Determinants of Self-Pickup Service Adoption in Last-Mile Delivery among Online Shoppers in Johor, Malaysia

Abstract

The rapid growth of e-commerce in Malaysia has intensified challenges in last-mile delivery particularly issues related to delivery failures, rising operational costs, and customer inconvenience. Self-pickup services have emerged as an alternative delivery solution that offers flexibility, reduced delivery attempts, and potential cost savings. However, the adoption of self-pickup services among Malaysian consumers particularly in Johor remains relatively low. This study aims to examine the determinants influencing consumers’ intention to adopt self-pickup services for last-mile delivery in Johor, Malaysia. Guided by the Technology Acceptance Model (TAM), this research focuses on perceived usefulness, perceived ease of use, and trust as key influencing factors. A quantitative research approach was employed, using a structured questionnaire distributed to online shoppers residing in Johor. Data were analyzed using the Statistical Package for the Social Sciences (SPSS), incorporating descriptive analysis, reliability analysis, and correlation analysis. The findings indicate that perceived usefulness, perceived ease of use, and trust are positively associated with consumers’ intention to adopt self-pickup services. The study provides practical insights for logistics service providers to improve service design and enhance consumer confidence, while also contributing empirically to last mile delivery literature within the Malaysian context.