Acceptance and intention to use drone delivery services in the city of Lisbon

• Autor(a) principal: Alvarez, Jonathan Alonso Villanueva
• Data de Publicação: 2020
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/21699
• topic: Drone delivery; Consumer acceptance; Intention to use; Entrega por drone; Aceitação do consumidor; Atitude -- Attitude; Intenção de uso

The rapid growth of e-commerce and parcel delivery has made last mile deliveries less efficient over the years. Companies are aware of that and continuously try to find solutions for the last mile problem, where the need to lower the costs meets the customer satisfaction. In this context, drone delivery service appears as an innovative technology design to solve these problems. Even though its use is expanding in Europe, its awareness and acceptance in Portugal need to be addressed to plan drone deliveries in urban logistics. This work examines the acceptance and intention to use drone delivery services by consumers in the city of Lisbon. The research is based on primary data collected by a web survey answered by 314 people living in Lisbon, within Portuguese and foreigners aged between 18 to over 65 years old. Aspects like the impact of perceived benefits and concerns on attitude and intention to use are evaluated, as well as the level of awareness and the impact of variables like gender, owning a driving license and area of residency. The results of the study show that the attitude towards drone delivery has an impact on the intention to use it, depending on how people perceive the benefits and concerns. From a managerial perspective, this study serves as information sources for companies planning to invest or implement drone delivery services, as it contains valuable information regarding the factors for consumers’ acceptance.