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

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.

Unlocking the Potential of Vietnamese Supply Chain with Digitalization: A Bibliometric Analysis and Systematic Literature Review

“…To effectively address the digitalization needs of the Vietnamese supply chain, firms are urged to strategically leverage the transformative potential of information technology (IT) in their business processes as seen in Figure 4. This entails moving beyond mere automation, as exemplified by the deployment of smart lockers by ecommerce platforms, as demonstrated in the case study conducted by Quan et al (2022). Instead, businesses are encouraged to embrace a higher level of informatics, which involves augmenting the utilization of data analytics within supply chain management.…”

Yếu tố nào tác động đến chất lượng dịch vụ giao hàng chặng cuối trong đô thị - Trường hợp nghiên cứu của Grabfood ở Hà Nội

“…Trong số các yếu tố tác động, áp lực công việc đóng vai trò quan trọng bậc nhất. Do vấn đề giao hàng trong LMD có thể gặp khó khăn vì không gặp được chủ nhận hàng nên các nghiên cứu tủ đựng bưu kiện cũng ngày càng nhận được sự quan tâm nhiều hơn [8].…”

Effect of electronic word-of-mouth on customers' booking intention at online travel agencies: case in Vietnam

“…Travel companies can also set up communication channels in the online environment such as fan pages, forums, groups, etc., and call for the participation of loyal customers because they are the ones who have experienced the service many times so they are able to provide accurate and useful information. Businesses should focus on improving and optimising the value of convenience and reliability, as these factors are highly appreciated by customers and strongly influence satisfaction (Quan et al, 2022). However, in order for customers to be convenient in making their comments and assessments, OTA should design a sample form to collect evaluation information and send it via e-mail to customers.…”