Customer switching intention from home delivery to smart locker delivery: Evidence from Vietnam

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The purpose of this study is to uncover evidence on the factors influencing switching intention from home delivery to smart lockers in the last-mile delivery service. The research model is constructed based on the Pull-Push-Mooring Theory and the Customer Perceived Value Theory using structural equation modelling to analyze data collected from 557 smart locker users in Vietnam. The results indicated a significantly positive influence of pull factors (convenience, environmental friendliness, and security) and push factors (delivery failure experience and risk), and confirmed that mooring factors (habit and switching cost) negatively impacted customers’ intention to switch from home delivery to smart lockers. The study also revealed that mooring factors moderate the relationship between pull factors and the intention to switch. Moreover, gender, age and frequency of shopping online are significant to switching intention, and usefulness mediates between them and switching intention. Several managerial implications were suggested for stakeholders in order to enhance customers’ switching intentions to use smart lockers, thereby improving the quality, efficiency, and sustainability of the last-mile delivery service in the future.

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    • Figure 1. Research framework
    • Figure 2. Structural model
    • Table 1. Research sample characteristics
    • Table 2. Results of evaluating composite reliability, outer loadings, and AVE of first-order items
    • Table 3. Discriminant validity
    • Table 4. Hypothesis testing results
    • Conceptualization
      Nguyet Nguyen, Minh Trang Nguyen
    • Formal Analysis
      Nguyet Nguyen, Manh Hung Nguyen
    • Funding acquisition
      Nguyet Nguyen
    • Project administration
      Nguyet Nguyen
    • Supervision
      Nguyet Nguyen
    • Writing – original draft
      Nguyet Nguyen, Minh Trang Nguyen, Thi Thuy Chung Nguyen
    • Writing – review & editing
      Nguyet Nguyen, Thi Thuy Chung Nguyen
    • Data curation
      Minh Trang Nguyen, Manh Hung Nguyen
    • Methodology
      Minh Trang Nguyen, Thi Thuy Chung Nguyen, Manh Hung Nguyen
    • Investigation
      Thi Thuy Chung Nguyen
    • Resources
      Thi Thuy Chung Nguyen
    • Software
      Thi Thuy Chung Nguyen, Manh Hung Nguyen
    • Validation
      Thi Thuy Chung Nguyen, Manh Hung Nguyen
    • Visualization
      Thi Thuy Chung Nguyen, Manh Hung Nguyen