ISSN: 2222-6990
Open access
The Covid-19 pandemic has heightened customers adoption of online shopping while sparked interest in businesses that make “good” use of the new technologies to provide convenience to the customers. Indeed, the adoption of self-service technologies such as smart locker services has gained wide acceptance within the business world as a viable competitive strategy to enhance customer experience. Although the popularisation of the smart locker adoption has been observed, there are still lacking studies discussing the adoption of smart lockers in the retail industry in Malaysia. This research sought to investigate the factors boosting customer experience in the adoption of the smart locker. The findings would contribute to the understanding of factors that can boost customer experience in the adoption of self-service technology like a smart locker. Data from 200 respondents in Klang Valley Malaysia were collected and analyzed using SPSS. Adapted scales were used to measure time convenience, cost efficiency, location convenience and customer experience, and their relationships were tested using Pearson Correlation and Multiple Regression analysis. The findings revealed that all three factors had a significant effect on consumers' experience. Cost efficiency was the most important factor affecting customer experience, followed by time convenience and location convenience. Results indicate that consumers in the retail industry are more concerned with the total cost during their purchase. Retailers who can provide cost-efficiency solutions can create a better shopping experience, leading to higher customer satisfaction and loyalty. The results of this study can be used as a reference for future research on consumers' behaviour toward other new technologies adopted in various industries. This study is limited to only respondents in Klang Valley, in which people from different states can be included for future research to increase the generalisability of the study. Also, other determining factors such as ease of use, privacy, security, or size of the smart locker can be included for future research.
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In-Text Citation: (Tedjo et al., 2022)
To Cite this Article: Tedjo, A. T., Tee, P. K., & Ahmad, R. (2022). A Study on the Factors Boosting Customer Experience in the Adoption of Smart Locker in Klang Valley. International Journal of Academic Research in Business and Social Sciences, 12(5), 430 – 443.
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