Determinants of Consumer’s Intention to Use Self-Collection Service for Last-Mile Delivery in Malaysia

Lim, Kah Yee (2024) Determinants of Consumer’s Intention to Use Self-Collection Service for Last-Mile Delivery in Malaysia. Masters thesis, Tunku Abdul Rahman University of Management and Technology.

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Abstract

Last-mile delivery has increasingly provided novel solutions to dispatch parcels to customers' doorsteps that draw on the end-user's logistical infrastructure. The evolution of last-mile delivery began with home delivery and has progressed to a more recent form, self-collection service. Malaysia possesses tremendous potential for the growth of self-collection services due to the increase in Internet user and flourishing e-commerce industry. This study aims to investigate the determinants of consumer’s intention to use self-collection service for last-mile delivery in Malaysia. This study focused on Innovation Diffusion Theory and Theory of Planned Behaviour. A quantitative approach using questionnaires was adopted for this study. A total of 192 questionnaires were collected around Malaysia. The result showed that perceived compatibility, perceived relative advantage and perceived trialability have a positive significant relationship with attitude towards self-collection service, but the perceived observability has a positive but non-significant relationship with attitude towards self-collection service. Moreover, perceived complexity was found to have negative relationship with attitude towards self-collection service. Furthermore, perceived security and perceived privacy have positive and significant relationship with perceived trust. Lastly, attitude towards self-collection service and perceived trust have positive and significant relationship with consumer’s intention to use self-collection service. This study also helps to provide insights for the policymaker to promote self-collection service in Malaysia. The limitations and future studies were also discussed in this study.