Do I need to use it? Factors influencing the intention to adopt automated parcel lockers as last-mile delivery services

Abstract

Researchers have been intrigued by parcel lockers for last-mile delivery services, prompting them to investigate the matter more. This study examines factors affecting consumers’ intention to use parcel lockers through the Unified Theory of Acceptance and the Use of Technology (UTAUT). This study proposed the mediating role of performance expectancy in the relationship between social influence and effort expectancy with the intention of adopting parcel locker services. An online structured questionnaire was employed and managed to collect data from 444 respondents. The non-probability purposive sampling technique was chosen as the sampling technique, while the SmartPLS version 4.0 analysed research data. The data found that performance expectancy and compatibility over consumers' intention strongly exerted the intention to use parcel lockers. For the mediator factor, the analysis uncovered evidence that performance expectancy can effectively mediate the relationship between social influence, effort expectancy, and intention to adopt parcel lockers. The research demonstrated the significance of the UTAUT model in pinpointing the reason for the parcel locker's adoption intention in Malaysia. The research findings could provide meaningful information to logistics businesses, courier companies, and relevant government bodies to design and implement strategies to enhance the acceptance and usage of parcel lockers as the last delivery option compared to home delivery.