Resistance to Change and Status Quo Bias Theory Applied to Adherence to Autonomous Robot Delivery Systems: A Survey in Singapore

Autonomous robot delivery systems promote sustainable urban development and consumption. To study users’ intentions to switch over or resist autonomous robot delivery systems, this study has applied the integrated user resistance model and innovation resistance theory to develop a model. Surveys were distributed to 637 residents residing in Singapore and analyzed using structural equation modeling. The findings support all nine hypotheses and confirm the proposed relationships between the variables in the proposed model. Therefore, this study enriches understanding of consumers’ decision-making processes pertaining to switching costs and switching benefits and allows for a more in-depth understanding of switching and resistance behaviors. Furthermore, the total effect analysis indicates that switching costs have the highest total effect on resistance while switching benefits have the highest total effect on intentions to switch to autonomous robot delivery systems. This information can be used in businesses’ marketing strategies to reach a bigger audience.