 The impact of return policies on consumers' online shopping intentions in Ho Chi Minh city, VietnamLe Van Son () and Pham Ngoc Khanh () Edelweiss Applied Science and Technology, 2025, vol. 9, issue 7, 754-766 Abstract: In the context of continuous and robust development of e-commerce, businesses are adjusting their return policies to meet the growing consumer demand, thereby increasing trust and enhancing the online shopping experience. The author of the study titled “The Impact of Return Policies on Consumers' Online Shopping Intentions in Ho Chi Minh City, Vietnam” aims to identify reimbursement factors that influence online shopping intentions through the mediating role of perceived service quality. The study measures the impact of these factors and offers governance implications to help businesses and retailers improve consumers' online shopping intentions. The research employs both qualitative and quantitative methods, collecting 303 valid questionnaires, which are analyzed using Structural Equation Modeling (SEM). The findings indicate that four factors positively influence consumers' online shopping intentions through the mediating role of intermediaries, listed in order: (i) reimbursement effort, (ii) reimbursement cost, (iii) exchange, and (iv) reimbursement period. Keywords: Online shopping; Purchase intent; SEM; The perceived quality of service; Tolerant return policy. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ajp:edwast:v:9:y:2025:i:7:p:754-766:id:8723 Access Statistics for this article More articles in Edelweiss Applied Science and Technology from Learning Gate |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.