The impact of environmental friendliness of drone in delivery services on customer intention to use

With the development of technology, the logistics industry has been improved to optimise business operations. Since retail giants (Amazon, UPS) have implemented drones in delivery systems, several firms also apply this new technology in their delivery process. This paper investigates the impact of drone speed, drone environmental friendliness, and drone reliability on the customer intention to use in online shopping experience. A questionnaire survey was used to collect data from 414 online customers in Vietnam. Empirical results indicate that drone speed, environmental friendliness, and reliability have a significantly positive effect on customer attitude. The drone speed and environmental friendliness have an indirect impact on consumer intention to use through customer attitude, while drone reliability directly affects customer intention. These findings address the issue that businesses should pay attention to when adopting a drone system.