the fast food mobile commerce in China," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    11. Omar, Suha & Mohsen, Kholoud & Tsimonis, Georgios & Oozeerally, Adam & Hsu, Jen-Hsien, 2021. "M-commerce: The nexus between mobile shopping service quality and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    12. Wang, Bin & Xie, Fengyuan & Kandampully, Jay & Wang, Jin, 2022. "Increase hedonic products purchase intention through livestreaming: The mediating effects of mental imagery quality and customer trust," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
    13. Shang, Dawei & Wu, Weiwei, 2022. "Does green morality lead to collaborative consumption behavior toward online collaborative redistribution platforms? Evidence from emerging markets shows the asymmetric roles of pro-environmental self," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    14. Fabusuyi, Tayo & Twumasi-Boakye, Richard & Broaddus, Andrea & Fishelson, James & Hampshire, Robert Cornelius, 2020. "Estimating small area demand for online package delivery," Journal of Transport Geography, Elsevier, vol. 88(C).
    15. Sarkar, Biswajit & Dey, Bikash Koli & Ma, Jin-Hee & Sarkar, Mitali & Guchhait, Rekha & Ahn, Young-Hyo, 2024. "Does outsourcing enhance consumer services and profitability of a dual-channel retailing?," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    16. Kumar, Aman & Shankar, Amit, 2024. "Building a sustainable future with enterprise metaverse in a data-driven era: A technology-organization-environment (TOE) perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    17. Kimiagari, Salman & Asadi Malafe, Neda Sharifi, 2021. "The role of cognitive and affective responses in the relationship between internal and external stimuli on online impulse buying behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    18. Akram, Umair & Ansari, Aisha Rehman & ulhaq, Irfan & Yan, Chen, 2023. "Cosmetics makers have always sold ‘hope in a jar’! Understanding the cosmetics purchase intention in the Chinese mobile commerce environment," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    19. Wang, Linqiang & Feng, Xiuhuan & Zang, Luning, 2024. "Does risk perception influence individual investors' crowdfunding investment decision-making behavior in the metaverse tourism?," Finance Research Letters, Elsevier, vol. 62(PA).
    20. Daniel, Christopher & Hernandez, Tony, 2024. "What retail apocalypse? A Delphi forecast of commercial space demand in the Toronto region," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924003448. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.