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Understanding consumers’ behavior to adopt self-service parcel services for last-mile delivery
Abstract
Self-service parcel delivery service has been favored by E-commerce retailers as an effective solution to the “last-mile” delivery, and consumers' adoption behavior is the key point to apply this emerging technology. The aim of the present study is to empirically test the influence of psychological factors on online consumers’ behavioral intention to adopt it. An extended UTAUT model is developed and 525 structured questionnaires were collected. Empirical results demonstrate that performance expectancy, effort expectancy, social influence and facilitating conditions are positive determinants, while perceived risk was negatively factor to behavioral intention. The difference in the behavioral intention among demographic groups was examined as it might provide an opportunity for developing a new strategy to promote the application of self-service parcel delivery service for last-mile delivery.
... Most of these studies are primarily based on the developed countries like Australia, Europe and South America (Wang, Jie, & Abareshi, 2015). Afterward, two studies were found from Asia (Zhou et al., 2020). As a South Asian country, Bangladesh is densely populated with 160 people of which 100 million people are internet users (BTRC, 2020). ...
... Second, the study would like to offer some unexplored variables like CS, tracking and shipping in the UTAUT model which has not been studied in earlier studies. previous studies only focused solely on the UTAUT model regarding the adoption of eCourier (Wang et al., 2015;Zhou et al., 2020), whereas adding some additional variables from the perspective of developing nations will add some value in logistics research domain, and which were ignored in many studies (Zhou et al., 2020). Third, in developing countries, people are less interested in changing their adoption behavior. ...
... Second, the study would like to offer some unexplored variables like CS, tracking and shipping in the UTAUT model which has not been studied in earlier studies. previous studies only focused solely on the UTAUT model regarding the adoption of eCourier (Wang et al., 2015;Zhou et al., 2020), whereas adding some additional variables from the perspective of developing nations will add some value in logistics research domain, and which were ignored in many studies (Zhou et al., 2020). Third, in developing countries, people are less interested in changing their adoption behavior. ...
Purpose
The purpose of this paper is to understand the determinants affecting the adoption behavior of eCourier services and to establish a moderating role of resistance to change between behavioral intention and actual usage behavior.
Design/methodology/approach
Data were collected through a survey questionnaire that was distributed to the eCourier users. A total of 260 collected data were analyzed by using structural equation modeling.
Findings
The results of the study demonstrate that all the factors considered for the study have a significant impact on the adoption of eCourier except social influence and customer service. The results also confirm that there is no moderating effect of resistance to change in the relationship between behavioral intention and actual usage.
Practical implications
This research provides theoretical contribution by extending the practical knowledge focusing on the adoption intention of eCourier, and actual usage behavior using Unified Theory of Acceptance and Use of Technology model—a pertinent and unresearched topic in the existing literature that presents a number of potential avenues for further study.
Originality/value
This study provides a general understanding of consumers in underdeveloped nations and advances earlier research on the usage of e-commerce in the courier sector.
... Analogous to "subjective norm" of TPB, this construct relies on the social and public image of the customer. Customers are more open to accepting new technology, such as drone/ autonomous vehicle parcel deliveries, if family, friends, and/or their social influences use the service and recommend it [17,39,48,49]. Yet, in situations, such as mountain rescue operations [47], SI was not found to be a significant influencing factor. ...
... It is the perception of resources (such as smartphones, apps, landing space, and know-how) and support that is available to perform a task where customers have unrestrained access to information and tools that will enable them to use drones for food deliveries. Earlier research on autonomous vehicles/drones for last-mile deliveries and transport found that FC positively impacted attitude and behavioral intention [39,49,52]. Similar findings were reported in other settings, such as drone rescues [47] and 3D printing [53]. ...
... Social influence and hedonic motivation were also seen to have a positive influence on attitude toward drone deliveries in compliance with findings by Kim and Hwang [17], Kim and Chung [48], and Zhou et al. [49] confirming the positive impression of family, friends, and/or social influences on attitude formation. The next decisive factor was hedonic motivation. ...
As the food delivery sector grows in importance, new delivery modes to address service issues, such as costs, swift delivery, and environmental concerns, are being researched. However, research on drone-based food delivery services is still lacking, especially in the Indian context, which the current study aims to address. The study furthered the UTAUT2 model with additional perceived risk and price sensitivity constructs. Quantitative, cross-sectional data was collected nationwide using convenience sampling through online survey questionnaires. The 323 responses were analyzed using the partial least square-structural equation modeling method. The results identified effort expectancy, social influence, and hedonic motivation as significant predictors of attitude and behavioral intention. In an emerging economy with a vast consumer base, this study may offer a preliminary standpoint for understanding the consumer perspective on drone food deliveries. The findings of this study might be necessary for businesses that deal with food delivery logistics as a point of view to formulate successful strategies.
... Over the past few years, more researchers have investigated how consumers adopt parcel lockers as last-mile delivery services. For example, a study by (Yuen et al., , 2019Chen et al., 2018;Mohamad & Ngah, 2022;Zhou et al., 2020;Wang et al., 2018Wang et al., , 2020Chen et al., 2020;Tsai & Tiwasing, 2021). In the researcher's knowledge, no studies examine resistance to change in parcel locker acceptance studies. ...
... This study defines PE as consumers' expectation that parcel lockers can help in receiving and sending express parcels easier (Venkatesh et al., 2003). Performance Expectancy has been seen to influence the willingness to adopt technology in numerous services like mobile learning, e-healthcare, autonomous delivery vehicles, e-wallets and express delivery services, as seen in numerous technology adoption studies (Arfi et al., 2021;Esawe, 2022;Zhou et al., 2020;Zhong et https://doi.org/10.15405/epsbs.2023.11.02.6 Corresponding Author: Fazeeda Mohamad Selection and peer-review under responsibility of the Organizing Committee of the conference eISSN: 2357-133073 al., 2022Chao, 2019;Kapser, 2019). Thus, H1 is introduced to examine how performance expectation affects the desire to use parcel locker: H1: There is a positive relationship between performance expectancy and consumers' intentions Effort expectancy (EE): In the context of this research, effort expectancy pertains to consumers' perceptions that using parcel lockers is easy. ...
... Thus, H1 is introduced to examine how performance expectation affects the desire to use parcel locker: H1: There is a positive relationship between performance expectancy and consumers' intentions Effort expectancy (EE): In the context of this research, effort expectancy pertains to consumers' perceptions that using parcel lockers is easy. Effort expectancy has a significant impact on several technological advancements, including self-service deliveries (Zhou et al., 2020), exoskeletons (Elprama et al., 2020) and mobile apps (Wut et al., 2021). Although using a parcel locker requires the customer to be actively involved in the delivery process, using a parcel locker is easy and does not require high-tech knowledge and skills. ...
... However, there are only few studies contributes to conceptual framework of how innovation of LML is adopted by costumers. Body of theories such as perceived value and transaction cost of economics , unified theory of acceptance and use of technology (Zhou et al., 2020), SSTQUAL (Xueqin , diffusion of innovation and theory of reasoned act (Xueqin Wang et al., 2018a), and mental accounting and consumer behavior (Nguyen et al., 2019) have been used to understanding the process of how costumers are willing to participate in LML. The aim of this paper is to provide systematic review literature of the LML innovations with specific objectives in identifying the components making up the process of adoption and understanding how customers are willing to change their behaviors from passive to active receivers. ...
... Theory of innovation and diffusion (DOI) explain consumers' attributes toward innovation characteristics which are significant antecedent of their adoption towards intention to use it while theory of technology acceptance (TAM-UTAUT) are predictors to describe behavioral intent of technology adoption (Zhou et al., 2020). These two perspectives are modified and combined to identify the importance of underlining the necessity to focus not only on the innovation characteristics but also how these are brought about to the consumers and how the they feel about them (Xueqin Wang et al., 2018a). ...
... Wang et al., 2018b) and external factors (delivery attributes), when it comes to deciding to use LML innovation, consumers' perceived compatibility, complexity and trialability affect the consumers' decision. In the meantime, the newly developed UTAUT focuses how perception or customer's subjective feelings are influenced by emotional and cognitive factors (Zhou et al., 2020). The current model of diffusion innovation theory incorporate compatibility, relative advantage, compatibility, trialability, observability, and complexity. ...
Last mile logistics refers to the final stage of the delivery process where products are transported from a distribution center to the end customer. In recent years, advancements in technology and changes in consumer behavior have led to an increased focus on last mile logistics. However, last mile logistics pose challenges due to its complexity and uncertainty affecting both the firms or logistics service providers and the customers. Studies focusing on achieving efficient last mile logistics have gained attention from scholars while research discussing factors affecting customer’s adoption on last mile logistics innovation remain scant. This conceptual paper aims to explore the factors that influence customer adoption of last mile logistics through a systematic literature review of selected 21 papers from reputable journals. The papers were analyzed and resulted in three broad categories of perspectives discussing factors considered by customers to adopt last mile logistics innovation. Future studies are recommended to address issues not covered in this study.
... Previous studies with the opinion that the perceived usefulness (PU) and perceived ease of use (PEOU) are critical factors for the adoption [1,2,3]. On the other hand, the privacy, security, and trust were identified as the most important variables in the context of m-banking [4,5,6]. ...
... Previous studies deployed TAM. For example, Zhao, Chen and Wang deployed TAM to examine the satisfaction and loyalty of using M-banking [1]. The findings showed that social influence and the psychological ownership has greater effect than the variables of TAM. ...
... Security, perceived risk and privacy as well as social influence are also critical for the usage of m-banking. This finding is in line with the findings of previous literature who found that the service quality and trust as well as security and privacy along with the variables of TAM are critical for the m-banking usage [1,2,12,8,45]. ...
... Cognitive experience represents the mental evaluation process of the service's functional aspects (Gentile et al., 2007;Verhoef et al., 2009). In previous research, consumers' cognitive responses to the delivery service and experience elements from other dimensions took the form of perceived service attractiveness (Goebel et al., 2012), risks, effort, efficacy (Zhou et al., 2020), convenience (Mckinnon and Tallam, 2003;Yeo et al., 2017), reliability and usefulness . This study's results found that cognitive experience in unattended IJPDLM delivery centers on ease of use, effort, time, security and food safety (see Table 1). ...
... Physical experience represents customer response to the service configuration and input. Practically, it is expressed through consumer adaptation to the service-facilitating conditions and consequential use behavior (Zhou et al., 2020). In the traditional delivery service environment, a customer's physical response to the service is expressed through decisions and actions taken during the order-pickup process upon delivery (e.g. ...
... The social dimension represents responses to human interactions that take place during the experience. Social experience is represented by responses to social influence from the customer's network (Zhou et al., 2020), as well as the service provider's representatives. In line with previous research, this study found that social experience with unattended delivery revolves around human interaction (see Table 1). ...
Purpose
The success of last-mile delivery is dependent on consumer acceptance of such services, yet little is known about unattended delivery experience. This paper's purpose is to provide empirically based understanding of customer experience dimensions in unattended home delivery.
