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

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Proceedings of the 4th International Conference on Research in Management and Technovation (ICRMAT 2023)

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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.

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Authors and Affiliations

  1. Hanoi University of Industry, Hanoi, Vietnam

    Nguyen Thi Mai Anh & Vu Dinh Khoa

Authors
  1. Nguyen Thi Mai Anh
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  2. Vu Dinh Khoa
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Corresponding author

Correspondence to Vu Dinh Khoa .

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Editors and Affiliations

  1. Centre for Post-Graduate Studies, Hanoi University of Industry, Hanoi, Vietnam

    Thi Hong Nga Nguyen

  2. Gillings School of Global Public Health, University of North Carolina at Chapel, Chapel HIll, NC, USA

    Darrell Norman Burrell

  3. Department of Computer Science and Engineering, CMR Institute of Technology, Hyderabad, Telangana, India

    Vijender Kumar Solanki

  4. Accounting and Auditing Faculty, Academy of Finance, Hanoi, Vietnam

    Ngoc Anh Mai

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© 2024 The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.

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Anh, N.T.M., Khoa, V.D. (2024). Impact of Reverse Logistics on the Shopping Experience of E-commerce Customers. In: Nguyen, T.H.N., Burrell, D.N., Solanki, V.K., Mai, N.A. (eds) Proceedings of the 4th International Conference on Research in Management and Technovation. ICRMAT 2023. Springer, Singapore. https://doi.org/10.1007/978-981-99-8472-5_44

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