Investigating last-mile delivery options on online shoppers experience and repurchase intention Online publication date: Thu, 07-Apr-2022
by Salini Devi Rajendran; Siti Norida Wahab
International Journal of Electronic Marketing and Retailing (IJEMR), Vol. 13, No. 2, 2022
Abstract: Last-mile delivery is considered an imperative element in online trading. As technology is expanding and accelerating, the need to make sure that online shoppers in Malaysia experienced on-time and reliable online shopping delivery services has become vital. Hence, e-retailers play a major part in investigating the challenges faced by online shoppers during delivery services and identifying their most preferred delivery options. This paper aims to investigate the influence of last-mile delivery options on the online shopper's experience and its effect on the intention to repurchase with e-retailers. The study was carried out among 150 experienced online shoppers. Data were analysed using structural equation modelling via SmartPLS 3. Findings revealed that time-slot delivery and unattended delivery significantly influence online shoppers' experience and repurchase intention. Hence, this paper provides useful insights for online retailers to improve their current and future last-mile delivery services to customers.
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