Design/methodology/approach
Using an engaged scholarship approach, this field study investigated nine households that actively used an unattended delivery service for a period of six to nine months. Empirical data were collected primarily from in-depth interviews.
Findings
The study demonstrates that unattended delivery experience is a multidimensional construct that comprises consumers' cognitive, emotional, behavioral, sensorial, physical and social responses to the service. The empirical evidence provides rich descriptions of each customer experience dimension, and the research offers a framework and propositions on unattended delivery experience.
Practical implications
The results guide and support managers in assessing and developing delivery services using a consumer-centric approach to enhance customer experience.
Originality/value
This research is one of the first to address unattended delivery experience by providing a comprehensive, empirically grounded framework. The results provide a foundation for future investigations of last-mile delivery experience dimensions.
... Interestingly, lower delivery fees have not been found to significantly influence the attractiveness of drone delivery in general [22] but are suggested to be moderated by the specific context and circumstance, such as the parcel value or the availability of drop-off locations [23]. From a consumer risk perception, the functionality of the service is in question, including risks of technical delivery failures [24], low service reliability [18], unattended deliveries, and theft [25]. ...
... In addition, the preceding focus groups have qualitatively revealed the factors of reliability and flexibility (time, location as new and previously uncharted factors influencing attitudes towards drone delivery. In contrast to other studies that rather focused on examining the factor of reliability in the context of a potential "performance risk" [18,25], the focus groups unveiled that participants actually considered service reliability as a beneficial factor. This conceptual re-interpretation was confirmed in our model and may contribute to a more precise definition of acceptance factors in future studies. ...
Background
Last-mile delivery by drone is expected to be a promising innovation for future urban logistics. However, in addition to adoption of services by customers, leveraging this delivery method will depend essentially on a positive public perception of such services in urban airspace.
Objective
This article provides novel and comprehensive insights into factors driving or impeding citizens' attitudes towards drone delivery.
Methodology
The article develops a structural equation model that derives from a sequential exploratory mixed methods design. In the first step, factors affecting attitudes towards drone delivery were identified within the scope of five focus groups and converted into the development of a questionnaire. In the second step, a German population-representative survey was conducted through telephone interviews, which provided reliable data to test the model (n = 819).
Results
Expected risks (particularly stress due to traffic in lower airspace, noise, and visual disturbances), as well as expected benefits (particularly fast and time-flexible delivery), significantly affect attitudes towards drone-based delivery, while the individual level of technological openness (technophilia) does not have a significant association. Moreover, the model reveals that the expected risks of drone deliveries are stronger associated with public attitude than with expected benefits.
Conclusions
The provided framework suggests fashioning policies and drone delivery applications that focus on mitigating social, spatial, and visual risks while achieving maximum utility for customers.
... Given that diverse customers hold on to different perceptions of logistics service in many aspects, retailers may find it challenging to re-design and re-structure their logistics operations based on dynamic customer requirements. The retailers lack the ability of streamlining their backoffice operations with outsourcing partners in delivering high quality last-mile logistics solutions that meet the customers' desired service level (Zhou et al., 2020). According to Lin et al. (2016), one's perceived performance expectations are the key element that formulates service quality impressions. ...
... Our findings further underscore the essential contribution that last-mile physical delivery service provides to a retailers' success in the online space. Our findings-that availability, timeliness and product condition have positive effects on online customer loyalty-are consistent with previous LSQ research (Murfield et al., 2017;Vasić et al., 2020;Zhou et al., 2020). These outcomes lead to a better understanding of the relationship between the components of LSQ and loyalty that has been slowly building in the extant literature stream for many years despite some inconsistent results (Leuschner et al., 2013). ...
This study aims to examine the influence of retail logistics service quality on online customer loyalty in Malaysia. In total, 372 self-administered questionnaires were collected from customers who have ordered products online from 'brick-and-click' supermarkets and department stores. The results show that product condition, product availability and delivery durations are significant predictors of customer loyalty. The novelty of this research lies in its strong emphasis on last-mile parcel delivery, which is a crucial aspect of order fulfilment operations, and the first-party home delivery service, which is among the earliest conducted in the region.
... Li et al. (2021) proposed a vehicle routing problem for simultaneous delivery of products and services with time windows and order release dates based on the goal of a third-party logistics service provider to save customers time, improve service quality, and competitiveness [19]. Zhou et al. (2020) [20] developed a model to empirically test the influence of psychological factors on online consumers" behavioral intentions, and concluded that performance expectations, effort expectations, social influences and convenience conditions are the positive determinants of online consumers' use of self-service delivery services , and perceived risk is a negative influence factor of behavioral intention. Kapser and Abdelrahman (2020) [21] identified the structures that influence the acceptance of autonomous delivery vehicles by potential users in Germany by creating a context-specific research model to derive price sensitivity, performance expectations, convenience, social impact, hedonic motivation and perceived risk are direct factors. ...
... Li et al. (2021) proposed a vehicle routing problem for simultaneous delivery of products and services with time windows and order release dates based on the goal of a third-party logistics service provider to save customers time, improve service quality, and competitiveness [19]. Zhou et al. (2020) [20] developed a model to empirically test the influence of psychological factors on online consumers" behavioral intentions, and concluded that performance expectations, effort expectations, social influences and convenience conditions are the positive determinants of online consumers' use of self-service delivery services , and perceived risk is a negative influence factor of behavioral intention. Kapser and Abdelrahman (2020) [21] identified the structures that influence the acceptance of autonomous delivery vehicles by potential users in Germany by creating a context-specific research model to derive price sensitivity, performance expectations, convenience, social impact, hedonic motivation and perceived risk are direct factors. ...
In the 21st century, my country's economy is developing rapidly, and the logistics industry is also gradually emerging. With the development of e-commerce and the popularization of online shopping, the ‘last mile’ problem, as the end distribution of the logistics service chain, is a social problem closely related to people. It directly affects the efficiency of logistics, the cost of logistics, and the quality of logistics services. There are also many problems in last-mile delivery, such as high delivery costs, low efficiency, and high pollution, which will affect customers' evaluation of the quality of delivery services. Therefore, it is necessary to study the factors that affect the quality of distribution services, so as to provide suggestions for logistics companies and improve the distribution services. This article summarizes and studies the influencing factors of the last-mile delivery service quality by reviewing relevant literature and combining with the Service Quality Scale (SERVQAUL) framework.
... The results are also attractive when compared with the findings of Zhou et al. (2020). Self-service package deliveries have been favored by e-commerce retailers, promoting consumers to adopt them. ...
... The presence of a pick-up/drop-off point will be beneficial for courier services, which is different from the findings of this study. According to Zhou et al. (2020), consumers do not mind picking up their order at the courier service's designated location due to performance expectancy, effort expectancy, social influences and facilitating conditions. This condition contradicts the demand for convenience that significantly contributes to assessing courier services in this study. ...
Purpose
The quality of service provided by a courier service plays an essential role in the success of online shopping. Meanwhile, buyers and sellers tend to choose a vendor that meets their expectations. This study aims to show how buyers and sellers value the decision to select a courier service based on online shopping experiences.
Design/methodology/approach
A focus group discussion involving eight participants was used to gather consumer preferences and seller perspectives. Kansei Engineering principles were applied to organize these variables into a priority-scaled survey question. Furthermore, 200 respondents were simple-randomly selected and categorized based on age, gender, transaction frequency, average monthly transaction value and their role in online transactions.
Findings
This study found that buyers and sellers do not consider the delivery costs when the courier service guarantees the service quality. In contrast, the service quality offered is determined by problem-solving responsiveness, delivery accuracy and tracking systems. They also consider the short delivery time, wide delivery coverage area, couriers' attitude and scattered pick-up/drop point services. However, the order of priority is different for specific demographics.
Practical implications
In the rapid development of the online shopping trend, courier services are urgent to reconstruct their business model and maintain the quality of service. The proper understanding of online consumer preferences and seller perspectives will form the basis of appropriate strategies.
Originality/value
The role of a courier service is significant in the supply chain of online shopping transactions that connect buyers and sellers. The differences in consumer preferences and seller perspectives are attributed to the diverse objectives, even though they are still related to the service quality of the courier service.
... The last variable is technological innovation, which is a process of continuous development, introduction or improving new products/services, processes, or strategies, and the development of an invention into innovation (Nayati Utami et al., 2019). Technology is defined as companyspecific information regarding the characteristics of production processes, performance properties, and design (Zhou et al., 2020). Accordingto (Gathogo & Ragui, 2014), technology is part of a company's competitive advantage against rivals and is classified into two interrelated elements, namely, product and process innovation. ...
... This is because it affects the company's connections with suppliers, the government, and other industries as a reflection of the company's reputation. Additionally, the role of technological innovation in today's digital era is fundamental and must be applied by every business actors to achieve excellence by being oriented toward appropriate and innovative technology solutions (Zhou et al., 2020). Next, this study's novelty is the business performance of SMEs as measured by financial and non-financial performance through the concept of intellectual capital. ...
Purpose – The rapid and massive development of technology, information, and the internet in various business sectors, including SMEs, has created new changes. This situation provides opportunities and challenges for every business actors. Therefore, this study aims to analyze the effect of human, social, and customer capital, as well as technological innovation, on business performance. Methodology – The library and field design method were adopted with a quantitative approach, involving 180 samples of small and medium business actors. Furthermore, the Partial Least Square (PLS) was used to analyze the data. Findings – The result showed that human, social, and customer capital positively and significantly affected business performance. Similarly, technological innovation has a positive and significant impact on business performance. Originality – Employees who work in the small business sector will be relied upon in the future as agents of change. Many practitioners have expressed this in the field of human capital, which assumes greater responsibility for small company players in terms of the style of consultation.
... Given that the fundamental function of health apps is to provide health information, it is reasonable to assume that health-conscious individuals would view the mHealth app as a beneficial resource for managing their health concerns. Customers are generally more driven to adopt and accept new technology if they recognize that the technology is authentic, more profitable, and beneficial to their daily lives [4], [9], [10]. ...
... In addition, m-Health Apps is created with simplicity and ease in mind for end-users to manage personalized health concerns. Less effort required to use the application increases the likelihood that the end-user will continue to use it over time [9], [11]. ...
... If potential users of a new technology perceive its implementation to be challenging and complicated, they are less likely to adopt it. Studies have shown that a new technology's ease of use significantly affects its acceptance [68], [69], [70]. Sohn and Kwon [71] found that effort expectancy (i.e., ease of use) is a critical variable affecting the acceptance of AI-based products. ...
... This result is consistent with Belanche et al. [72], who found that ease of use was positively associated with customers' adoption of robo-advisors. Other researchers have reported similar findings highlighting the positive association between the ease of using a new technology and businesses' intention to adopt it [68], [69], [70]. This result implies that for SMEs to adopt AI-based chatbots, such chatbots must be easy to set up and use. ...
