The Key Factors for Improving Returns Management in E-Commerce in Indonesia from Customers’ Perspectives – An Analytic Hierarchy Process Approach

Dimas Haki Prayogo; Roman Domański; Paulina Golińska-Dawson

doi:10.3390/su16177303

Scientific Information System of the Poznań University of Technology

PL EN

Main page / Publications / The Key Factors for Improving Returns Management in E-Commerce in Indonesia from Customers’ Perspectives – An Analytic Hierarchy Process Approach

Submit a comment

Article

Download file Download BibTeX

Title

The Key Factors for Improving Returns Management in E-Commerce in Indonesia from Customers’ Perspectives – An Analytic Hierarchy Process Approach

Authors

Dimas Haki Prayogo (WIZ) ^{[ 1 ][ S ]}
Roman Domański (WIZ) ^{[ 1 ][ 6.6 ][ P ]}
Paulina Golińska-Dawson (WIZ) ^{[ 1 ][ 6.6 ][ P ]}

^{[ 1 ]} Instytut Logistyki, Wydział Inżynierii Zarządzania, Politechnika Poznańska | ^{[ S ]} student | ^{[ P ]} employee

Scientific discipline (Law 2.0)

[6.6] Management and quality studies

Year of publication

2024

Published in

Sustainability

Journal year: 2024 | Journal volume: vol. 16 | Journal number: iss. 17

Article type

scientific article

Publication language

english

Keywords

EN

reverse logistics
e-commerce
product return
AHP

Abstract

EN The rapid growth of e-commerce has led to an increase in the number of product returns in supply chains, which is both environmentally and economically challenging. E-commerce companies need to effectively manage product returns, as this has a direct impact on their reputation and consumer experience. Reducing returns is key to maintaining sustainable practices for online product sales. A significant increase in e-commerce transactions is also evident in Indonesia, which is the fourth largest country in the world. Despite the very large size of the market, research on e-commerce in the business-to-customer (B2C) market in Indonesia is underrepresented in the literature. The purpose of this paper is to identify key factors from the customer perspective that influence product returns in reverse logistics in Indonesian e-commerce. The novelty of this study stems from the focus on the customer perspective on product returns in the B2C market when shopping online and the spatial scope. Due to the uncertainty inherent in multi-criteria decision making, the analytic hierarchy process (AHP) method was used to rank factors and potential solutions derived from a critical literature review. As a result, the study provides a ranking of factors and alternatives for managing e-commerce returns in Indonesia. The results show that among Indonesian e-commerce customers, product quality (QP) was rated the highest, while (Pu) was rated the lowest. In terms of the alternatives that are the most suitable for improving the customer experience of e-commerce product returns in Indonesia, a clear returns policy (CRP) scored the highest, while the merchandise catalog (Cat) was rated as the lowest priority.

Date of online publication

25.08.2024

Pages (from - to)

7303-1 - 7303-18

DOI

10.3390/su16177303

URL

https://www.mdpi.com/2071-1050/16/17/7303

Comments

Article number: 7303

License type

CC BY (attribution alone)