Digital technologies and logistics performance: Impact assessment and self-service kiosk adoption—Case study: DHL Algeria

Abstract

This study aims to assess the extent to which digital maturity, perceived ease of use, perceived usefulness, user experience (UX), trust, and subjective norms influence customers' behavioral intention to use DHL Algeria's self-service parcel kiosk. A second objective is to examine how that behavioral intention relates to perceived logistics performance in terms of delivery speed and reliability. A quantitative predictive–explanatory design is adopted, using an online survey of 155 current and potential customers. The data are analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that UX, perceived ease of use, and subjective norms significantly affect behavioral intention to use the kiosk, while behavioral intention has a strong positive effect on perceived logistics performance. Perceived usefulness and trust do not exhibit significant direct effects in this sample. These findings highlight the importance of improving user experience, digital communication, and social support to foster kiosk adoption in the Algerian market