Developments in artificial intelligence (AI) have led to the emergence of new technologies offering unique business opportunities. This article examines the factors influencing AI-based chatbot implementation by small and medium enterprises (SMEs). We grounded the article's conceptual model in the technology-organization-environment (TOE) framework. Employing a quantitative research methodology, we collected data from 292 SME respondents via an online survey. We then utilized covariance-based structural equation modeling to analyze the data. The empirical results reveal that perceived employee capability, perceived availability of financial support, perceived top management support, perceived cost, perceived complexity, and perceived relative advantage are positively associated with SMEs' AI-based chatbot adoption intention. This article, thus, contributes to the scarce literature on the adoption of AI-based chatbots for SMEs in developing small island countries. The findings provide meaningful insights to developers, marketers, and SMEs to enhance firms' performance and competitiveness by increasing the adoption of AI-based chatbots. Index Terms-Artificial intelligence (AI), chatbots, covariance-based structural equation modeling, small and medium enterprises (SMEs), technology-organization-environment (TOE) framework.
... Retail businesses may need to adjust their business models to accommodate the growing trend of online shopping. It may also change how people shop, with more consumers opting for the convenience and practicality of online shopping [6]- [8]. ...
Along with the increasing popularity of online shopping in Indonesia, the E-retailing business has increased in recent years in Indonesia. This research aims to analyze the trends and developments of e-retailing in Indonesia and globally. This research is a type of literature study research with a qualitative approach. The analysis process is divided into several stages: data set preparation, import, cleaning, and visualization. The data set of scientific articles is taken from the publication database of the Emerald publisher with the keyword e-retailing, which was published in the range of 2018-2023. The type of data is English-language journal articles that are open access and restricted access. The analysis technique used was bibliometric analysis and systematic literature review with multi-dimensional scaling method with VosViewer software tool with co-occurrence analysis type, all keywords, and binary counting method by determining the occurrence of keywords at least 7 times. The results showed seven main variables related to e-retailing: flow experience, chatbot, usefulness, artificial intelligence, online shopping, customer convenience, and customer satisfaction. It shows that flow experience, chatbot, usefulness, artificial intelligence, customer convenience, and customer satisfaction are important factors influencing the success of e-retailing. This research also shows that e-retailing is still new and needs to be continuously developed. It can be seen from the low density of research related to this topic.
... The public participates in sharing initiatives for reasons, ranging from pecuniary to opportunities for making social connections (Bellotti et al., 2015). Social influence positively impacts behavioral intentions (Zhou, 2020). This aligns with the Self-Efficacy theory that social factors can influence individuals‖ judgments (Schunk & DiBenedetto, 2021). ...
This paper provides a systematic review of the customer’s behavioral deliberations that govern their choice to participate in a crowd-logistics market. Little attention has been given to the crowd logistics platforms and small businesses. This paper presents the analysis of customers' crowd logistics adoption from a behavioral perspective. The study applied a systematic literature review method and examined previous literature on crowd logistics from Science Direct and Taylor and Francis. Systematic literature review involve the principles of transparency, rigor, and replicability, which bring significant benefits over traditional literature reviews through greater objectivity. The findings suggest that customers’ ability to use technology, safety considerations, desire to make social connections, trust, and convenience are the factors that influence people’s decisions to participate in the crowd-logistics market. The findings of this study are valuable for empirical research in a particular setting and strengthen the body of knowledge on the adoption or acceptance of the crowd-logistics concept.
... Turning to another construct, FC, some prior studies have confirmed the influence of FC on BI (e.g. Zhou et al., 2020). However, others have shown an insignificant relationship between these two constructs (e.g. ...
Abstract
Purpose
This research aims to fill the research gaps regarding customer preferences for digitalisation to create value for retailers and customers, as well as focus on retail change and shopping behaviour in grocery retail stores in the emerging market.
Design/methodology/approach
This paper contributes to the research in this area by evaluating customers' and retailers' attitudes towards digital transformation in retailing through interviews. Methodologically, 200 questionnaires were gathered, and data were analysed with the partial least squared structural equation modelling method.
Findings
The findings of this study reveal that the effect of digital transformation in the retail industry will be more apparent in an emerging market.
Originality/value
The paper's originality consists in understanding the future retail structure in an emerging market. Notably, focussing on business-to-consumer businesses appears helpful in distinguishing between behavioural (buying) intention and online buying behaviour (actual usage) in an emerging market.
Keywords: Digital transformation,Grocery retailing,Customer engagement,Emerging markets
... Technology is company-specific information regarding production processes' characteristics, performance properties, and product designs (Zhou et al., 2020). According (Gathogo & Ragui, 2014), technology is part of the competitive advantage that companies have against rivals and is classified into two interrelated elements: product innovation and process innovation. ...
The main objective of the research is to analyze the effect of technological innovation and market orientation on sustainable competitive advantage. The sample in this study amounted to 180 respondents, determined by the convenience sampling approach. Data collection uses a questionnaire instrument which is then distributed online. Data analysis uses the SPSS application by displaying data processing results through research instrument tests with validity and reliability tests, multiple regression analysis, coefficient of determination, and hypothesis testing. Based on the results of data analysis, it is stated that technological innovation and market orientation have a positive and significant effect on sustainable competitive advantage. The research implications explain that it is important for SMEs to improve their ability to adopt new technologies and develop technological innovations needed in their business. MSMEs can seek assistance from various sources, such as governments, business organizations, and financial institutions, to access the resources and information needed to adopt new technologies and develop technological innovations that can help them gain a competitive advantage. Furthermore, to overcome the problem of market orientation in MSMEs, efforts are needed to increase understanding of market needs, utilize market research, focus on market needs and wants, have a clear marketing strategy, and increase available resources
... Specifically, consumer service performance is affected by the features of the delivery service offered by the retailer or logistics service provider. These include but not limited to delivery time (Jara et al., 2018;Milioti et al., 2020), delivery cost (Gatta et al., 2021), reliability (Tang et al., 2021), and trust (Zhou et al., 2020) towards novel delivery services. Moreover, customer satisfaction and previous positive experiences with the use of the same technology are expected to increase consumers' perceptions and motivation to use the service and eventually improve customer service performance. ...
The concept of the physical internet (PI) is changing and reshaping the business environment of logistics along with the cutting-edge technologies and innovations and is rapidly evolving towards last mile delivery (LMD). Implementing new solutions in LMD are particularly essential to meet growing demand, respond to increased operational complexity and enhance efficiency and sustainability. The PI-driven LMD requires new features and capabilities to combat all these challenges. Therefore, there is a need to understand the performance requirements that contextualize the relationships among people, process, and technology (PPT). In this study, a PI-driven LMD framework based on PPT theory is proposed. First, a systematic literature review is conducted to explore the state of the art of academic and practitioner articles and projects on LMD and PI. Then, a thematic analysis is carried out to analyze the requirements of the PI-driven LMD from the perspective of PPT to interpret performance challenges and successes. The main contribution of this study is to investigate the performance related requirements of PI-driven LMD according to PPT perspectives. The findings show that PI-driven LMD improves delivery performance, security, privacy, transparency, and traceability performance as well as customer service performance.
... Research factors Issues Hwang et al., 2019 [16] Innovativeness, Attitude, gender, age Drone food delivery service adoption Javed & Wu 2020 [17] After-services, Trust, Satisfaction, Repurchase intention of delivery services Zhou et al., 2020 [18] Risk, Social influence, Satisfaction, Intention, Parcel services for last-mile delivery adoption Kim et al., 2021 [19] Attitude, Innovativeness, Norm, Behavior control Contactless food delivery service adoption Hong et al., 2021 [20] Use, Trust, Benefit, Risk Food delivery in pandemic Uzir et al., 2021 [21] Service quality, Value, Trust, Satisfaction Delivery service adoption In developing country Ray & Bala 2021 [22] Benefit, Trust, Risk, Interaction Travel and food delivery services Fakfare & HTM 2021 [23] Benefits, Use, Reviews, Hygiene, Time saving Food delivery application on customers' satisfaction Hwang et al., 2021 [24] Eagerness, Vigilance, Openness, Novelty [30] Risk, Asset value Investment in Cambodia Kapser & Abdelrahman 2020 [31] Perceived risk, price sensitivity Autonomous delivery adoption Nikolopoulou et al., 2021 [32] Technological pedagogical knowledge Teachers' intention to use mobile internet Gansser & Reich 2021 [33] Health, comfort, sustainability Artificial intelligence adoption Lian & Li 2021 [34] Trust dimensions Mobile payment adoption Faqih & Jaradat 2021 [35] Task fit, technology, task characteristics Augmented reality technology in education Korkmaz et al., 2022 [36] Trust and safety, perceived risk Autonomous public transport systems Schmitz et al., 2022 [37] Perceived security, product advantage Telemedicine adoption Grobe-Kreul 2022 [38] Home security, home health, environmentalism Adoption of smart energy Medeiros et al., 2022 [39] Satisfaction, benefits, self-image, rewarding Travel tracking mobile application usage Wu et al., 2022 [40] National identity, perceived risk Adoption of DCEP in China ...
Despite the rapid growth in sales of imported spirits in the Chinese market, consumers are struggling to easily buy high-quality imported spirits with favorable price. The imported spirits flash delivery applications are proposed to provide Chinese consumers with high-quality services delivered within a few hours. This study extends UTUAT2 with knowledge, risk and innovativeness to identify factors influencing Chinese consumers' use of flash delivery services for imported spirits. With the help of service providers, 315 valid questionnaires were collected and an empirical study was carried out. Findings suggest that social influence, habit, innovativeness and knowledge all have significant effects on usage. In particular, knowledge has significant moderating effects on relationships between social influence, habit, innovativeness and usage. This research is supposed to help imported spirits flash delivery providers to further expand the market, and will be of great help to the investment decisions of multinational spirits manufacturers in China.
... Research by Zhou et al. (2020) show that perceived risks negatively impact consumer satisfaction. One type of risk included in the study is privacy risk. ...
Penelitian ini betujuan untuk menganalisis pengaruh financial risk dan privacy risk terhadap loyalty konsumen untuk membeli produk fashion secara online melalui e-commerce yang dipengaruhi oleh perceived satisfaction dan purchase intention. Teori pada penelitian ini menggunakan Theory of Perceived Risk (TPR) dengan loyalty sebagai novelti untuk menggambarkan faktor yang dapat mempengaruhi keputusan konsumen untuk membeli produk fashion secara online. Gap pada penelitian ini adalah satisfaction yang mana terdapat perbedaan hasil dalam penelitian terdahulu. Penelitian ini menggunakan variabel financial risk, privacy risk, perceived satisfaction, purchase intention, dan loyalty yang akan diteliti untuk mengetahui pengaruhnya pada pembelian produk fashion secara online melalui e-commerce. Populasi mengarah kepada pengguna e-commerce yang berusia mulai dari 15 tahun dan tinggal di Pulau Jawa. Penulis menggunakan metode kuantitatif melalui penyebaran kuesioner melalui google form dan terkumpul sebanyak 248 responden. Data yang diperoleh diolah menggunakan Structural Equation Model (SEM) dengan aplikasi AMOS 24. Temuan penelitian ini menunjukkan hasil bahwa 3 hipotesis terdukung dan 1 hipotesis tidak terdukung yang ditunjukkan pada privacy risk berdampak positif signifikan terhadap perceived satisfaction.
