Without the guidance of my respected supervisor, I may not be able to complete this research project on time. Finally, I would like to dedicate this research project to the future researchers to help them carry out their research in the future. I proposed "A Study on the Customers' Intention to Use Self-Collection Service for Last Mile Delivery on International Retail Business in Malaysia" as my topic of research project.
RESEARCH OVERVIEW
- Introduction
- Research Background
- Self-Collection Launch in United States
- Self-Collection Launch in Malaysia
- Problem Statement
- Research Objective
- General Objective
- Specific Objectives
- Research Questions
- Hypothesis of Study
- Significance of Study
- Conclusion
To investigate whether there is a relationship between testability and customers' intention to use self-collection service. Is there any relationship between relative advantage and customers' intention to use self-collection service. Is there any relationship between perceived trust and customers' intention to use self-collection service.
LITERATURE REVIEW
- Introduction
- Innovation Diffusion Theory (IDT)
- Review of Literature
- Trialability
- Complexity
- Relative Advantage
- Compatibility
- Observability
- Perceived Trust
- Intention to Use Self-Collection Service
- Review of Relevant Theoretical Models
- Proposed Theoretical / Conceptual Framework
- Hypothesis Development
- Trialability
- Complexity
- Relative Advantage
- Compatibility
- Observability
- Perceived Trust
- Conclusion
Targeting customers to use self-collection service for last mile delivery. 2017) investigated IDT elements to define customers. Thus, this research uses an IDT theoretical lens with perceived increased trust to investigate the direct relationship between customers' intention to use the self-collection service. H3: There is a significant relationship between relative advantage and customers' intention to use the self-collection service.
METHODOLOGY
- Introduction
- Research Design
- Data Collection Method
- Primary Data
- Secondary Data
- Sampling Design
- Target Population
- Sampling Frame and Location
- Sampling Elements
- Sampling Technique
- Sampling Size
- Research Instrument
- Questionnaire Design
- Pilot Test
- Reliability Test
- Construct Measurement
- Scale of Measurement
- Data Processing
- Questionnaire Checking
- Data Editing
- Data Coding
- Data Analysis
- Descriptive Analysis
- Inferential Analysis
- Conclusion
Targeting customers to use self-collection service for last mile delivery. 2016), they asserted that secondary data may not stratify researchers. The main reason for selecting Malaysians as respondents is to identify whether the self-collection service is popular among them. Through the responses of the target respondents, the location and age range of respondents who favor self-collection service for last mile delivery.
The target respondents are people who use smartphone and self-collection service for last mile delivery currently or in the future. Section A consists of 5 questions based on general information about the respondent's awareness of the self-collection service, the respondent's preferred service when purchasing online, the respondent's self-collection behavior and reasons for not using self-collection. Section C consists of 32 questions, while 4 questions were asked to check the level of intention of customers to use the self-collection service, while the remaining questions were related to those factors that influence the respondents to use the self-collection service.
In this research, the researcher used the nominal scale to differentiate gender into female and male. In this research, the researcher used the ordinal scale to classify respondents into different age groups and income levels. In this research, tables and graphs were used to arrange the data collected from the questionnaire.
For the reliability test, Cronbach's Alpha is used to measure the reliability of variables such as trialability, complexity, relative advantage, compatibility, observability, perceived confidence, and intent to use the self-collection service.
DATA ANALYSIS AND PRESENTATION OF THE ANALYSIS
- Introduction
- Descriptive Analysis
- Respondent General Questions
- Respondent Demographic Profile
- Central Tendency
- Inferential Analysis
- Multiple Linear Regression
- Hypothesis Testing
A minority of respondents refused to use the self-collection service to avoid exposure to the Covid virus. In addition, it also appears that the value for R Square is 0.702, which means that the six independent variables explain the intention of 70.2% to use the self-collection service. The overall regression model with six independent variables (TR, COL, COMP, OB, PT and RA) accurately describes the explanation in the variation of the intention to use the self-collection service.
The result therefore showed a significant relationship between all independent variables with the intention to use the self-retrieval service as the significant value is less than 0.05. These results indicated that their relationship with the intention to use the self-collection service is positive. Adding one additional unit to OB increases intent to use by 0.196 units and other predictions remain unchanged.
If there is a unit added to the RA, it will be given 0.179 units so that the intent to use with the next prediction remains unchanged. Furthermore, when an additional unit is added to TR, it will increase by 0.222 units in order to be used with other predictions remaining constant. From Table 4.4 it shows that compatibility is the most important predictor affecting customers' intention to use self-collection service as it has the highest standardized coefficients beta value (0.272) in this research.
H6: There is a significant relationship between perceived trust and customers' intention to use self-collection services.
