Sustainable Solutions in E-Commerce: An Examination of Customer Acceptance of Automated Delivery Stations in Vietnam

Jung-Fa Tsai, Hong-Ngoc Ngo, Zhen-Hua Che and Ming-Hua Lin ()
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Jung-Fa Tsai: Department of Business Management, National Taipei University of Technology, Taipei 106344, Taiwan
Hong-Ngoc Ngo: Department of Industrial Engineering and Management, National Taipei University of Technology, Taipei 106344, Taiwan
Zhen-Hua Che: Department of Industrial Engineering and Management, National Taipei University of Technology, Taipei 106344, Taiwan
Ming-Hua Lin: Department of Urban Industrial Management and Marketing, University of Taipei, Taipei 111036, Taiwan

Sustainability, 2024, vol. 16, issue 11, 1-16

Abstract: The rapid emergence of e-commerce in Vietnam has resulted in significant pressure on freight traffic and the environment, particularly in urban areas. Automated delivery stations (ADSs), also known as smart lockers or parcel lockers, offer a promising solution to improve the sustainability of last-mile delivery systems. However, the adoption of such a sustainable alternative by Vietnamese customers is inadequately understudied. This study primarily aims to investigate factors impacting Vietnamese customers’ acceptance of these automated delivery points. Utilizing structural equation modeling (SEM), a survey following convenience sampling was carried out in Vietnam to assess recent experiences at automated delivery stations. The results showed that innovativeness and location convenience positively influenced consumer intention to use ADS, while perceived time pressure had no impact on consumer intention to use automatic delivery systems. This study provides valuable insights to e-commerce companies to customize their services to match customer preferences, which will optimize last-mile delivery options and thereby promote sustainable practices.

Keywords: innovativeness; location convenience; perceived time pressure; automatic delivery stations (ADS); self-service parcel delivery (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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