Errand delivery adoption by business users: Integrated perceived SERVQUAL model within TOE- TAM model

Abstract

Errand delivery as an emerging delivery method, has experienced rapid expansion during and after the pandemic. Enterprise users play a pivotal role in the success of errand delivery, serving as the recipients and participants in the service. This study constructed a new theoretical framework based on a second-order structural equation model that integrates the perceived SERVQUAL model within the TOE-TAM model. It investigates how the service quality of this emerging delivery method influences the perceptions of enterprise users and subsequently impacts their intention of errand delivery(INED). The findings indicate that technological, organizational, and environmental factors of errand delivery, grounded in an expanded perception of service quality, significantly influence user perceptions, subsequently affecting their INED. In particular, technology plays a pivotal role in this influence. Additionally, perceived usefulness and perceived ease of use serve as intermediaries between TOE and INED. In summary, this study comprehensively explains the motivational factors behind errand delivery. Further, this research offers managerial insights for errand delivery companies and platforms, as well as relevant industry professionals, to help them attract enterprise users, enhance satisfaction, and prepare for competition within the crowdsourced delivery sector.