Customers’ smart lockers switching behaviors in Hanoi: Facilitator and inhibitor factors


Authors

  • Nguyen Thi My Nguyet Thuongmai University
  • Tran Thi Hoang Ha Thuongmai University
  • Nguyen Minh Trang Thuongmai University
  • Nguyen Thi Thuy Chung Thuongmai University
DOI: https://doi.org/10.57110/jebvn.v4i1.273

Keywords:

Last-mile delivery, smart locker, switching behaviors, facilitator factors, inhibitor factors

Abstract

This study applied customer perceived value and innovation resistance theory to examine facilitator and inhibitor factors for switching behaviors from home delivery to smart lockers. Survey data from 327 customers using smart lockers in Hanoi was analyzed by using PLS-SEM. The findings show that inhibitor factors including usage barriers,  value barriers, and traditional barriers  negatively affect switching behaviors toward smart lockers. Meanwhile, facilitors such as functional value, emotional value and environmental value positively impacts switching behaviors. This difference was found between the group of customers based on shopping online frequencies. Thereby, some practical implications are proposed to help enterprises to enhance customers' switching behaviors to use smart lockers in last-mile delivery in the future.

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Published

25-02-2024

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How to Cite

Nguyen Thi My Nguyet, Tran Thi Hoang Ha, Nguyen Minh Trang, & Nguyen Thi Thuy Chung. (2024). Customers’ smart lockers switching behaviors in Hanoi: Facilitator and inhibitor factors. VNU JOURNAL OF ECONOMICS AND BUSINESS, 4(1), 78. https://doi.org/10.57110/jebvn.v4i1.273

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Original Article