Original scientific paper
https://doi.org/10.1080/1331677X.2020.1760914
Identifying consumer’s last-mile logistics beliefs in omni-channel environment
Mohammad Mahdi Zarei
Julian Chaparro-Pelaez
Ángel F. Agudo-Peregrina
Abstract
Over the past few years, retailers have offered new alternatives
in last-mile logistics for consumers’ purchases; however,
still, it is unclear why consumers select one option over
another. A significant number of studies have tried to give
some guidance, but very little research has considered the
consumer’s point of view; specifically, in Omni-channel environment
it has been undiscovered. To fulfil this gap, this study
tends to identify some beliefs that may affect consumers’
behaviour in last-mile logistics. However, to validate these
beliefs this study uses the Theory of Planned Behaviour (TPB)
approach. Following the TPB, this study employs an online
questionnaire to obtain 280 samples of Spanish students. The
final results show that although some beliefs such as convenience,
risk of time, and finances are consistent with previous
studies, there are new salient beliefs in which have not been
identified before: Accessibility & Comparability. As a conclusion,
this study not only is an effective mechanism for predicting
the intention of selecting a last-mile logistics by
consumers, but also can be guidance and assistance for practitioners
to develop proper strategies for facilitating consumer’s
shopping journey, and ultimately, improving consumer’s
satisfaction.
Keywords
Last-mile logistics; consumer’s shopping behaviour; delivery and return; theory of planned behaviour; salient beliefs; multi-channel shopper
Hrčak ID:
254505
URI
Publication date:
9.2.2021.
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