Impact of post-purchase convenience and return management on customer repurchase intentions in e-commerce Khosla Shanu1, Mohan Tarannum2 1Assistant Professor, Integrated Academy of Management and Technology, Ghaziabad, Uttar Pradesh, India 2Assistant Professor, Punjabi University Regional Centre for IT and Management, Mohali, Punjab, India Online published on 30 August, 2024. Abstract Return Logistics Management refers to the reverse logistics process of the products when the customer is dissatisfied with the products in some way. Reverse Logistics is a vital domain in the supply chain for companies to optimize business processes, achieving business scalability and sustainability. In such a competitive world, businesses always search for novel approaches to enhance their operations and maintain an advantage over their rivals. Reverse logistics has been identified as a key strategy for bringing these ideas to life and increasing customer satisfaction and convenience buying, ultimately leading to customer delight. This study seeks to shed some light on the principles of reverse logistics in e-commerce and how reverse logistics can be used as an optimizing strategy in businesses. The research brings forth the issues faced by e-commerce firms at different phases of the reverse supply chain and an in-depth study of the use of technology to overcome these challenges and make reverse logistics a value chain at every stage of the supply chain. This research applies to e-tailers because it reveals how returns can be leveraged to increase customer satisfaction and repurchase intentions. Top Keywords Repurchase, Intenstion, Reverse, Logistics, Post-Purchase, Return Management, E-Commerce. Top |