The Impact of Drone Delivery Innovation on Customer Intention: An Empirical Study in Vietnam

Abstract

Since e-commerce in the world is becoming increasingly popular, it leads to an increase in demand for a more efficient delivery system. Drone delivery innovation, with its distinct attributes, is contributing several advantages for delivery services. This paper studies the impact of drone delivery services on customers’ intention in Vietnam. The research uses correlation analysis and structural equation modeling (SEM) to analyze the data of 405 valid observations collected in a structured questionnaire survey in Vietnam. The paper reveals that convenience, speed, and compatibility affect customers’ attitude while convenience and compatibility have no negative effects on costs. Convenience has the highest impact on customers’ attitude, while speed concern has the lowest impact. In regard to customers’ intention to use drone delivery services, attitude has a strongly positive impact, while costs have a negative influence.