Sustainable Solutions in E-Commerce: An Examination of Customer Acceptance of Automated Delivery Stations in Vietnam

The rapid emergence of e-commerce in Vietnam has resulted in significant pressure on freight traffic and the environment, particularly in urban areas. Automated delivery stations (ADSs), also known as smart lockers or parcel lockers, offer a promising solution to improve the sustainability of last-mile delivery systems. However, the adoption of such a sustainable alternative by Vietnamese customers is inadequately understudied. This study primarily aims to investigate factors impacting Vietnamese customers’ acceptance of these automated delivery points. Utilizing structural equation modeling (SEM), a survey following convenience sampling was carried out in Vietnam to assess recent experiences at automated delivery stations. The results showed that innovativeness and location convenience positively influenced consumer intention to use ADS, while perceived time pressure had no impact on consumer intention to use automatic delivery systems. This study provides valuable insights to e-commerce companies to customize their services to match customer preferences, which will optimize last-mile delivery options and thereby promote sustainable practices.