Shifting toward sustainability: examining customer intention to use EV-based delivery services

The rapid expansion of e-commerce highlights the importance of sustainable and efficient last-mile delivery solutions. The electric vehicles (EVs) offer potential environmental benefits, such as reducing CO₂ emissions, yet their adoption in last-mile logistics remains limited. This study aims to investigate the key factors influencing customers' intention to use electric vehicle (EV)-based delivery services. The authors integrate the extended Theory of Planned Behaviour (TPB) model, comprising attitude, subjective norm, and perceived behavioral control over EV delivery, with two additional variables: willingness to pay and environmental concern. A quantitative methodology was utilized, with 331 data samples collected for analysis and hypothesis testing. Hierarchical multiple regression was conducted using SPSS. The findings indicate that perceived behavioral control emerged as the strongest predictor, while environmental concern and willingness to pay significantly enhanced the model’s explanatory power. Notably, environmental concern replaced traditional TPB factors like attitude and subjective norms in predicting intention, suggesting a value-driven mindset among users. This research fills a gap in existing literature by focusing on customer perspectives on EV delivery and offers practical insights for policymakers and service providers, emphasizing the roles of environmental messaging, service accessibility, and affordability in promoting EV-based delivery adoption and shaping more sustainable logistics strategies.

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