What Causes Product Returns in Online Purchases? A Review and Research Agenda

Kar, Brajaballav; Tripathy, Arvind; Pathak, Mallika Devi

doi:10.17010/pijom/2022/v15i4/162837

Cited by 4 publications

(1 citation statement)

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“…At the same time, with the development of Internet transactions, a large number of commodity reviews have emerged, which are important components of public opinion. These comments are of high value to both businesses and quality inspection departments [3][4] . Based on this, a large number of scholars at home and abroad have conducted a lot of research.…”

Section: Introductionmentioning

confidence: 99%

Research on emotion analysis of e-commerce product reviews based on deep learning

Duan¹,

Jiang²,

Erlin³

2023

Second International Conference on Statistics, Applied Mathematics, and Computing Science (CSAMCS 2022)

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The rapid development of e-commerce has prompted the emergence of massive product reviews. Quickly grasping the emotional tendencies in e-commerce product reviews has become an effective way for businesses to improve their problems. Therefore, based on Bert and GUP, the research proposes Bert BiGRU deep learning algorithm, and verifies its effectiveness in the emotional analysis of e-commerce product reviews. The experimental results show that Bert BiGRU algorithm has the highest accuracy of 95.51% among the seven algorithms. In addition, Bert BiGRU algorithm has achieved good training effect after only eight times of training. In addition, Bert BiGRU algorithm has been used in practice to analyze the emotional tendencies in four mobile phone reviews, which shows high reliability. In a word, Bert BiGRU algorithm has high performance and low cost. It has high practicability in the emotional analysis of e-commerce product reviews.

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Section: Introductionmentioning

confidence: 99%

Research on emotion analysis of e-commerce product reviews based on deep learning

Duan¹,

Jiang²,

Erlin³

2023

Second International Conference on Statistics, Applied Mathematics, and Computing Science (CSAMCS 2022)

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The Role of Technology in Customer Purchase Intention in the UK Market

Rahmani,

Foroudi,

Tabaghdehi

et al. 2024

Business Strategies and Ethical Challenges in the Digital Ecosystem

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

Prayogo,

Domanski,

Golinska-Dawson

2024

Sustainability

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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.

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What Causes Product Returns in Online Purchases? A Review and Research Agenda

Cited by 4 publications

References 0 publications

Research on emotion analysis of e-commerce product reviews based on deep learning

Research on emotion analysis of e-commerce product reviews based on deep learning

The Role of Technology in Customer Purchase Intention in the UK Market

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

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