Impact of Reverse Logistics on the Shopping Experience of E-commerce Customers

Nguyen Thi Mai Anh () and Vu Dinh Khoa ()
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Nguyen Thi Mai Anh: Hanoi University of Industry
Vu Dinh Khoa: Hanoi University of Industry

A chapter in Proceedings of the 4th International Conference on Research in Management and Technovation, 2024, pp 473-485 from Springer

Abstract: Abstract Today, the retrieval of goods, production waste, and packaging is a common phenomenon that both traditional and online manufacturers, wholesalers, retailers, as well as logistics service providers frequently have to deal with. In the e-commerce, the retrieval of products plays a critical role in improving customer satisfaction. Consequently, numerous businesses and scholars are keen on comprehending the role of reverse logistics operations. This research has a primary focus on investigating how reverse logistics impacts the shopping experience of e-commerce customers. The study employed empirical methods and quantitative analysis with a sample size of 203 observations. The study’s findings demonstrated a positive correlation between different aspects of reverse logistics and the shopping experience and satisfaction of e-commerce customers. Moreover, it was revealed that the shopping experience acts as a mediator in the relationship between reverse logistics and customer satisfaction. Based on these findings, this research seeks to assist businesses in enhancing the quality of their reverse logistics services and optimizing overall logistics operations in e-commerce.

Keywords: Reverse logistics; Online shopping; Customer experience; e-commerce; Customer satisfaction (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-99-8472-5_44

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DOI: 10.1007/978-981-99-8472-5_44

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