Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh

Abstract

The delivery of products to the end consumer has been widely considered in the e-commerce sector as new challenges to reach customers and provide them with timely and efficient delivery have surfaced. Less focus has been given to information about delivery efficiency that impacts online shoppers’ relations with e-retailers. This study’s research model builds on the extended unified theory of acceptance and use of technology (UTAUT-2) by adding the critical e-commerce variables of delivery efficiency, cost-saving efficiency, and online purchase experience (shopping satisfaction and subsequent willingness to pay). The conceptual model was tested, and samples were collected using an online survey hosted on Google Forms using e-mail in Bangladesh. The findings show that consumers’ willingness to pay is enhanced by satisfaction with online shopping and delivery efficiency. The study also contributes insights into how cost-saving efficiency affects online customer satisfaction and the intention to repurchase. Also, by applying hierarchical regression analysis, this study contributes to understanding how e-retailers can provide a functional online experience for customers. Finally, our findings offer guidelines to e-retailers regarding increasing shopping satisfaction, the intention to repurchase, and the willingness to pay more.

Intention to Use Accounting Platforms in Romania: A Quantitative Study on Sustainability and Social Influence

“…Starting from the initial UTAUT model, the specialists tried to develop it by creating what is called UTAUT 2 by using other variables in addition to the four variables presented above. Thus, the specialists also used: delivery efficiency, cost-saving efficiency, online shopping experience in online commerce [32], quality of systems and quality of services in making payments through mobile telephony services by integrating UTAUT, the information systems success model (D&M ISS), and the task-technology fit model (TTF) [33]; hedonic motivation, familiarity with the concept of carsharing and emerging electric carsharing in the case of passengers on electric means of transport in China [34]; information quality, habitat (habit) in the case of food delivery through e-commerce computer applications [35]; hedonic motivation, the orientation to save prices, the habit of searching and booking restaurants using computer applications [36]; physical support and educational support for water purification systems [37]; habituation and demography in the case of integrating sustainability values (SV), theory of planned behavior (TPB), and UTAUT2 in the case of studying the options of travelers interested in sustainable hosting business [38].…”

Selecting Freight Transportation Modes in Last-Mile Urban Distribution in Pamplona (Spain): An Option for Drone Delivery in Smart Cities

“…Managing this process in an efficient and sustainable routine is a real challenge. In fact, customers are willing to pay more for a product if their delivery service is satisfactory [12][13][14]. While this distribution protocol is profitable for top retailers, the more modest distributors found difficult to meet demand and service-level expectations [15]; therefore, the competition of fast-delivery service providers as well as the popularity of e-commerce are making the urban environment a real challenge to cope with in dense and delicate European cities, such as Pamplona (Spain).…”

Understanding customers' adoption of express delivery service for last-mile delivery in the UK

“…Ma 2017;Chan, Liu, and Zhang 2018;Choi, Chung, and Young 2019;Jain, Gajjar, and Shah 2020;Javed and Wu 2020). The topics of inspecting the impact factors on the use of (Yeo, Goh, and Rezaei 2017;Xiang and Wu 2018;Yoo, Yu, and Jung 2018;Xu and Jackson 2019) or willingness to pay for (Huang, Shen, and Liang 2019;Saha, Zhuang, and Li 2020) the express delivery service have also been covered. Our paper falls under the scope of the 'use' of the express delivery service.…”

“…It can be seen from the literature in Table 1 that the most common dimensions for express delivery are delivery speed, timeliness, correctness, convenience, cost and intactness. Notably, Choi, Chung, and Young (2019), Vakulenko et al (2019), Saha, Zhuang, and Li (2020) and Sorkun, Hüseyinoğlu, and Börühan (2020) include most of these dimensions in their work. Our paper also takes the delivery speed, timeliness, correctness, convenience and cost into consideration.…”