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Indian E-commerce Customer Cancellation and Return Behaviornomics: An Empirical Investigation

Swarnalatha S , Sree Devi K K , Swarnalatha S ,

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Journal of Social Welfare and Management 14(3 (Part-I)):p 131-135, September-December 2022. | DOI: http://dx.doi.org/10.21088/jswm.0975.0231.14322.13

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Sree Devi K K, Swarnalatha S/Indian E-commerce Customer Cancellation and Return Behaviornomics: An Empirical Investigation/J Soc Welfare Manag. 2022;14,3(Part-I):131–135.

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Received : N/A         Accepted : N/A          Published : N/A

Abstract

Ecommerce return policy plays an important role in dictating people satisfaction worldwide. Studies show solid return policy increases sales without increasing returns. The Ecommerce platforms in India are growing exponentially. Almost 65% of population seems to go online, while it might reach 80% by 2023. A vast majority of customers cancel before due deliver or return goods due to varied reasons which increases costs on reverse logistics and a growing concern. Data for research study was gathered from published academic publications, statistical databases, historical records, and articles found on the internet. Secondary data was gathered from a variety of resources for the study in order to increase the report's credibility. The main aim is to examine the factors influencing customer cancellation and returns policies in ecommerce platforms with reference to Chennai city. The study involved a group of 120 subjects, demographic and perceptual data for open ended questions was collected through a survey questionnaire of customer experience amongst four major ecommerce platforms. The hypothesis developed on variables are tested using reliability analysis, t-tests and ANOVA, by SPSS version 23.

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Cite this article

Sree Devi K K, Swarnalatha S/Indian E-commerce Customer Cancellation and Return Behaviornomics: An Empirical Investigation/J Soc Welfare Manag. 2022;14,3(Part-I):131–135.

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DOI: http://dx.doi.org/10.21088/jswm.0975.0231.14322.13

Keywords

E-commerce; Customer cancellation; Customer return; Reverse logistics; Customer return behaviour.

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