REDUCING RE-DELIVERY FAILURES IN E-COMMERCE: AN EMPIRICAL STUDY ON SMART LOCKER ADOPTION

Chi-Chang Lin

Proceedings of ICLT 2025

REDUCING RE-DELIVERY FAILURES IN E-COMMERCE: AN EMPIRICAL STUDY ON SMART LOCKER ADOPTION

Chi-Chang Lin

Department of Business Computing, National Kaohsiung University of Sciences and Technology, Taiwan

International Conference on Logistics & Transport 2025, Tokyo, Japan, pp. 179-188

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Abstract

Research purpose:The rapid expansion of e-commerce has transformed consumer purchasing behaviors and introduced substantial challenges for last-mile logistics, particularly concerning failed delivery attempts due to recipient unavailability. These unsuccessful deliveries often result in costly and inefficient re-delivery processes. In response, distribution service providers have implemented smart locker systems to streamline parcel collection and improve delivery efficiency. Thus, this study aims to investigate the key determinants influencing the adoption of smart lockers and examine the interrelationships among these factors, grounded in an established research framework and a comprehensive literature review. Design/Methodology/Approach: This study employes a combination of purposive and snowball sampling methods to select research participants, focusing on consumers with prior experience using smart lockers to examine their usage intentions. Further, building upon the insights garnered from the literature review, the research framework of this study has been meticulously structured. The foundational theoretical underpinning for this research architecture is rooted in the Decomposed Theory of Planned Behavior (DTPB) to examine the determinants of consumers’ intentions to adopt smart lockers. Findings: Based on survey data from 316 respondents, the analysis identifies perceived usefulness, ease of use, and compatibility as significant predictors of positive attitudes toward

Keywords

smart locker; re-delivery; decomposed theory of planned behavior

Citation

Chi-Chang Lin (2025). REDUCING RE-DELIVERY FAILURES IN E-COMMERCE: AN EMPIRICAL STUDY ON SMART LOCKER ADOPTION. Proceedings of the International Conference on Logistics & Transport (ICLT 2025), Tokyo, Japan, pp. 179-188.