Determinants of adopting eCourier services: the moderating role of resistance to change

PurposeThe purpose of this paper is to understand the determinants affecting the adoption behavior of eCourier services and to establish a moderating role of resistance to change between behavioral intention and actual usage behavior.Design/methodology/approach Data were collected through a survey questionnaire that was distributed to the eCourier users. A total of 260 collected data were analyzed by using structural equation modeling.Findings The results of the study demonstrate that all the factors considered for the study have a significant impact on the adoption of eCourier except social influence and customer service. The results also confirm that there is no moderating effect of resistance to change in the relationship between behavioral intention and actual usage.Practical implications This research provides theoretical contribution by extending the practical knowledge focusing on the adoption intention of eCourier, and actual usage behavior using Unified Theory of Acceptance and Use of Technology model—a pertinent and unresearched topic in the existing literature that presents a number of potential avenues for further study.Originality/valueThis study provides a general understanding of consumers in underdeveloped nations and advances earlier research on the usage of e-commerce in the courier sector.