Factors Influencing Telematics System Acceptance Among Logistics Companies in Malaysia: The Moderating Role of User Attitude

Abstract

The logistics industry is increasingly adopting telematics systems to enhance efficiency and safety. This research examines the factors influencing the acceptance of telematics systems among Malaysian logistics companies using a hybrid model of the Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT). Perceived Usefulness (PU) and Perceived Ease of Use (PEOU) from TAM. Social Influence (SI) and Facilitating Condition from UTAUT. One new variable added to the model which is Perceived Trust (PT). Data was collected from 382 logistics personnel via stratified random sampling across Malaysia’s central, northern, and southern hubs. This study focus on third party logistics (3PL) companies. The data had analysed through Partial Least Squares Structural Equation Modelling (PLS-SEM), the study reveals that Perceived Ease of Use (PEOU), Facilitating Conditions (FC), and Perceived Trust (PT) are significant direct drivers of acceptance, in a sector where systems monitor driver behaviour and real-time positioning, employees must trust that data will be used for safety rather than "punitive surveillance, while User Attitude (UA) serves as a critical moderator for social and environmental factors. It acted as a catalyst for external enablers, strengthening the impact of Social Influence and Facilitating Conditions on actual acceptance. Notably, Perceived Trust emerged as the single largest structural driver, while Perceived Usefulness (PU) was found to be a non-significant "baseline" requirement for the digitally native workforce. For a digitally native workforce, basic functional utility is a "hygiene factor" assumed baseline that provides no incremental motivation for adoption. Future research should utilize longitudinal designs and qualitative methods to explore the post-adoption phases and long-term sustainability of telematics integration.