An investigation of customers’ intention to use self-collection services for last-mile delivery
Yuen, Kum Fai
Ng, Wendy Li Ting
Wong, Yiik Diew
Date of Issue2018
School of Civil and Environmental Engineering
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 cus- tomers' 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 re- sults 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 de- livery methods. This paper enriches the literature on IDT as well as the management and design of self-collection services for last-mile delivery.
© 2018 Elsevier. This is the author created version of a work that has been peer reviewed and accepted for publication by Transport Policy, Elsevier. It incorporates referee’s comments but changes resulting from the publishing process, such as copyediting, structural formatting, may not be reflected in this document. The published version is available at: [http://dx.doi.org/10.1016/j.tranpol.2018.03.001].