Digital platforms and appliances shaped the modern delivery services and last-mile logistics worldwide. Today, logistics and operational strategies are focused on the new consumer behaviors in both developed and emerging markets. In this landscape, delivery apps play a crucial role in enhancing firms’ competitiveness, customer responsiveness, and optimized resource allocation. Nevertheless, adoption patterns in emerging economies remain largely unexplored. That is why this study examines the determinants of the intention to use delivery applications in Bolivia through an extended UTAUT2 model that incorporates perceptions of artificial intelligence, legality, gamification, and social influence. Using a structured survey, data were collected from 403 users and analyzed using multiple linear regression. The results show that facilitating conditions are the highest predictor of intention and actual use behavior, confirming the critical importance of digital infrastructure, reliable connectivity, and secure payment systems in technology adoption. Additionally, the perception of artificial intelligence, legality, and social influence has a significant and positive effect on intention, while habit influences intention but is not reflected in actual use behavior. On the other hand, gamification does not present a statistically significant impact, which indicates that utilitarian and trust-related factors prevail over hedonic factors. These findings expand the literature on technology adoption by contextualizing the UTAUT2 model in the Bolivian delivery market and offer managerial implications for small and medium-sized enterprises that have their own delivery applications, providing evidence-based strategies to enhance competitiveness.

Keywords: Delivery applications, Technology adoption, UTAUT2 model, Facilitating conditions, Bolivia.