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Last-Mile Delivery Methods in E-Commerce: Does Perceived Sustainability Matter for Consumer Acceptance and Usage?

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  • Patrick Klein

    (Department of Business Administration, in particular Retail Management, Saarland University, 66123 Saarbruecken, Germany)

  • Bastian Popp

    (Department of Business Administration, in particular Retail Management, Saarland University, 66123 Saarbruecken, Germany)

Abstract

Sustainability has gained significant importance in e-commerce, as it impacts both consumer behavior and company success. This paper contributes to the literature on sustainability in e-commerce by studying the perceived sustainability of three common last-mile delivery methods (home delivery, parcel lockers, and click and collect) and other drivers of consumers’ acceptance of each delivery method (perceived costs, convenience). Based on a review of the relevant literature, a conceptual model integrating key determinants of consumers’ attitudes to delivery methods and their intention to use them is derived and tested using a sample of 536 German online buyers. The results demonstrate that perceived ease of use and perceived usefulness increase the acceptance of the delivery methods, whereas perceived costs constrain it. The findings reveal significant influences of perceived sustainability on the acceptance of the delivery methods, which vary between its three components (environmental, economic, and social) and regarding the delivery method. Retailers and collaborating parcel delivery services are advised to continue making last-mile delivery methods more convenient. However, they are also advised to implement standards in terms of environmental and social sustainability and inform customers about their efforts regarding sustainable last-mile delivery to build a competitive advantage in omni-channel retailing.

Suggested Citation

  • Patrick Klein & Bastian Popp, 2022. "Last-Mile Delivery Methods in E-Commerce: Does Perceived Sustainability Matter for Consumer Acceptance and Usage?," Sustainability, MDPI, vol. 14(24), pages 1-27, December.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:24:p:16437-:d:997480
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    2. Li, Zhaotong & Wu, Min & Teo, Chee-Chong & Yuen, Kum Fai, 2024. "An investigation of consumer switching intention on the use of automated courier station from a signaling perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    3. Yu, Vincent F. & Aloina, Grace & Eccarius, Timo, 2023. "Adoption intentions of home-refill delivery service for fast-moving consumer goods," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 171(C).

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