DISCUSSION, IMPLICATION AND CONCLUSION
Introduction
General Findings on Respondents’ Awareness, Preferences and
In addition, the majority of respondents (59.6%) prefer to use home delivery, and the main reasons for not using self-collection are time-consuming (64%), inconvenient (61.6%) and not wanting to came out (58.1%).
Discussions of Major Findings
- Relationship between Trialability and Customers’ Intention to Use
- Relationship between Complexity and Customers’ Intention to Use
- Relationship between Relative Advantage and Customers’ Intention
- Relationship between Compatibility and Customers’ Intention to Use
- Relationship between Observability and Customers’ Intention to Use
- Relationship Between Perceived Trust and Customers’ Intention to
From research by Yuen et al. 2018), they discovered that complications have a negative impact on customers' intention to use self-collection service. The result from the research is thus acceptable, and the complexity has a significant correlation with the intention to use the self-collection service. Based on the significance level analysis, the results showed that the p-value is 0.008, which is less than 0.05, which shows that there is a significant relationship between relative advantage and customers' intention to use self-pickup service.
According to Wang, Yuen, Wong, and Teo (2018), relative advantage positively affects customers' intention to use self-pickup service through automated parcel station. The result from the research is therefore acceptable, and the relative advantage has a significant connection with the intention to use the self-collection service. Therefore, the result from the research is acceptable and the compatibility has a significant relationship with the intention to use self-collection service.
Based on significance level analysis, the results showed that the p-value is 0.001, which is less than 0.05, indicating that there is a significant relationship between observability and customers' intention to use the self-pickup service. Therefore, the result of the research is acceptable, and observability is significantly related to the intention to use the self-collection service. Based on significance level analysis, the results showed that the p-value is 0.002, which is less than 0.05, indicating that there is a significant relationship between perceived trust and customers' intention to use the self-pickup service.
Therefore, the result of the study is acceptable and the perceived trust has a significant relationship with the intention to use the self-collection service.
Implications of Study
- Managerial Implications
- Theoretical Implications
Customers' intention to use self-collection service for last mile delivery. be able to know where to try out and experiment with the self-collection service. Moreover, the researcher discovered that the customers are unlikely to use the complex self-collection system. Therefore, the international retailers are suggested to design or change their self-collection system to become simpler for their customers.
The reduced level of complexity may lead to customers being more intentional about using the self-collection system. In addition, the researcher found that customers perceived benefits in receiving items using a self-pickup service over home delivery. In addition, the researcher discovered that customers feel that the self-delivery service is well suited to their experience, needs, values, lifestyle and current situation.
When customers have a good impression of self-collection service or the service fits their needs, they will be inclined to use self-collection service (Yuen et al., 2018). When it comes to compatibility, the self-pickup service location that offers is the biggest area of concern for customers. Furthermore, the researcher found that the customers are able to observe and explain to the others how to use self-pickup service to receive goods.
Therefore, international retailers are suggested to improve the observability of their self-collection service by improving the testability.
Limitations of the Study
Future Recommendations
Because this study is only being conducted in Malaysia, it is also suggested that future researchers should go to neighboring countries such as Indonesia and Thailand to see if the study shows similar or dissimilar results. The researchers should also venture into new areas of interest that have yet to be discovered in the current research project. Since the target sector only focuses on retail, it is also suggested that the future researchers can apply the self-collection service in other sectors, such as the e-commerce industry.
With the use of self-pickup service, it is able to identify and fulfill the needs and wants of consumers in the market. The prospective researchers are suggested to collect respondents for a longer period and distribute the paper-based questionnaire to the public to reach more target respondents on a premise when the Covid-19 cases are much better. They should thus be able to carry out the research in the second method, which is a qualitative method in order to obtain a much more comprehensive and possibly accurate data for the study.
Finally, the scope of this research was also one of the limitations that affected this research. For future researchers, they are suggested to use different behavioral theories, such as perceived value theory or the unified theory of acceptance and use of technology (UTAUT) to improve the predictive power of the research model built in this research.
Conclusion
Integrating technology acceptance model with innovation diffusion theory: An empirical investigation of students' intention to use e-learning systems. Adding innovation diffusion theory to the technology acceptance model: Supporting employees' intentions to use e-learning systems. Dynamics between the trust transfer process and intention to use mobile payment services: A cross-environmental perspective.
An empirical investigation of consumer control factors on the intention to use selected self-service technologies. An innovation diffusion perspective of e-consumers' initial adoption of self-pickup service via automated parcel station. A STUDY ON THE CUSTOMERS' INTENTION TO USE SELF COLLECTION SERVICES FOR LAST MILE DELIVERY ON INTERNATIONAL RETAIL BUSINESS.
The main objective of this survey is to conduct research to examine customer engagement behavior in using self-pickup services for last mile delivery in international retail stores in Malaysia in co-creating the value of logistics services. Which of the services did you prefer to use when shopping online in international retail stores?
