Abstract
Redelivery causes social problems such as deterioration of courier employee working environments and environmental burdens caused by delivery truck exhaust gas. The aim of this study was to understand customers’ awareness and behaviours regarding home-redelivery and to clarify their determinants, and to examine ways reduce redelivery occurrences. A questionnaire survey was conducted with 825 citizens, including officers, in Tsukuba, Japan, in July-August 2018. Based on the analysis, the average redelivery rate (self-reported values of number of packages received by redelivery divided by total number of packages received) was 43.3 %. From the analysis of covariance structure, the main factors that had a strong effect on the behaviour of receiving packages by redelivery were behaviour intention to avoid redelivery, presence of a housemate and existence of a delivery-box. The latter two factors can be regarded as environmental factors. The results also revealed that behaviour intention to avoid redelivery was not related to environmental factors and affected by psychological factors such as personal norms, social norms and guilty feelings towards the courier. People who communicated with couriers tended to feel sorry for couriers, leading to fewer redeliv-ered packages.
