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Impact of smart locker use on customer satisfaction of online shoppers in Vietnam

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  • Nguyen Hong Quan

    (Foreign Trade University)

  • Nguyen Thi Binh

    (Foreign Trade University)

  • Bui Thi Ly

    (Foreign Trade University)

Abstract

In recent years, smart lockers have been increasingly utilised in the last-mile delivery stage of e-commerce. Although this technological advance has received significant scientific attention, especially in developed countries, little is known about the general behaviour of Smart Locker users. This study aimed to explore the impact of smart locker use on customer satisfaction with online shopping experience. We used structural equation modelling to analyse data collected from 442 smart locker users in Vietnam. The results revealed that convenience, privacy and security, and reliability attributes significantly impacted the satisfaction of smart locker users through the mediators of perceived value and transaction costs. These findings are expected to reinforce the utilised theories and enrich theoretical research on self-service technologies in last-mile delivery and their influence on consumer behaviour.

Suggested Citation

  • Nguyen Hong Quan & Nguyen Thi Binh & Bui Thi Ly, 2022. "Impact of smart locker use on customer satisfaction of online shoppers in Vietnam," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-11, December.
    • Handle: RePEc:pal:palcom:v:9:y:2022:i:1:d:10.1057_s41599-022-01428-6
    DOI: 10.1057/s41599-022-01428-6
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    1. Ade Paranata & Pahrudin & Syamsiyatul Muzayyanah & Thi Ha Trinh, 2023. "Identification of factors influencing entrepreneurial behavior: unveiling start-up business initiatives in Indonesia," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
    2. Jung-Chieh Lee & Yuyin Tang & SiQi Jiang, 2023. "Understanding continuance intention of artificial intelligence (AI)-enabled mobile banking applications: an extension of AI characteristics to an expectation confirmation model," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
    3. Chen, Liuyan & Wu, Pengkun & Dou, Yudan & Wu, Yuanyuan, 2023. "Investigating senders’ switching intention to smart lockers: An extension of push-pull-mooring model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).

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