Exploring the Sustainable Last-Mile Delivery Characteristics on Customer Intention

Abstract

Nowadays, e-commerce is growing rapidly and more customers expect delivery services that are fast, convenient, and flexible. At the same time, traditional door-to-door delivery may cause problems such as missed deliveries when customers are not at home, which encourages the use of self pick-up options such as pick-up points and parcel lockers. Therefore, the main problem addressed in this study is understanding what characteristics of sustainable last-mile delivery influence customer intention to choose self pick-up delivery methods in the Klang Valley. The purpose of this quantitative study was to use the Theory of Planned Behavior (TPB) as the proposed framework to examine the factors that influence customer intention toward sustainable last-mile delivery. There are five independent variables in this study, like convenient delivery, environmental impact, delivery cost, delivery time, and distance to pick up location, which are associated and customer intention as the dependent variable. A quantitative research design was used to address the research problem and objectives. The results show that customer intention towards sustainable delivery methods can be influenced by delivery time, distance to pick-up location, delivery convenience, environmental impact and delivery cost. The report also highlights on the customer perceptions on incorporating sustainable approach in delivering the customers’ demand, as well as offer practical advice to businesses trying to improve their operational efficiency and competitive advantage.