THE ROLE OF OPENNESS TO CHANGE IN AUTOMATED PARCEL LOCKER USAGE INTENTION AMONG ONLINE BUYERS IN MALAYSIA

Abstract

Automated parcel locker is a self-service technology to facilitate parcel collection and has been introduced in Malaysia in 2016. Although automated parcel lockers have advantages over home delivery, customers still prefer the traditional method. Subsequently, this study aims to explore the role of time constraint, supplier image, and openness to change toward online buyers' intention to use automated parcel lockers. Based on the stimulus-organism-response theory, the study conducted both an online survey and an on-site survey. Two hundred and sixty-five respondents’ data were used for data analysis, and the results indicate that time constraint has a negative influence on openness to change, and supplier image has a positive influence on openness to change. Openness to change was found to mediate the relationship between time constraint and intention to use and between supplier image and intention to use. Automated parcel lockers providers will benefit from the outcomes of this study.