Keywords: Financial Risk, Privacy Risk, Perceived Satisfaction, Purchase Intention, Loyalty
... Till now, many researchers have applied TAM and UTAUT models for BCT adoption (Queiroz & Wamba, 2019;S. Kamble et al., 2018;Wamba et al., 2020;Zhou et al., 2020). Queiroz and Wamba (2019) recently used UTAUT constructs in the Brazilian supply chain. ...
This paper employed an integrated model for examining behavioral intention to adopt blockchain technology in the supply chain management of manufacturing industries in Bangladesh. The proposed conceptual model was empirically tested using data collected from 189 supply chain managers working in manufacturing organizations in Bangladesh. The findings suggest that perceived usefulness, trading partners’ pressure, and competitive pressure are the most important determinant of behavioral intention.
... But influenced also by exogenous elements such as consumer nature, condition factors, product characteristics, experience in online food delivery services, and online shopping confidence. Former studies have shown facilitating conditions influence consumer intention (Reyes-Mercado, 2018;Zhou et al., 2020). ...
... Song et al. [8] used the collected end transportation information to study cargo self-pickup, which effectively solved the time mismatch of cargo distribution, and at the same time greatly improved the efficiency of cargo distribution. Zhou et al. [9], Li et al. [10], and Xu et al. [11] analyzed the impact of self-pickup courier services on users' usage, the spatial distribution pattern of cargo self-pickup terminals, and users' willingness to choose self-pickup parcels through example verification. Guo [12] and others summarized cargo font points into different modes, such as: retail stores, subway stations, communities, and 24-hour public smart parcel stations for collection and transportation distribution; cargo self-pickup also includes Jing Dong pickup cabinets, Feng Chao Express provided by SF, CaiNiao post, and ShouHuobao. ...
Based on the current situation and problems of transportation "last mile" transportation distribution, this paper establishes a path optimization model based on user distribution methods from the perspective of market preference for transportation distribution methods, designs an Adaptive Large Neighborhood Search (ALNS) algorithm, and builds a user portrait based on the solution algorithm and the construction method. Based on the solution algorithm and the user portrait construction method, the solution scenario is established, and the distribution route and transportation distribution method are planned based on five real location data. Through the analysis of the solution scenarios, it can be obtained that after the optimization of the model, the transportation distribution cost of enterprises can be reduced, and the satisfaction of the transportation distribution service quality can be improved. The higher the complaint cost, the lower the total transportation and distribution cost, and the higher the satisfaction rate; the higher the time window penalty cost, the higher the total distribution cost, and the lower the satisfaction rate. Through several model comparisons, it is found that the optimized model has obvious advantages in transportation cost and good performance in transportation service satisfaction. To further strengthen the promotion and application of the distribution path optimization model, countermeasures are proposed in three aspects: establishing a unified end transportation information service platform, increasing the investment in end transportation path optimization, and strengthening the formulation of supporting policies to realize the optimization of end distribution services.
... Similarly, Jain and Mishra (2020) found that perceived risk was negatively associated with the intention to consume within the sharing economy. Given this situation, it should be noted that emotional reactions to hazardous situations often differ from cognitive evaluations of these risks, and when these disagreements occur, emotional responses tend to drive behavior (Zhou et al. 2020). ...
In the access to peer-to-peer sharing of goods and services through a technology platform, which is known as the sharing economy, there is no consensus on the factors that motivate consumers. This study aimed to investigate the moderating effect of perceived risk on consumers’ participation in the sharing economy in a developing country. Following a quantitative approach, a survey was conducted among 400 consumers in the Metropolitan Zone of Puebla City, Mexico. Partial least squares structural equation modeling (PLS-SEM) was used to analyze the data. Economic benefits, enjoyment, and trust drove the usage behavior of consumers in the sharing economy. In addition, perceived risk significantly moderated the relationships that usage behavior has with the economic benefits and the feeling of the community. As predicted by social exchange theory, the consumers made choices based on a subjective cost–benefit analysis, showing flexibility in the type and amount of rewards. This study contributes to knowledge about customer behavior in the context of the sharing economy.
... To improve customers' experiences with parcel lockers, Vakulenko et al. (2018) investigated the customer-parcel locker interaction experience in Sweden as well as consumers' views and value of parcel lockers. Zhou et al. (2020) evaluated the impact of psychological characteristics and demographic data on behavioral intention to employ the locker service in a related empirical study. ...
One of the main causes of the significant commercial vehicle traffic in the city region is last-mile deliveries. Parcel lockers, which are one of the easiest and most environmentally friendly solutions for last-mile delivery, are one of the most studied subjects recently. The parcel locker ensures consumer privacy while being quick and efficient. Its full-time service can effectively address the issue of student and office worker pickup. In this paper, the location of a parcel locker intended to be established in the most convenient location in Beşiktaş district of İstanbul, Turkey has been determined. This problem can be solved using a multi-criteria decision-making (MCDM) structure due to the availability of numerous aspects that must be considered while choosing the optimum location. Additionally, the benefit of fuzzy logic is employed to translate expert opinions into mathematical expressions and incorporate them into decision-making processes. To choose the ideal location for the parcel locker, a novel model integrating the Bayesian Best Worst Method (B-BWM) and Pythagorean fuzzy Weighted Aggregated Sum Product Assessment (PF-WASPAS) approaches is proposed for the first time in the literature. Additionally, a sensitivity analysis is conducted to evaluate the model’s robustness. As a consequence, the suggested model effectively identifies the best location for a parcel locker in Istanbul.
... In this model, consumers can attend a facility to collect the consignment, known as collection delivery point-attended (CDP-A), or consignments can be delivered to unattended facilities (collection delivery point-unattended [CDP-U]) such as reception boxes or lockers. Zhou et al. analyzed consumer behavior to accept consignments through self-service lockers, which significantly depends on the risk perception of using lockers compared with delivery methods such as home delivery (36). ...
This study attempts to identify urban air logistics (UAL) operational concepts by synthesizing the urban freight transport (UFT) network configurations and urban air mobility (UAM) characteristics. UAL is gaining popularity as a quick and safe mode that has the potential to address several logistics challenges. This study has reviewed scientific papers identified using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework to understand the features of existing UFT distribution networks, unmanned aerial systems (UAS), and UAM. The cross analysis considered UFT features such as the parcel’s weight, delivery type (time sensitivity, customer-to-customer, business-to-consumer, or business-to-business), and UFT distribution network types and compared them against the features of UAS such as maximum take-off weight, range, and infrastructure requirements (drone ports). The analysis identified three types of UAL operational concepts: door-to-door direct (D2DD), hybrid, and multimodal. Lightweight deliveries can be operated using D2DD and hybrid through point-to-point (P-P) and extended P-P network concepts. The hybrid concept uses an intermediate drop-off location to deliver goods. Hub-and-spoke (H-S), extended H-S, and trunk line with collecting/distribution network designs can be used for heavyweight cargo operations. D2DD versus hybrid/multimodal concepts were compared based on six thematic clusters (societal implications, safety and security, ethics, environmental issues, public acceptance, and urban planning and infrastructure). This study identified that technological development and innovation could reduce social implications and ethical challenges. Furthermore, public willingness and economic feasibility will determine the success of the operational concepts. The identified UAL operational concepts, network designs, and challenges will help to conduct further research in this subject area.
... Past researches have shown that intention has been used in many contexts to determine consumer behaviour, for instance, in parcel station usage intention [32], selfcollection services [11,33], self-service technologies in air travel [34], reverse logistics [35], insurance planning [36], airline services [37] and augmented reality (AR) application [38]. Hence, the current study looks for factors influencing online buyers' intention to use automated parcel lockers in the Malaysian context. ...
Automated parcel locker is a self-service technology to facilitate parcel collection and has been introduced in Malaysia in 2016. Although automated parcel lockers have advantages over home delivery, customers still prefer the traditional method. Subsequently, this study aims to explore the role of time constraint, supplier image, and openness to change toward online buyers' intention to use automated parcel lockers. Based on the stimulus-organism-response theory, the study conducted both an online survey and an on-site survey. Two hundred and sixty-five respondents’ data were used for data analysis, and the results indicate that time constraint has a negative influence on openness to change, and supplier image has a positive influence on openness to change. Openness to change was found to mediate the relationship between time constraint and intention to use and between supplier image and intention to use. Automated parcel lockers providers will benefit from the outcomes of this study.
Kolej Universiti Poly-Tech MARA (KUPTM) highly requires a Courier Tracking Management System in managing the ingoing and outgoing of parcels easily. However, in reality, the efficiency of obtaining the tracking and managing data is a very challenging task. The aim of this study is to develop an efficient and economical system called the Courier Tracking Management System. This system is developed using Adobe Dreamweaver-based PHP programming and Javascript. The proposed system was initially tested by users using the Unit Testing technique. The proposed system was found to be successful in increasing the efficiency of tracking and managing parcels in KUPTM with a success rate of 85 per cent.
This study examines consumers’ willingness to co-create last-mile logistics, focusing on (1) the motivational effects of empowerment and shared responsibility perceptions and (2) the moderating effects of private-social and paid-unpaid contexts. A sociological view of consumer labour is integrated into the value co-creation literature to develop a conceptual framework. A survey is used for data collection utilising a scenario-based within-subject design. We found that consumers are motivated by the seemingly paradoxical needs for both empowerment and shared responsibility when collaborating with logistics operators, with the individualising motive as the mediator. Furthermore, consumers’ co-creation patterns are context dependent. While the empowerment perception is the dominant motivator in private logistics contexts (e.g., self-collection), its salience is suppressed in social settings (e.g., crowd-sourced delivery), giving rise to the shared responsibility perception as the more influential motivator. Our analysis also revealed that the private-social contextual moderating effect is hinged upon the presence of monetary rewards.
