ABSTRACT

With the surge in online purchases, customers' requirement for last-mile delivery also increases. This study focuses on the express delivery service, the primary channel in last-mile delivery, to discover the factors influence customers' use. Based on the extended Unified Theory of Acceptance and Use of Technology, a conceptual model is proposed to structure the hypothetical effects between the constructs performance expectancy in delivery speed and delivery reliability, effort expectancy, facilitating conditions and behavioural intention. A 5-year (2015–2019) longitudinal survey was conducted in the UK, and 3964 responses were collected to validate the model. The results indicate that the performance expectancy in delivery reliability has a positive impact on customers' behaviour intention to adopt an express delivery service, while the performance expectancy in delivery speed, unexpectedly, shows insignificant impact. Moreover, the effort expectancy was found to have no effect on behaviour intention; however, the facilitating conditions have a negative influence.

摘要

随着网上购物的激增，客户对最后一公里配送的要求也随之增加。本研究重点关注快递服务这一最后一公里配送的主要渠道，以发现影响客户使用的因素。基于扩展的技术接受和使用统一理论，提出了一个概念模型来构建构建绩效期望在交付速度和交付可靠性、努力期望、便利条件和行为意图方面的假设效应。在英国进行了一项为期 5 年（2015-2019 年）的纵向调查，收集了 3964 份回复来验证该模型。结果表明，交付可靠性的绩效期望对客户采用快递服务的行为意愿有正向影响，而交付速度的性能预期却出人意料地显示出微不足道的影响。此外，努力期望对行为意向没有影响；然而，便利条件有负面影响。