FACTORS INFLUENCING CUSTOMER’S INTENTION TO USE SELF-COLLECTION SERVICE VIA AUTOMATED PARCEL LOCKER IN BANGKOK METROPOLITAN AREA, THAILAND

  • Orawee Thongkam Ph.D student in Logistics, Chulalongkorn University
  • Manoj Lohatepanont Chulalongkorn University
  • Pongsa Pornchaiwiseskul Chulalongkorn University
Keywords: Intention to use, Technology Acceptance model, Structural Equation Model, Automated parcel locker, self-collection service, last mile deliveries, consumer behavior

Abstract

Automated Parcel Locker (APL) offers an effective and efficient way to respond to increase in volumes of parcel delivered from the rising of E-commerce. Prior research in Self-service Technology (SST) and self-collection service are integrated. Conceptual model is proposed which combine Technology acceptance model and other external variables. The study found that Trialability, Perceived Ease of Use, Perceived Usefulness have positive impact on Attitude, and Attitude has positive impacts on Intention to Use APL. While Technology Anxiety,
Perceived Control, and Transaction Cost have no significant impact to Intention to use APL. This study offers valuable theoretical and managerial implications. Logistics service providers
should concentrate on their marketing force and customize their services to encourage customer to try on this service and promote the service in such a way that make them feel ease
of use and get them aware of service advantages over home delivery.

Published
2021-06-30