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Background: The freight forwarding industry is undergoing digital transformation through the implementation of online platforms designed to enhance operational efficiency and transparency. Despite these benefits, the adoption of these platforms has been slower than anticipated due to customer concerns and industry-specific challenges. Methods: This study investigates the factors influencing the intention to adopt and the actual use of online platforms for freight forwarding services among business customers in Thailand. A modified Unified Theory for Acceptance and Use of Technology (UTAUT) model, incorporating perceived risk, serves as the theoretical framework. Survey data were collected from 400 respondents in managerial or higher-level positions involved in freight shipping within Thai firms and analyzed using a structural equation model (SEM). Results: The analysis reveals that performance expectancy, effort expectancy, social influence, and facilitating conditions positively influence adoption intention, while perceived risk negatively impacts it. Firm size moderates the effect of social influence, with a stronger impact observed in larger enterprises. Conclusions: The findings offer practical insights for Thai freight forwarders, suggesting strategies to improve customer acceptance and encourage the adoption of online platforms. Addressing the identified factors could lead to improved efficiency and greater integration of digital technologies in the logistics industry.
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