The Influencing Factors of Online Consumers’ Return Satisfaction

Chen, Jingwen and Ma, Yan (2016) The Influencing Factors of Online Consumers’ Return Satisfaction. Wuhan International Conference On E-Bisnis.

162 The Influencing Factors of Online Consumers- Return Satisfaction.pdf

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With the development of the Internet, the transactions of the commodities turned out to be digitized, however, the non face-to-face transactions led to one main problem that commodities possibly do not meet the expectation of consumers’, and will then inevitably result the return problem. How to improve the consumers’ return experience and build their trust has become the focus of business considerations. Based on the research model of the influencing factors of online consumers’ return satisfaction, the author studied 1002 after-sales review samples. Through compiling and labeling the sample data, the author quantifies the consumers’ emotion by emotion analysis and then analysis by multiple linear regressions, the paper provides a base for businesses to improve the quality of return service by validating and explaining the research model

Item Type: Article
Subjects: H Social Sciences > HB Economic Theory
T Technology > T Technology (General)
Divisions: Faculty of Industrial Engineering and Informatics > Information System
Depositing User: staff repository 2
Date Deposited: 02 Aug 2018 14:40
Last Modified: 02 Aug 2018 14:40

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