Title: The impact of environmental friendliness of drone in delivery services on customer intention to use

Authors: Vu Huyen Phuong; Nguyen Thi Khanh Chi

Addresses: Foreign Trade University, 91 Chua Lang Street, Dong Da District, Hanoi, Vietnam ' Foreign Trade University, 91 Chua Lang Street, Dong Da District, Hanoi, Vietnam

Abstract: With the development of technology, the logistics industry has been improved to optimise business operations. Since retail giants (Amazon, UPS) have implemented drones in delivery systems, several firms also apply this new technology in their delivery process. This paper investigates the impact of drone speed, drone environmental friendliness, and drone reliability on the customer intention to use in online shopping experience. A questionnaire survey was used to collect data from 414 online customers in Vietnam. Empirical results indicate that drone speed, environmental friendliness, and reliability have a significantly positive effect on customer attitude. The drone speed and environmental friendliness have an indirect impact on consumer intention to use through customer attitude, while drone reliability directly affects customer intention. These findings address the issue that businesses should pay attention to when adopting a drone system.

Keywords: drone delivery service; customer intention; speed; environmental friendliness; reliability.

DOI: 10.1504/IJSTM.2025.145534

International Journal of Services Technology and Management, 2025 Vol.30 No.1, pp.46 - 57

Received: 22 Nov 2022
Accepted: 18 Oct 2023
Published online: 02 Apr 2025 *

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