Title: Investigating last-mile delivery options on online shoppers experience and repurchase intention

Authors: Salini Devi Rajendran; Siti Norida Wahab

Addresses: School of Food Studies and Gastronomy, Faculty of Social Sciences and Leisure Management, Taylor's University, 1, Jalan Taylors, 47500 Subang Jaya, Selangor, Malaysia ' Faculty of Business and Management, Universiti Teknologi MARA Cawangan Selangor, Kampus Puncak Alam, 42300 Bandar Puncak Alam, Selangor, Malaysia

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.

Keywords: last-mile delivery; delivery options; online shopping; e-retailers.

DOI: 10.1504/IJEMR.2022.121826

International Journal of Electronic Marketing and Retailing, 2022 Vol.13 No.2, pp.224 - 241

Received: 01 May 2020
Accepted: 04 Jan 2021
Published online: 07 Apr 2022 *

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