Adoption of Delivery Services in Light of the COVID Pandemic: Who and How Long?

A significant growth in demand for online shopping in light of the Coronavirus Disease (COVID) crisis has received attention from transportation practitioners, policy-makers, and researchers. However, an important question arises in this increase in online shopping and resulting deliveries: How long will this last? Very little is known whether this popularity would last a long time. To address this question, the authors conducted a survey of 915 individuals residing in the U.S. and classified them into the four distinctive consumer types (i.e., the prior adopter, temporary adopter and permanent new adopter, and non-adopter) depending on their usage of delivery services before, during, and after (expected) the COVID crisis. This research aims to gain behavioral insight by exploring the differences between the four consumer types and investigating factors affecting the initial adoption and continuance intention of using delivery services. The descriptive analysis revealed that there are clear differences not only between the four types of consumers but also between the four product types (i.e., grocery, food, home goods, and other packages) considered in the survey. The models found that factors affecting the initial adoption and continuance intention are different from the previous studies conducted before the COVID pandemic. Implications for planning and policymaking are also discussed.