Understanding customers' adoption of express delivery service for last-mile delivery in the UK

Shuya Zhong, Carl Lomas, Tracey Worth

Research output: Contribution to journalArticlepeer-review

6 Citations (SciVal)


With the surge in online purchases, customers' requirement for last-mile delivery also increases. This study focuses on the express delivery service, the primary channel in last-mile delivery, to discover the factors influence customers' use. Based on the extended Unified Theory of Acceptance and Use of Technology, a conceptual model is proposed to structure the hypothetical effects between the constructs performance expectancy in delivery speed and delivery reliability, effort expectancy, facilitating conditions and behavioural intention. A 5-year (2015–2019) longitudinal survey was conducted in the UK, and 3964 responses were collected to validate the model. The results indicate that the performance expectancy in delivery reliability has a positive impact on customers' behaviour intention to adopt an express delivery service, while the performance expectancy in delivery speed, unexpectedly, shows insignificant impact. Moreover, the effort expectancy was found to have no effect on behaviour intention; however, the facilitating conditions have a negative influence.

Original languageEnglish
Pages (from-to)1491-1508
Number of pages18
JournalInternational Journal of Logistics Research and Applications
Issue number12
Early online date15 Apr 2021
Publication statusPublished - 31 Dec 2022

Bibliographical note

Funding Information:
We acknowledge the Institute of Couriers and all those who participated in the data capture of the five-year longitudinal survey, and for providing access to their expertise. We also thank Prof. Ming Lim and Dr Vaggelis Giannikas for their assistance in the development of this paper.


  • delivery reliability
  • delivery speed
  • Express delivery service
  • last-mile delivery
  • UK
  • UTAUT2

ASJC Scopus subject areas

  • Management Information Systems
  • Business and International Management
  • Strategy and Management
  • Management Science and Operations Research
  • Management of Technology and Innovation


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