Study of Customer Sentiment Towards Smart Lockers

Colette Malyack, Cheichna Sylla, Pius Egbelu

Research output: Chapter in Book/Report/Conference proceedingConference contribution


Understanding customer sentiment associated with delivery solutions, such as smart lockers, is an area of increasing interest for package delivery companies. Applications of this data could result in cost savings through vehicle route planning, cross docking, fleet size optimization, and increased placement of smart locker technology for stop reduction. However, there has been little effort applied to gathering information related to public sentiment applications to last mile package delivery. Therefore, through a survey instrument we gather sentiment data related to smart lockers for review and analysis. Sentiment analysis by region (suburban, urban, and rural) is accomplished through a survey instrument with the goal of understanding the difference in sentiment by region and the effects of COVID-19 on customer sentiment towards the use of smart lockers. Some significant findings were that suburban residents were willing to travel further to pick-up a package from a smart locker (α = 0.01) and previous experience was correlated with increased sentiment (α = 0.05).

Original languageEnglish (US)
Title of host publicationPan-African Artificial Intelligence and Smart Systems - 1st International Conference, PAAISS 2021,Proceedings
EditorsTelex Magloire Ngatched, Isaac Woungang
PublisherSpringer Science and Business Media Deutschland GmbH
Number of pages12
ISBN (Print)9783030933135
StatePublished - 2022
Event1st International Conference on Pan-African Intelligence and Smart Systems, PAAISS 2021 - Windhoek, Namibia
Duration: Sep 6 2021Sep 8 2021

Publication series

NameLecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST
Volume405 LNICST
ISSN (Print)1867-8211
ISSN (Electronic)1867-822X


Conference1st International Conference on Pan-African Intelligence and Smart Systems, PAAISS 2021

All Science Journal Classification (ASJC) codes

  • Computer Networks and Communications


  • Omnichannel delivery network
  • Smart locker
  • Statistical analysis
  • Survey instrument


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