A Study on the Influencing Factors of the Continuous Usage Intention of Crowdsourcing Logistics Considering Customer Participation and Perceived Risk
LIU Yu
Abstract：With the emergency of the experience economy,crowdsourcing logistics services based on O2O have developed rapidly.Customers deeply participate in the service experience,and the coexistence of perceived risk and perceived value brings opportunities and challenges to the operation of crowdsourcing logistics service information platforms.To explore the key factors that affect the continuous usage intention of crowdsourcing logistics service platform,based on continuous use behavior theory,introducing customer participation and perceived risks into the model,a conceptual structural equation model was proposed and an empirical study was done.The results indicate that customer participation positively affects service quality,service quality and customer participation positively affect perceived value,service quality and perceived value positively affect customer satisfaction,and customer satisfaction ultimately positively affects the continuous usage intention of crowdsourcing logistics service platform;perceived risk suppresses perceived value and continuous usage intention,and negatively moderates the effect of customer satisfaction on continuous usage intention.However,deep customer participation can reduce the level of perceived risk.The conclusion is meaningful for crowdsourcing service optimizing operation,and to better solve the"last mile"distribution problem.
Keywords：crowdsourcing logisticscustomer participationservice qualityperceived risksperceived valuecontinuous usage intention
Publication Date：2024-05-20
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：8( 49-56 )