The factors that affect customers’ intention to adopt self-pickup in e-commerce delivery

Hew, Min Wai (2023) The factors that affect customers’ intention to adopt self-pickup in e-commerce delivery. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

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Abstract

Nowadays, the development of e-commerce activities is increasing over years due to the technology advancement and its convenience. The exponential e-commerce growth has led to a surge in parcel delivery services. However, local logistics providers face challenges such as traffic congestion, complex delivery schedules, and high transportation costs in last-mile delivery. The self-pickup service is an innovative way to overcome inefficiencies caused by conventional home delivery. The benefits of self-pickup services include reducing delivery failure, eliminating inefficient costs, and reducing environmental impact. Therefore, the customer’s intention to adopt this service in e-commerce delivery is very important for the future development of infrastructure in our country in order to improve the living standards of Malaysian. This study attempts to investigate the factors such as convenience, reliability, and simplicity that affect customers’ intention to self-pickup parcels in the last-mile delivery. Last but not least, this research will provide insights into how logistics service providers or courier service providers can improve the existing self-pickup service system in order to encourage customers to self-collect their parcels instead of selecting home delivery services.

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