Investigating consumer ‘s intention to adopt and use automated parcel lockers for last mile delivery in Gauteng

Abstract

E-commerce growth brings new challenges and opportunities into logistic services, especially delivery services: increased customer demands and expectations, rising online shopping and frequency of purchasing. Automated parcel lockers, introduced as an alternative to home deliveries, create opportunities for an efficient distribution model for small parcels. Little has been explored in the South African context regarding consumers’ behavioural intention to use automated parcel lockers and how this can lead to their actual use. This study aimed to address the identified research gap from a consumer perspective. To achieve its goal, the unified theory of acceptance and use of technology was adopted to investigate factors influencing consumer behavioural intention to use automated parcel lockers for last mile delivery in Gauteng. Quantitative data through an online distributed questionnaire was used to answer the primary research questions. This study utilised convenience sampling to select a sample of 172 study respondents. The findings support four of the five proposed hypotheses, holding true that consumers’ behavioural intention fully mediates the relationship between performance expectancy, social influence and facilitating conditions to use automated parcel lockers.