The Influencing Factors of Online Consumers’ Return Satisfaction

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Chen, Jingwen; Ma, Yan
Online consumers; E-commerce; Return satisfaction; Multiple linear regressions analysis; E-Commerce; Management Information Systems
conference paper description
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.