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Determinants of adoption intention towards collection-and-delivery points among Vietnamese consumers: the role of emotional trust

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  • Dat Van Luong

Abstract

The rapid growth of e-commerce has intensified demand for efficient last-mile delivery solutions, positioning collection-and-delivery points (CDPs) as a promising alternative, particularly in developing countries. However, prior research has largely emphasised rational determinants of adoption while paying limited attention to affective factors. Drawing on Innovation Diffusion Theory and the Heuristic-Systematic Model, this study develops an integrated framework incorporating cognitive trust and emotional trust to examine Vietnamese consumers’ intentions to adopt CDPs. Data from 440 consumers were analyzed using structural equation modeling. The findings reveal that emotional trust exerts the strongest direct effect on adoption intention and plays a pivotal mediating role in the relationship between cognitive trust and adoption intention. By highlighting the importance of affective trust, this study advances understanding of consumer decision-making in innovative logistics services and offers practical implications for promoting CDP adoption in developing economies.

Suggested Citation

  • Dat Van Luong, 2026. "Determinants of adoption intention towards collection-and-delivery points among Vietnamese consumers: the role of emotional trust," Transportation Planning and Technology, Taylor & Francis Journals, vol. 49(5), pages 891-911, July.
    • Handle: RePEc:taf:transp:v:49:y:2026:i:5:p:891-911
    DOI: 10.1080/03081060.2026.2638912
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