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The Impact of E-commerce Adoption on the Return Management of Product: A Case Study of Manufacturing Industry in Nigeria
Subject area: Management and Commerce · Area of research: Logistics
Abstract
Returning an already purchased item that does not meet the customer?s expectation is one of the challenges faced by online buyers. However, this can be effectively managed through a sincere implementation of the right e-commerce policy. Therefore, this study examined the impact of electronic commerce on the return management of manufacturing industry in Nigeria. Its focus is on the key return management variables which are; return rate, reasons for return, cost of returns, return policy satisfaction, return processing efficiency, impact of returns on inventory, refund processing time, quality control post return and customer satisfaction. This study was carried out in Nigeria and the population of the study include the twenty (20) manufacturing companies as listed by the Nigeria Stock Exchange (2023). Purposive sampling technique was used to select ten (10) consumer goods companies while a well-structured questionnaire was used to collect data from five hundred and sixty-five (565) respondents sampled from the consumer goods companies selected. Data was analyzed using both one simple t-test analysis and multivariant regression analysis. Almost all the variables showed considerably high F-value and the significance levels are consistently P = 0.000 which implies that e-commerce adoption have positive and significant impact on return management of manufacturing industry in Nigeria. The study recommends that it is not enough for manufacturing company to just invest in modern e-commerce partnership but also to train personnel to handle the return management relationship with third-party e-commerce appropriately.
Keywords
Electronic Commerce, Return Management, Manufacturing Industry
How to cite this paper
@article{1705555,
author = {Omorinde Olubukola Ayodele },
title = {The Impact of E-commerce Adoption on the Return Management of Product: A Case Study of Manufacturing Industry in Nigeria},
journal = {Iconic Research And Engineering Journals},
year = {2024},
volume = {7},
number = {8},
pages = {399-408},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1705555.pdf},
abstract = {Returning an already purchased item that does not meet the customer?s expectation is one of the challenges faced by online buyers. However, this can be effectively managed through a sincere implementation of the right e-commerce policy. Therefore, this study examined the impact of electronic commerce on the return management of manufacturing industry in Nigeria. Its focus is on the key return management variables which are; return rate, reasons for return, cost of returns, return policy satisfaction, return processing efficiency, impact of returns on inventory, refund processing time, quality control post return and customer satisfaction. This study was carried out in Nigeria and the population of the study include the twenty (20) manufacturing companies as listed by the Nigeria Stock Exchange (2023). Purposive sampling technique was used to select ten (10) consumer goods companies while a well-structured questionnaire was used to collect data from five hundred and sixty-five (565) respondents sampled from the consumer goods companies selected. Data was analyzed using both one simple t-test analysis and multivariant regression analysis. Almost all the variables showed considerably high F-value and the significance levels are consistently P = 0.000 which implies that e-commerce adoption have positive and significant impact on return management of manufacturing industry in Nigeria. The study recommends that it is not enough for manufacturing company to just invest in modern e-commerce partnership but also to train personnel to handle the return management relationship with third-party e-commerce appropriately.},
keywords = {Electronic Commerce, Return Management, Manufacturing Industry},
month = {February},
}