The last-mile delivery industry has been adapting and implementing innovations to enhance its overall service. With the ubiquity of e-commerce, the number of parcels to be delivered rapidly increased. This created logistics and urban-transport challenges, especially in densely urbanised and populated areas – such as Singapore. Singapore, a tropical island country in South East Asia, is steadily becoming an example of a “smart-nation”. Since the year 2016, the country has been working to improve the last-mile delivery system. Initial developments included providers “dropping” parcels at shops, transport stations, or selected residences for the customer to collect at their own convenience. Then, other innovations, such as self-collection parcel lockers, began to be implemented. As of 2022, a nationwide parcel locker network – available to all last-mile delivery providers – is available in Singapore. The virtually unmanned and 24–7 available lockers can enhance logistics efficiency, reduce costs due consolidation of goods, reduce failed deliveries, and provide flexibility for customers’ parcel collection. This paper presents an overview of Singapore’s evolution of last-mile delivery innovations related to parcels collection. A discussion on logistics, urban planning, and sustainability impacts is provided – in relation to the country and how these could be used as learning points in other (tropical) countries for improving last-mile deliveries. Finally, potential innovations are highlighted and future research directions are suggested.KeywordsParcel collectionParcel lockerLocker stationsLast-mile deliveryLogistics innovation
Consumer behavior involves certain decisions, activities, ideas or experiences that meet the needs and desires of consumers. This applies to all activities directly related to the receipt, consumption and disposal of products and services, including decision-making processes. Many factors influence the decision-making process. They can be psychological, social, cultural, economic, personal and organizational. These factors influence people's consumer behavior, which ultimately influences consumers' choices about using the hospitality industry. Psychological factors influencing consumer behavior are motivation, perception and attitude. Social factors are family, group, role and status. Cultural factors include culture, subculture and social class. Economic factors include personal income, family income, and income expectations. Other factors that are personal include age, occupation, income and lifestyle. Behavior is an organizational factor that includes marketing strategies, work organization, brand name and company image, and not least factors that influence consumer choice - these are external environmental factors that include economic, political, social, legal, technology and competition . Identifying and understanding the factors that influence consumer behavior can influence their choices and regulate the demand for certain services that can meet the needs and desires, thus increasing the income and profitability of the institution. Understanding the impact of internal and external factors helps hospitality organizations develop marketing strategies to meet consumer needs and gain market advantage. It has been studied that the consumer cannot make decisions alone, but makes decisions under the influence of several other people who perform different roles. Therefore, consumer behavior as a buyer is strongly influenced by cultural, social, personal and psychological characteristics. These factors help consumers develop product and brand benefits. Research has shown that the age of consumers influences their choice of accommodation and food. Older consumers are more demanding of comfort and nutrition. Data for this study were collected through a self-administered questionnaire. The questionnaire was compiled after an extensive survey and analysis of the scientific literature. The questionnaire presents a list of external and internal factors that affect the behavior of consumers of hospitality services. Each factor was evaluated in 2 points. Points were translated into percentages.
The recent deployment of 5G New Radio (NR) technology promises to transform the possibility of mobile networks around the world. In many Asian countries, including Thailand, video content, both on-demand and live, dominates the online content market. It’s not uncommon for tourists and content creators to create such content at tourist destinations, then immediately upload them to the social media platforms like YouTube, Instagram, and Tiktok. As video content takes up a lot of transmission bandwidth in the uplink direction, this provides a new challenge for any Mobile Network Operator (MNO) as many User Equipment (UE) compete with each other for the limited uplink bandwidth available at the base station serving the tourist destination. In this paper, the performance of the 5G network of two Thai MNO at two of the most popular tourist destinations in Bangkok, Thailand, will be evaluated. The results showed that the 5G quality of service (QoS) at these two landmarks was significantly lower than the typical performance at BTS Skytrain stations located in the business districts. Additionally, even though these two landmarks are located close to each other, there was a significant difference in 5G QoS between the two.
This study seeks to identify factors influencing the adoption of sidewalk autonomous delivery robots (SADRs) as a green delivery method by shoppers. Accordingly, this study proposes a comprehensive model based on a combination of the norm activation model (NAM), diffusion of innovation (DOI) theory, and technology acceptance model (TAM). The data were collected from 463 Iranian buyers through an online questionnaire. The partial least square (PLS) results revealed that relative advantage, compatibility, and observability positively affected the attitude toward using delivery robots, while complexity negatively impacted this attitude. The observations indicated that problem awareness, ascribed responsibility, and environmental concern positively influenced personal norm. Finally, it was found that personal norm and attitudes toward using delivery robots positively affected the intention to use them. The results of the present work not only provide theoretical contributions to the literature but also can be practically helpful to policymakers.
Amaç: Bu çalışmanın amacı, son kilometre koli teslimatı alanıyla ilgili sistematik bir literatür taraması gerçekleştirmek ve literatürde yer alan yükselen eğilim ve teknolojilere bir bakış açısı sunmaktır. Yöntem: Çalışma kapsamında sistematik bir literatür taraması gerçekleştirilerek tanımlayıcı analizler gerçekleştirilmiş ve son kilometre koli teslimatı yazını kapsamında literatürde yer verilen yeni iş modelleri, yükselen eğilim ve teknolojiler belirlenerek gruplanmış; detaylı bir şekilde açıklanarak tanıtılmış ve her birinin sağladığı potansiyel faydalar ifade edilmiştir. Bulgular: İlgili literatür taramasının analizlerinde son kilometre koli teslimatı kavramıyla ilgili yayın sayısında önemli bir artış görülmektedir. Çalışmaların büyük çoğunluğu, nicel teknikleri uygulamaktadır. Literatür taraması neticesinde, en çok yayın yapılan dergiler ve dergilerin etki faktörlerine de yer verilmiştir. Üç gruba ayrılan ve alt başlıklarıyla detaylandırılan eğilim ve teknolojiler ise teknoloji odaklı teslimat seçenekleri, çevre dostu teslimat uygulamaları ve yeni iş modelleridir. Özgünlük: Bilinebildiği kadarıyla bu çalışma, son kilometre koli teslimatı alanında bu kadar detaylı incelenen ilk Türkçe literatür taramasıdır. Anahtar Kelimeler: Koli teslimatı, son kilometre lojistiği, literatür taraması, yükselen eğilim ve teknolojiler Jel Kodları: L 90, L 91, R 40
Purpose
The factors that motivate Generation Z individuals to use the Internet of Things for security purposes have yet to be explored. Therefore, the purpose of this paper is to close a research gap by verifying the protection motivation theory using gender as a moderator.
Design/methodology/approach
The authors used a purposive sampling approach to collect data from Dhaka city, in which 370 valid responses were selected. Additionally, the quantitative and cross-sectional survey used a seven-point Likert scale. Afterward, the evaluation approach included three phases: a measurement model, a structural model and multi-group analysis.
Findings
Vulnerability, self-efficacy and response-efficacy were discovered to be critical predictors with a variance of 60.4%. Moreover, there was a significant disparity between males and females in two relationships, response efficacy and intention as well as response cost and intention.
Practical implications
This research expands our understanding of Generation Z consumers' behavioral intentions to take measures against household threats, allowing preventative programs to be improved. Further, in the case of applying coping strategies, a practical difference between males and females has been found that must be bridged through awareness campaigns.
Originality/value
This study has made a unique contribution to the information system literature. First, the role of protection motivation theory factors in addressing security concerns in homes has been assessed. Second, the coping evaluation process has a greater impact on users' intentions than the threat appraisal process. However, males and females use slightly different approaches to defending themselves against the threat.
This research aims to develop and to examine a measurement of customers’ experiences in the last-mile delivery process, which is a critical step towards their satisfaction and future intention to order products from the same retailer again. The CMX-LMD scale is proposed as a self-report tool whose psychometric properties where then examined. The total sample of N = 907 participants (63.4% females) was randomly split into two subsamples, then EFA and CFA were conducted, followed by item and correlation analysis. Six factors were revealed (Delivery efficiency, Parcel tracking, Smooth delivery, Visual appeal, Joyful anticipation, and Convenience), explaining about 60% of the total variance. The structure was supported by CFA (χ2(237) = 584.71, p < 0.001, CFI = 0.941, TLI = 0.932, RMSEA = 0.057, SRMR = 0.058). The relations of the derived scales and other variables, such as trust in courier services, were also examined. The CDX-LMD offers acceptable properties and provides a useful measurement for researchers and practitioners in the cross-section between e-commerce and logistics.
The development and application of emerging technologies pose many social risks, which raise public concerns. Various factors influence the public risk perception of emerging technologies, and a systematic and accurate understanding of these factors plays a vital role in promoting the sustainable development of emerging technologies. Considerable inconsistency and ambiguity exist in the influence of relevant factors on the public risk perception of emerging technologies in existing studies, which need to be explored systematically and comprehensively through meta-analysis. This study constructs an analytical framework of “technology–psychology–society” and conducts a meta-analysis of 272 papers, including 449 correlations and 191,195 samples. The results show that perceived benefit, knowledge, innovativeness, trust, and social influence have significant negative effects on risk perception. Perceived cost has a significant positive effect on risk perception. Gender and cultural dimensions of power distance, uncertainty avoidance, individualism–collectivism, and masculinity–femininity have moderating effects on the relationship between relevant factors and risk perception; the type of emerging technology, age, and the cultural dimension of long-term/short-term orientation do not have moderating effects. Based on the above findings, this study proposes corresponding suggestions from the perspectives of R&D, application, and management of emerging technologies.
The economic and environmental challenges associated with Last Mile Delivery (LMD) give rise to the self-collection concept, yet the practical adoption is often below expectations. In this consumer-centric segment, adequate understandings of consumers are vital but are often lacking. To address this gap, this study examines consumers’ LMD preference with the Integrated Choice and Latent Variable framework. A stated choice experiment was commissioned in Singapore during the transition of COVID pandemic toward endemic. Our results showed that consumers accept unattended delivery methods and are no longer concerned with the delivery time window, a traditionally critical delivery attribute. Regarding latent perceptions, this study confirmed the significant effects of value perception on self-collection preferences. Nonetheless, individuals’ environmental consciousness was found to be insignificant. The relative effects of specific value statements were quantified using the marginal rate of substitution and the mediation roles of value perception on the sociodemographic-preferences relationships were validated.
Self-collection concepts, such as collection and delivery points and parcel lockers, have been commonly deployed. These concepts rely on consumers’ efforts to carry out Last-Mile Delivery (LMD) tasks and consequently relieve both operators’ financial and sustainability pressures. Since the success of these self-collection operations involves both the operators’ planning perspectives and consumers’ participation, it is essential to jointly consider both aspects. However, existing research has largely overlooked the required synergies between the underlying consumer research and operations management studies. This paper aims to provide a review of related literature and subsequently propose a dual-perspective framework that bridges the gap. Specifically, systematic reviews on LMD self-collection consumer research and operations management studies are first conducted. The review highlights the research-to-practice gap that exists in consumer research as well as the need for improved modelling of consumer behaviours in operational models. This study then argues that an integrated approach that encompasses both viewpoints is needed. It is an approach that proactively optimises consumer demands through operational decisions supported by the connection between consumer behaviours and operational characteristics. For successful implementations of the proposed approach, specific research topics and directions are explicitly discussed.
E-commerce is a twenty-first century challenge for parcel delivery companies as the pace of e-commerce growth is exponentially increasing and outmatching the forecasted demand. The common successful e-commerce and last mile companies are originated from China and the United States of America However, the Middle East region is in the process of developing logistics infrastructure and improving its traditional commerce services. The aim of this research is to identify the last mile factors that help in developing a framework of the variables that impact the efficiency and effectiveness of the parcel delivery system. In order to understand the local market and its customers’ needs, a review of the literature coupled with a local market analysis, and an online survey were conducted. The collected data were analyzed leading to a proposed framework of enhancements for the last mile package delivery companies in the State of Qatar. The proposed enhancements are structured into different phases of application to help in gradual implementation.
