E-consumers’ intention and adoption of parcel locker services : the moderating effects of resistance to change and perceived value /
Fara Adura Mohd Yusoff,
E-consumers’ intention and adoption of parcel locker services : the moderating effects of resistance to change and perceived value / Fara Adura Binti Mohd Yusoff - xiii, 288 pages : illustrations (some color) ; 30 cm. + 1 CD-ROM
Faculty of Industrial Management
Thesis (Doctor of Philosophy) -- Universiti Malaysia Pahang – 2025
Includes bibliographical references
The rise in e-commerce activity has also increased the demand for last mile delivery (LMD) services. However, the conventional form of distribution (i.e., home delivery) has several drawbacks and could be more efficient across the supply chain process. Innovative solutions like self-service deliveries (e.g., parcel lockers) have recently been introduced to improve the efficiency of LMD. However, statistics show that consumers' acceptance of parcel locker services does not align with the service providers' anticipation. Therefore, this study investigates factors influencing consumers' intention and adoption of parcel lockers as an LMD service in Malaysia. The research population involved individual online shopping consumers in Malaysia who were selected via purposive sampling. A two-wave longitudinal online survey with a four-month interval was conducted to collect the data, enabling the researcher to observe changes in variables over time while maintaining the participants' interest and reducing dropout. A total of 493 and 268 responses were obtained at Time 1 and Time 2, respectively. Smart Partial Least Squares (SmartPLS) software was used to analyse the data. The results showed that effort expectancy, innovativeness, compatibility, and green knowledge significantly influence the intention to adopt parcel lockers at Time 1. As for T2, social influence influenced the intention to adopt parcel lockers considerably. The results further denoted that innovativeness significantly affects compatibility at both times. These findings provide evidence that behavioural intention significantly influences the adoption of parcel lockers, and that perceived value plays an important role in moderating the impact of intention on the adoption of parcel lockers but not resistance to change. Furthermore, green knowledge was found to have a large impact on behavioural intention, while perceived value has a large effect on adoption. These results carry significant implications from the theoretical and managerial perspectives and offer valuable information to several parties, such as logistics companies, the government, and related agencies, in helping them to develop strategies to increase consumers' intention and adoption of parcel locker delivery services. Such insights are expected to support the long-term success of parcel locker delivery as an LMD choice in Malaysia.
THE0010064 (Local)
Faculty of Industrial Management--Dissertations
Universities and colleges--Dissertations
Theses--Dissertations
E-consumers’ intention and adoption of parcel locker services : the moderating effects of resistance to change and perceived value / Fara Adura Binti Mohd Yusoff - xiii, 288 pages : illustrations (some color) ; 30 cm. + 1 CD-ROM
Faculty of Industrial Management
Thesis (Doctor of Philosophy) -- Universiti Malaysia Pahang – 2025
Includes bibliographical references
The rise in e-commerce activity has also increased the demand for last mile delivery (LMD) services. However, the conventional form of distribution (i.e., home delivery) has several drawbacks and could be more efficient across the supply chain process. Innovative solutions like self-service deliveries (e.g., parcel lockers) have recently been introduced to improve the efficiency of LMD. However, statistics show that consumers' acceptance of parcel locker services does not align with the service providers' anticipation. Therefore, this study investigates factors influencing consumers' intention and adoption of parcel lockers as an LMD service in Malaysia. The research population involved individual online shopping consumers in Malaysia who were selected via purposive sampling. A two-wave longitudinal online survey with a four-month interval was conducted to collect the data, enabling the researcher to observe changes in variables over time while maintaining the participants' interest and reducing dropout. A total of 493 and 268 responses were obtained at Time 1 and Time 2, respectively. Smart Partial Least Squares (SmartPLS) software was used to analyse the data. The results showed that effort expectancy, innovativeness, compatibility, and green knowledge significantly influence the intention to adopt parcel lockers at Time 1. As for T2, social influence influenced the intention to adopt parcel lockers considerably. The results further denoted that innovativeness significantly affects compatibility at both times. These findings provide evidence that behavioural intention significantly influences the adoption of parcel lockers, and that perceived value plays an important role in moderating the impact of intention on the adoption of parcel lockers but not resistance to change. Furthermore, green knowledge was found to have a large impact on behavioural intention, while perceived value has a large effect on adoption. These results carry significant implications from the theoretical and managerial perspectives and offer valuable information to several parties, such as logistics companies, the government, and related agencies, in helping them to develop strategies to increase consumers' intention and adoption of parcel locker delivery services. Such insights are expected to support the long-term success of parcel locker delivery as an LMD choice in Malaysia.
THE0010064 (Local)
Faculty of Industrial Management--Dissertations
Universities and colleges--Dissertations
Theses--Dissertations