Exploring the factors that drive consumers to use contactless delivery services in the context of the continued COVID-19 pandemic

Abstract

The spread of the COVID-19 pandemic has resulted in the launch of contactless delivery services. This research integrates resource matching, service quality evaluation, and perceived value theories to explore the factors that promote the use contactless delivery services. The data was obtained through questionnaire surveys, and research hypotheses were verified through the structural equation modelling approach. With the exception of convenience, the results show that privacy, reliability, security, and flexibility have a significantly positive effect on consumers' intention to use “contactless” delivery services through consumers' perceived value. This study contributes to the literature by introducing theoretical frameworks from various paradigms and enriches the academic research on existing theoretical structure models. It also helps optimize resource allocation and realize the social environment related to coexisting with the COVID-19 pandemic. © 2023 Elsevier Ltd