Sidewalk autonomous delivery robots (SADRs) are a new last-mile delivery service. The present study aims to identify the factors impacting the adoption of SADRs among Iranian online shoppers. To this end, based on consumer coproduction theory and technology readiness (TR), this paper combined individual factors, socialized factor, and risk factors. A total of 287 respondents were surveyed using an online questionnaire, and the partial least squares structural equation modelling (PLS-SEM) was employed to model the data. The modelling results revealed that attitude, innovativeness, and optimism had positive impacts on the intention of consumers to use delivery robots. Furthermore, optimism and environmental concern had a positive impact on attitude, while the need for human interaction, performance risk, and delivery risk had negative impacts. However, no significant relationship was found between innovativeness and attitude. The results of the present study provide important theoretical and practical suggestions to marketers and delivery service provides.
Last mile delivery is the most inefficient part of the total consumer goods delivery process due to the high rate of return, segmented goods and relatively small quantity. One of the innovations made by e-retailers and logistics service providers is to install self-collection parcel lockers in easily accessible places where the process of picking up goods is carried out independently by consumers in these places. There are not many studies conducted to identify what factors can encourage consumers to use these services, focusing more on cognitive attitudes, segmented and the results are still inconclusive. This study aims to investigate that utilitarian, hedonic, situational and social factors influence consumer decisions to use parcel locker self-collection services. This survey quantitative study used non-probability sampling technique and succeeded in obtaining 264 samples. The analysis tool uses Structural Equation Modeling with a covariance-based approach with AMOS. The results show that the customization by consumers according to their preferences is a factor that influences consumers' intention to use self-collection parcel locker services along with utilitarian motives
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 customers' 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 results 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 delivery methods. This paper enriches the literature on IDT as well as the management and design of self-collection services for last-mile delivery.
Purpose
Online retailers widely use self-service parcel delivery as a solution to the last mile logistics problems. This study focuses on investigating the factors that affect the consumer’s intention to use self-service parcel delivery service.
Design/methodology/approach
We integrate prior research and propose a comprehensive three-factor model. Our study combines individual and situational factors and proposes a socialized factor.
Findings
This study found that location convenience, optimism, innovation, and the need for human interaction positively affect the consumer’s intention to avail of the self-service parcel delivery service. It also identifies that socialized factor positively influences the consumer’s intention to use self-service parcel delivery services.
Research limitations/implications
The test results show that the explanatory power of the individual factors of the model is better than that of the situational factors. However, this does not imply that the situational factors cannot explain consumer behavior well. Future studies should employ additional situational factors to explain consumer behavior.
Practical implications
This study offers valuable theoretical and managerial implications. Delivery service providers should concentrate on their marketing force and customize their services for consumer groups who have specific individual characteristics, such as optimism and innovation.
Originality/value
We combined situational and individual factors, proposed a socialized factor, and presented the three-factor model of the consumer’s intention to use self-service parcel delivery service.
Purpose
As an application of Self-Service Technology (SST), Automated Parcel Station (APS) is emerging as a logistics innovation to address the inefficiency and delivery failure in conventional home delivery. However, the long term viability of APS depends on consumers’ acceptance of such concept. In response, a behavioural study on consumers’ adoption of self-collection service via APS is conducted.
Design/methodology/approach
By synthesising theoretical insights from innovation diffusion literature and attitude theories, a conceptual model is developed and empirically validated. Perceived characteristics of APS are present to directly influence consumers’ adoption intention, or indirectly through attitude. A total of 170 valid responses are collected from a survey conducted in Singapore and the data are analysed using Structural Equation Modelling (SEM).
Findings
Consumers’ favourable attitude and perceived relative advantage of APS directly lead to stronger adoption intention. On the contrary, consumers’ perceptions on compatibility and trialability and on complexity indirectly influence their adoption intention via attitude, in a positive and in a negative way respectively. Additionally, attitude is found to be the most influential factor contributing to consumers’ adoption intention.
Research limitations/implications
The scope of this paper is limited to e-consumers’ initial adoption decision. Future research should examine consumers’ adoption behaviour further down the innovation adoption process, such as continuance and commitment.
Originality/value
This research conceptualises and validates consumers’ adoption behaviour of APS from a synthesised view of innovation diffusion and attitude theories, theoretically and empirically contributing to the field of study on logistics innovations from consumers’ perspective.
The study analyzed website functionality, perceived risk and drivers of online shopping to evaluate their impact on customer satisfaction in India. The study empirically validates ease of ordering, Cash-on-delivery mode of payment, website functionality and different facets of perceived risk with Unified theory of acceptance and use of technology 2 (UTAUT2) (Venkatesh et al. in MIS Q 36(1):157–178, 2012). Findings of the study revealed that perceived risk had a negative relation with customer satisfaction where as the website functionality and drivers were positively associated with customer satisfaction. The research will help online retailers to recognize the important success factors that instill confidence among the consumers in developing economies. The study will also help online retailers to focus in the right direction to eliminate threats and convert non shoppers to online shoppers. The study throws light on a new aspect to research by validating the role of cash-on-delivery (COD) mode of payment as a construct and ease of ordering as new dimension to UTAUT2.
Background
Although telehealth offers an improved approach to providing healthcare services, its adoption by end users remains slow. With an older population as the main target, these traditionally conservative users pose a big challenge to the successful implementation of innovative telehealth services.
Objectives
The objective of this study was to develop and empirically test a model for predicting the factors affecting older users’ acceptance of Home Telehealth Services (HTS).
Methods
A survey instrument was administered to 400 participants aged 50 years and above from both rural and urban environments in Slovenia. Structural equation modeling was applied to analyze the causal effect of seven hypothesized predicting factors. HTS were introduced as a bundle of functionalities, representing future services that currently do not exist. This enabled users’ perceptions to be measured on the conceptual level, rather than attitudes to a specific technical solution.
Results
Six relevant predictors were confirmed in older users’ HTS acceptance behavior, with Performance Expectancy (r=0.30), Effort Expectancy (r=0.49), Facilitating Conditions (r=0.12), and Perceived Security (r=0.16) having a direct impact on behavioral intention to use HTS. In addition, Computer Anxiety is positioned as an antecedent of Effort Expectancy with a strong negative influence (r=-0.61), and Doctor’s Opinion influence showed a strong impact on Performance Expectancy (r=0.31). The results also indicate Social Influence as an irrelevant predictor of acceptance behavior. The model of six predictors yielded 77% of the total variance explained in the final measured Behavioral Intention to Use HTS by older adults.
Conclusion
The level at which HTS are perceived as easy to use and manage is the leading acceptance predictor in older users’ HTS acceptance. Together with Perceived Usefulness and Perceived Security, these three factors represent the key influence on older people’s HTS acceptance behavior. When promoting HTS, interventions should focus to portray it as secure. Marketing interventions should focus also on promoting HTS among health professionals, using them as social agents to frame the services as useful and beneficial. The important role of computer anxiety may result in a need to use different equipment such as a tablet computer to access HTS. Finally, this paper introduces important methodological guidelines for measuring perceptions on a conceptual level of future services that currently do not exist.
The most commonly used method to test an indirect effect is to divide the estimate of the indirect effect by its standard error and compare the resulting z statistic with a critical value from the standard normal distribution. Confidence limits for the indirect effect are also typically based on critical values from the standard normal distribution. This article uses a simulation study to demonstrate that confidence limits are imbalanced because the distribution of the indirect effect is normal only in special cases. Two alternatives for improving the performance of confidence limits for the indirect effect are evaluated: (a) a method based on the distribution of the product of two normal random variables, and (b) resampling methods. In Study 1, confidence limits based on the distribution of the product are more accurate than methods based on an assumed normal distribution but confidence limits are still imbalanced. Study 2 demonstrates that more accurate confidence limits are obtained using resampling methods, with the bias-corrected bootstrap the best method overall.
Shopping online as an alternative to in-store shopping can make much of traditional retail less attractive. There exists an obvious relationship between e-commerce and the demand for commercial real estate that accommodates physical retail shops. Substantial evidence supports the idea that the demand for physical shops has been affected by the rapid development of e-commerce in China. In order to better understand the sustainability of the commercial real estate market in a context of rapidly developing e-commerce in China, this study seeks to clarify the relationship between e-commerce and the demand for commercial real estate. Methods of inductive and comparative analysis are adopted. The findings show that from 2009 to 2013, the slowing growth rate of commercial property sales and the accelerating vacancy rate of commercial properties are closely related to the dramatic growth of e-commerce. We also found that different forms of commercial properties–supermarkets, department stores and shopping centers–are differently affected by the rise of e-commerce. However, due to the respective advantages and disadvantages associated with online and offline shopping, physical stores will not be completely eclipsed by virtual retail shopping.
As research into innovative forms of automated transportation systems gains momentum, it is important that we develop an understanding of the factors that will impact the adoption of these systems. In an effort to address this issue, the European project CityMobil2 is collecting data around large-scale demonstrations of Automated Road Transport Systems (ARTS) in a number of cities across Europe. For these systems to be successful, user acceptance is vital. The current study used the Unified Theory of Acceptance and Use of Technology (UTAUT) to investigate the factors which might influence acceptance of ARTS vehicles, which were operational in two locations in Europe. The results indicate that the UTAUT constructs of performance expectancy, effort expectancy and social influence were all useful predictors of behavioural intentions to use ARTS, with performance expectancy having the strongest impact. However, it would appear that other factors are also needed in order for the model to strongly predict behavioural intentions in an automated transport context. Based on these findings, a number of implications for developers and ideas for future research are suggested.
The dynamic development of information technology, especially the Internet, which has taken place in recent years has brought many new opportunities to use the Internet in business operations. The Internet has created new opportunities for the development of enterprises. It was its dynamic boom that enabled e-commerce to gain in importance, and along with it made the changes in consumer behavior in terms of place, time and purchasing conditions. The aim of the paper is to present the key aspects in the development of relationships as a basis for building loyalty and creating value for the customer. Attainment of the objective will be aided by presentation of the results of survey regarding the identification of the measures taken to maintain lasting relationships that allow to build loyalty and create value for the customer. In addition, the study will identify the actions conducive to the growth of customer loyalty, which can be helpful in conducting e-business. In the research procedure we have used the analysis of the literature, statistical data and the results of the questionnaire study on the presented issues with customers from Lubuskie voivodship.
This study examined the “Unified Theory of Acceptance and Use of Technology” (UTAUT) in the context of tablet devices across multiple generations. We tested the four UTAUT determinants, performance expectancy, effort expectancy, social influence, and facilitating conditions, to determine their contributions for predicting behavioral intention to use tablets with age, gender, and user experience as moderators. 899 respondents aged 19–99 completed the survey. We found consistent generational differences in UTAUT determinants, most frequently between the oldest and youngest generations. Effort expectancy and facilitating conditions were the only determinants that positively predicted tablet use intentions after controlling for age, gender, and tablet use. We also discuss the implications of ageism and gender discrimination of technology adoption. Finally, we argue that our findings can be extended to create effective training programs for the teaching, learning, and adoption of new technologies in a variety of organizational settings.
