An investigation of customers’ intention to use self-collection services for last-mile delivery

Anchored on Innovation Diffusion Theory (IDT), this paper analyses customers’ intention to use self-collection as a last-mile delivery method. Characteristics of innovation were hypothesised to be key factors influencing customers’ intention to use self-collection services. Demographic characteristics were also tested. Survey data were collected from 164 consumers located in Singapore and analysed using hierarchical regression analysis. The results show that among the five key characteristics of innovation, relative advantage, compatibility and trialability positively influence customers’ intention to use self-collection services. It is also found that the pre-eminent step to improve customers’ intention is to integrate self-collection into consumers’ lifestyle, values and needs. In addition, self-collection services should be marketed in a manner that confers a clear advantage over other last-mile delivery methods. This paper enriches the literature on IDT as well as the management and design of self-collection services for last-mile delivery.