Last-mile delivery during COVID-19: A systematic review of parcel locker adoption and consumer experience.

ABSTRACT

As the final link in the supply chain, last-mile delivery is a vital connection between upstream supply chain operations and customers. The recent surge in demand for contactless last-mile delivery services has spurred extensive research on parcel lockers. This study systematically reviews the determinants of consumer adoption and experiences with parcel lockers in Vietnam, during the COVID-19 pandemic while considering insights from other countries. The review was conducted using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines. Most of the literature identified reliability, convenience, and security as primary drivers of customer preference for parcel lockers. Additionally, factors such as ease of use, usefulness, service quality, cost, and location were found to predict consumer preference and experience with parcel lockers. This study integrates various theories, including those related to supply chain management, consumer behavior, and technology acceptance, and discusses advanced technologies to provide a comprehensive framework for enhancing smart locker adoption in Vietnam. The empirical findings offer valuable insights for promoting parcel locker adoption, considering co-cultural contexts and technological advancements.