Purpose
– Research on international marketing usually involves comparing different groups of respondents. When using structural equation modeling (SEM), group comparisons can be misleading unless researchers establish the invariance of their measures. While methods have been proposed to analyze measurement invariance in common factor models, research lacks an approach in respect of composite models. The purpose of this paper is to present a novel three-step procedure to analyze the measurement invariance of composite models (MICOM) when using variance-based SEM, such as partial least squares (PLS) path modeling.
Design/methodology/approach
– A simulation study allows us to assess the suitability of the MICOM procedure to analyze the measurement invariance in PLS applications.
Findings
– The MICOM procedure appropriately identifies no, partial, and full measurement invariance.
Research limitations/implications
– The statistical power of the proposed tests requires further research, and researchers using the MICOM procedure should take potential type-II errors into account.
Originality/value
– The research presents a novel procedure to assess the measurement invariance in the context of composite models. Researchers in international marketing and other disciplines need to conduct this kind of assessment before undertaking multigroup analyses. They can use MICOM procedure as a standard means to assess the measurement invariance.
Firms tracking consumer purchase information often use behavior-based pricing (BBP), i.e., price discriminate between consumers based on preferences revealed from purchase histories. However, behavioral research has shown that such pricing practices can lead to perceptions of unfairness when consumers are charged a higher price than other consumers for the same product. This paper studies the impact of consumers’ fairness concerns on firms’ behavior-based pricing strategy, profits, consumer surplus, and social welfare. Prior research shows that BBP often yields lower profits than profits without customer recognition or behavior-based price discrimination. By contrast, we find that firms’ profits from conducting BBP increase with consumers’ fairness concerns. When fairness concerns are sufficiently strong, practicing BBP is more profitable than without customer recognition. However, consumers’ fairness concerns decrease consumer surplus. In addition, when consumers’ fairness concerns are sufficiently strong, they reduce inefficient switching and improve social welfare.
This paper was accepted by J. Miguel Villas-Boas, marketing.
"Last mile‟ delivery has become one of the bottlenecks of e-logistics. This article aims to explore the competitiveness of three „last mile‟ delivery modes -- attended home delivery (AHD), reception box (RB) and collection-and-delivery points (CDPs) in different scenarios, especially in high population density scenario. The advantages and disadvantages of each mode are introduced first. Then each mode‟s operation efficiency is solved with different kinds of vehicle routing problem (VRP) models and genetic algorithm (GA). Finally the cost of each mode is calculated on the basis of cost structures and operation efficiencies. The results show that different modes are suitable for different scenarios: i) AHD and independent reception box work better in a scenario with sparse population or small order quantity; ii) Shared reception box and CDPs are more appropriate in the scenario with high population density and large order quantity, and the better one depends on the cost of labors and facilities; iii) RB is desirable in some circumstances as delivering fresh vegetables and fruits to the ones living in high-grade communities.
This study focuses on whether historical satisfaction with an e-tailer (HSat) moderates baseline relationships in order fulfillment service quality models. HSat is defined as satisfaction with the e-tailer spanning all transactions except the current encounter. Encounter satisfaction (ESat) is defined as the consumer's satisfaction with the current transaction. In the baseline model, four order fulfillment service quality (OFSQ) dimensions managerially relevant to consumer e-tailing are examined: timeliness, availability, condition, and billing accuracy. The baseline structural model results support that OFSQ dimensions impact ESat, which in turn predicts two key consequences—repurchase intention and word-of-mouth. Adaptation theory is used to model the role of HSat, while controlling for transaction recency, vendor familiarity, and competitive pricing. HSat is shown to have pervasive main and interaction effects upon all baseline model relationships. These moderation effects have great managerial relevance. For example, the results illustrate a phenomenon similar to the service recovery paradox, wherein when a negative service encounter is followed by a highly positive service recovery event, previously dissatisfied consumers, as compared to previously satisfied consumers, respond with higher levels of current satisfaction. For managers, this finding is encouraging because policies that create highly positive events for consumers can thus supersede past negative experiences. Our results show however that HSat cannot be completely superseded by current OFSQ or current ESat.
Understanding the main determinants of Internet banking adoption is important for banks and users; our understanding of the role of users’ perceived risk in Internet banking adoption is limited. In response, we develop a conceptual model that combines unified theory of acceptance and use of technology (UTAUT) with perceived risk to explain behaviour intention and usage behaviour of Internet banking. To test the conceptual model we collected data from Portugal (249 valid cases). Our results support some relationships of UTAUT, such as performance expectancy, effort expectancy, and social influence, and also the role of risk as a stronger predictor of intention. To explain usage behaviour of Internet banking the most important factor is behavioural intention to use Internet banking.
Decarbonising transport is proving to be one of today's major challenges for the global automotive industry due to many factors such as the increase in greenhouse gas and particulate emissions affecting not only the climate but also humans, the increase in pollution, rapid oil depletion, issues with energy security and dependency from foreign sources and population growth. For more than a century, our society has been dependent upon oil, and major breakthroughs in low- and ultra-low carbon technologies and vehicles are urgently required. This review paper highlights the current status of hybrid, battery and fuel cell electric vehicles from an electrochemical and market point of view. The review paper also discusses the advantages and disadvantages of using each technology in the automotive industry and the impact of these technologies on consumers.
The late 1990s and early 2000s witnessed a growing interest amongst UK academics and policy makers in the issue of transport disadvantage and, more innovatively, how this might relate to growing concerns about the social exclusion of low income groups and communities. Studies (predominantly in the United Kingdom) began to make more explicit the links policy between poverty, transport disadvantage, access to key services and economic and social exclusion (see for example Church and Frost, 2000; TRaC, 2000; Lucas et al., 2001; Kenyon 2003; Kenyon et al., 2003; Hodgson and Turner, 2003; Raje, 2003).
The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greater for services than for government agencies, as well as find cause for concern in the observation that customer satisfaction in the United States is declining, primarily because of decreasing satisfaction with services. The authors estimate the model for the seven major economic sectors for which data are collected. Highlights of the findings include that (1) customization is more important than reliability in determining customer satisfaction, (2) customer expectations play a greater role in sectors in which variance in production and consumption is relatively low, and (3) customer satisfaction is more quality-driven than value- or price-driven. The authors conclude with a discussion of the implications of ACSI for public policymakers, managers, consumers, and marketing in general.
Objectives:
The main purpose of the article is to raise awareness among all the involved stakeholders about the risks and legal implications connected to the development and use of modern telemedicine systems. Particular focus is given to the class of "active" telemedicine systems, that imply a real-world, non-mediated, interaction with the final user. A secondary objective is to give an overview of the European legal framework that applies to these systems, in the effort to avoid defensive medicine practices and fears, which might be a barrier to their broader adoption.
Methods:
We leverage on the experience gained during two international telemedicine projects, namely MobiGuide (pilot studies conducted in Spain and Italy) and AP@home (clinical trials enrolled patients in Italy, France, the Netherlands, United Kingdom, Austria and Germany), whose development our group has significantly contributed to in the last 4 years, to create a map of the potential criticalities of active telemedicine systems and comment upon the legal framework that applies to them. Two workshops have been organized in December 2015 and March 2016 where the topic has been discussed in round tables with system developers, researchers, physicians, nurses, legal experts, healthcare economists and administrators.
Results:
We identified 8 features that generate relevant risks from our example use cases. These features generalize to a broad set of telemedicine applications, and suggest insights on possible risk mitigation strategies. We also discuss the relevant European legal framework that regulate this class of systems, providing pointers to specific norms and highlighting possible liability profiles for involved stakeholders.
Conclusions:
Patients are more and more willing to adopt telemedicine systems to improve home care and day-by-day self-management. An essential step towards a broader adoption of these systems consists in increasing their compliance with existing regulations and better defining responsibilities for all the involved stakeholders.
Background
As health care becomes more reliant on technology, a better understanding of the factors that contribute to acceptance and use of technology is now critical. The Unified Theory of Acceptance and Use of Technology (UTAUT) has been applied to study a variety of technologies in different settings, and it is one of the most cited theories in Information Systems (IS) research. However, there has been limited application of UTAUT to health IT and, in particular, to patients’ IT use.
Objectives
The aim of this study is to adapt UTAUT to the context of patient acceptance and use of an Emergency Department (ED) wait-times website, and to empirically test the modified model and compare the results to those of the original UTAUT model. Specifically, it is proposed that there will be a significant relationship between facilitating conditions and behavioral intention.
Methods
A survey of patients in the ED of a Canadian hospital was conducted, yielding 118 completed surveys, and subsequently analyzed using Partial least squares (PLS).
Results
This study found that the modified UTAUT produced a substantial improvement in variance explained in behavioral intention compared to the original UTAUT (66% versus 46%). The modified-UTAUT model showed significant effects in performance expectancy (r = 0.302, p < 0.01) and facilitating conditions (r = 0.539, p < 0.001) on behavioral intention to use the website, while the effort expectancy impact was not significant.
Conclusions
This study provides empirical support for the modified-UTAUT in the context of patients’ intention to use an ED wait times website. Some results of this study support prior research, while some differ, such as the non-significant relationship between effort expectancy and behavioral intention and the finding that performance expectancy is not the main driver of intention to use. As proposed, facilitating conditions – having the resources necessary to view the website and having the ability to find the website – were the most important factors influencing behavioral intention. UTAUT is a key theoretical advance in IS research and by modifying it to the context of patient use, we contribute to both IS and health research.
Purpose
The purpose of this paper is to measure and map the potential transportation network impedance to last-mile delivery (LMD) using spatial measures representing attributes of road network and planning controls.
Design/methodology/approach
The transport network impedance is estimated as the potential hindrance to LMD as imposed by the characteristics of the built and regulatory environment. A matrix of key transport and planning measures are generated and overlaid in geographical information systems to compute and visualise the levels of transportation network impedance to LMD using a composite indexing method.
Findings
The mapped outputs reveal significant spatial variation in transportation network impedance to LMD across different part of the study area. Significant differences were detected along the road segments that connect key industrial hubs or activity centres especially along tram routes and freight corridors, connecting the Port of Melbourne and logistic hub with the airport and the Western Ring Road.
Research limitations/implications
The use of static measures of transport and urban planning restricts the robustness of the impedance index, which can be enhanced through better integration of dynamic and real-time movements of business-to-business LMD of goods. Spatial approach is valuable for broader urban planning at a metropolitan or council level; however, its use is somewhat limited in assisting the daily operational planning and logistics decision making in terms of dynamic routing and vehicle scheduling.
Practical implications
The built and regulatory environment contributes to the severity of LMD problem in urban areas. The use of land use controls as instruments to increase city compactness in strategic nodes/hubs is more likely to deter the movement of urban freight. The mapped outputs would help urban planners and logisticians in mitigating the potential delay in last-mile deliveries through devising localised strategies such as dedicated freight corridors or time-bound deliveries in congested areas of road network.
Originality/value
This is the first study that measured the potential transport network impedance to LMD and improved understanding of the complex interactions between urban planning measures and LMD. Micro-scale mapping of transportation network impedance at the street level adds an innovative urban planning dimension to research in the growing field of city logistics.
New powertrain technologies, such as Hybrid Electric Vehicles, have a price premium which can often be offset by lower running costs. Total Cost of Ownership combines these purchase and operating expenses to identify the most economical choice of vehicle. This is a valuable assessment for private and fleet purchasers alike. Studies to date have not compared Total Cost of Ownership across more than two vehicle markets or analysed historic costs. To address this gap, this research provides a more extensive Total Cost of Ownership assessment of conventional, Hybrid, Plug-in Hybrid and Battery Electric Vehicles in three industrialized countries – the UK, USA (using California and Texas as case studies) and Japan – for the time period 1997–2015. Finally, the link between Hybrid Electric Vehicle Total Cost of Ownership and market share is analysed with a panel regression model.
In all regions the incremental Total Cost of Ownership of hybrid and electric vehicles compared to conventional vehicles has reduced from the year of introduction and 2015. Year on year Hybrid Electric Vehicles Total Cost of Ownership was found to vary least in the UK due to the absence of subsidies. Market share was found to be strongly linked to Hybrid Electric Vehicle Total Cost of Ownership through a panel regression analysis. Financial subsidies have enabled Battery Electric Vehicles to reach cost parity in the UK, California and Texas, but this is not the case for Plug-in Hybrid Electric Vehicles which haven’t received as much financial backing. This research has implications for fleet purchasers and private owners who are considering switching to a low-emission vehicle. The findings are also of interest to policymakers that are keen to develop effective measures to stimulate decarbonisation of the fleet and improve air quality.
This study explores customer value in relation to parcel lockers, a self-service tool that reshapes the delivery and returns experience in the context of e-commerce last mile delivery. Parcel lockers offer a response to retail and last mile delivery challenges provoked by the rapid growth of e-commerce worldwide. Retailers, logistics service providers, communities, and other stakeholders now face issues due to increased volumes of goods sold online. The introduction of parcel lockers to service algorithms is intended to address these issues by involving consumers in the service process. However, the existing research fails to provide knowledge about the customer’s view on this new technological solution. This study followed a focus group design and built on grounded theory to provide insights into customer value in relation to parcel lockers. These insights can contribute to both research and practice.
Abstract
The key objective of this study is to propose and examine a conceptual model that best explains the key factors influencing Jordanian customers' intentions and adoption of Internet banking. The conceptual model proposed was based on the extended Unified Theory of Acceptance and Use of Technology (UTAUT2). This was further extended by adding perceived risk as an external factor. Structural equation modelling (SEM) was conducted to analyse the data collected from the field survey questionnaires administered to a convenience sample of Jordanian banking customers. The results show that behavioural intention is significantly influenced by performance expectancy, effort expectancy, hedonic motivation, price value and perceived risk; however, social influence does not have a significant impact on behavioural intention. This study offers Jordanian banks some guidelines for designing and marketing such channel in order to enhance their acceptance by their customers.
Purpose
The purpose of this paper is to investigate a new and practical decision support model of the coordinated replenishment and delivery (CRD) problem with multi-warehouse (M-CRD) to improve the performance of a supply chain. Two algorithms, tabu search-RAND (TS-RAND) and adaptive hybrid different evolution (AHDE) algorithm, are developed and compared as to the performance of each in solving the M-CRD problem.
Design/methodology/approach
The proposed M-CRD is more complex and practical than classical CRDs, which are non-deterministic polynomial-time hard problems. According to the structure of the M-CRD, a hybrid algorithm, TS-RAND, and AHDE are designed to solve the M-CRD.
Findings
Results of M-CRDs with different scales show that TS-RAND and AHDE are good candidates for handling small-scale M-CRD. TS-RAND can also find satisfactory solutions for large-scale M-CRDs. The total cost ( TC ) of M-CRD is apparently lower than that of a CRD with a single warehouse. Moreover, the TC is lower for the M-CRD with a larger number of optional warehouses.
Practical implications
The proposed M-CRD is helpful for managers to select the suitable warehouse and to decide the delivery scheduling with a coordinated replenishment policy under complex operations management situations. TS-RAND can be easily used by practitioners because of its robustness, easy implementation, and quick convergence.
Originality/value
Compared with the traditional CRDs with one warehouse, a better policy with lower TC can be obtained by the new M-CRD. Moreover, the proposed TS-RAND is a good candidate for solving the M-CRD.
Despite reducing environmental pollution and the excessive consumption of fossil fuels, the number of battery electric vehicles (BEVs) on the road is still low. Why is this so? Why is the mass adoption of BEVs so difficult to realize? One important reason is that the adoption of BEVs is, to a large extent, dependent on the acceptance of private consumers, and their willingness to adopt this mode of transport is insufficient. This study is a systematic overview of peer-reviewed journal articles to identify the reasons for and against consumer intentions to adopt BEVs. A total of 1846 papers were retrieved and after a two-step identification, 40 papers were finally identified and analyzed in detail. The influencing factors were categorized into three main types, namely demographic, situational and psychological, and they were reviewed separately. In addition, the shortcomings and deficiencies in the current studies were also noted.
The growth of online shopping will likely impact rates of in-store shopping, signaling potentially significant ramifications for shopping-related vehicle travel. To better understand this relationship, we studied shoppers in Davis, California using a comprehensive survey dataset to explore the effect of personal characteristics, attitudes, perceptions, and the built environment on the frequencies of shopping online and within three distinct shopping settings. Overall, results showed that attitudes and perceptions played an important role in the shopping decision. The ordered response models of shopping frequency also revealed that the shopping motivations for each setting differed. Most notably, many of the factors influencing the frequency of shopping outside Davis had the opposite effect on shopping within Davis. Joint copula models subsequently suggested that online shopping had a complementary relationship with in-store shopping frequency, even after controlling for demographic variables and attitudes. Rather than reducing shopping travel, it appears that online shopping is associated with higher in-store shopping rates.
The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Further, and contrary to common assertion, the risk of making a Type II error can be substantial even when the sample size is large. Moreover, the present testing methods are unable to assess a model's explanatory power. To overcome these problems, the authors develop and apply a testing system based on measures of shared variance within the structural model, measurement model, and overall model.
Background
mHealth (mobile health) services are becoming an increasingly important form of information and communication technology (ICT) enabled delivery for healthcare, especially in low-resource environments such as developing countries like Bangladesh. Despite widespread adoption of mobile phones and the acknowledged potential of using them to improve healthcare services, the adoption and acceptance of this technology among the elderly is significantly low. However, little research has been done to draw any systematic study of the elderly’s intention to adopt mHealth services.
Objective
The aim of this study was to develop a theoretical model based on the Unified Theory of Acceptance and Use of Technology (UTAUT) and then empirically test it for determining the key factors influencing elderly users’ intention to adopt and use the mHealth services.
Methods
A face-to-face structured questionnaire survey method was used to collect data from nearly 300 participants of age 60 years and above from the capital city of Bangladesh. The data were analyzed using the Partial Least Squares (PLS) method, a statistical analysis technique based upon Structural Equation Modeling (SEM).
Results
The study determined that performance expectancy, effort expectancy, social influence, technology anxiety, and resistance to change (p < 0.05) had a significant impact on the users’ behavioral intention to adopt mHealth services. The study, however, revealed no significant relation between the facilitating condition and the users’ behavioral intention to use the mHealth services (p > 0.05).
Conclusions
This study confirms the applicability of UTAUT model in the context of mHealth services among the elderly in developing countries like Bangladesh. It provides valuable information for mHealth service providers and policy makers in understanding the adoption challenges and the issues and also provides practical guidance for the successful implementation of mHealth services. Additionally the empirical findings identify implications related to the design and development of mHealth services that influence potential users. Furthermore, due to a generic approach, the findings of this study could be easily modified to assist other developing countries in the planning and up-take of mHealth services.
Despite the outstanding growth of social network sites in recent years, more research is needed to better understand how users' intentions to share their experiences with products and brands are formed through these applications. With this in mind, this study takes the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) as a reference and develops an extended model by considering the substitution of “price value” with “privacy concerns”, since social network sites are free applications, with no economic cost to users but with potential problems of self-disclosure. Our model also includes the interrelations between the explanatory variables postulated in the UTAUT2, an issue that is not considered in its original formulation. This approach is empirically tested through a quantitative study in the tourism industry, where social network sites have significant influence. The results from a sample of 537 tourists show that there are three main drivers of users' intentions to use social network sites to publish content about their experiences: performance expectancy, hedonic motivation, and habit. Additionally, our results support the existence of interrelations between the explanatory variables. Finally, three of the factors studied (i.e., facilitating conditions, social influence, and privacy concerns) do not have any influence on the intention to use social network sites to share content.
This empirical study examines distance effects on cross-border electronic commerce and in particular the importance of express delivery in reducing the time dimension of distance. E-commerce provides suppliers with a range of opportunities to reduce distance as perceived by online buyers. They can reduce psychological barriers to cross-border demand by designing websites that simplify the search for and comparison of products and suppliers across countries. They can reduce cost barriers by applying pricing strategies that redistribute transportation costs, and they can overcome time barriers offering express delivery services. This study of 721 regions in five countries of the European Union shows that distance is not “dead” in e-commerce, that express delivery reduces distance for cross-border demand, and that e-demand delivered by express services is more time sensitive and less price sensitive than e-demand satisfied by standard delivery. The willingness of e-customers to pay for express services is shown to be affected by income and by the relative lead-time benefits and express charges. Furthermore, the adoption of express delivery is positively associated with e-loyalty in terms of repurchase rates. The results confirm the importance for e-suppliers of cleverly designed delivery services to reduce distance in order to attract online customers across borders.
This study aims to provide an integrated model that examines the determinants of near-field communication (NFC) based mobile payment (MP) technology acceptance in the restaurant industry.The proposed model, which combines the unified theory of acceptance and use of technology (UTAUT) and technology acceptance model (TAM), was tested via structural equation modeling (SEM) by using data collected from 412 restaurant customers. The study results indicated that the proposed model provides approximately 20% greater explanatory power and predictive accuracy than the original UTAUT model and demonstrates strong evidence of the effects of risk, security, and trust on customers’ intentions to use NFC-based MP technology in restaurant settings. In addition, considering the total effect, attitude, security, and risk have the most substantial impact on customers’ behavioral intentions. The study results further demonstrate that risk, security, and trust are also important determinants, with direct and indirect impacts, of other critical constructs (i.e., effort expectancy, hedonic and utilitarian performance expectancy, attitude, and intention). The empirical findings provide valuable theoretical contributions for researchers and practical implications for restaurant operators and technology vendors by explaining the reasons as to why the NFC-based MP is not popular in North American restaurants.
Nowadays, banks get an opportunity of serving to their customers without the restriction of location and time, thanks to internet. But some customers still do not use it, because of different reasons. In order to understand this problem a structural equation model of Internet banking use in Dokuz Eylul University's academicians was developed. A survey instrument was used to gather data to estimate the proposed research model. The results show that “Benefits of Internet Banking”, “Communication” and “Convenience” significantly influence customers' Internet banking use. Overall, the model helps to increase our understanding of how these factors interact to influence Internet banking use, which can help in the design of Internet banking.