Title: What constitutes excellent user experience in online consumers' return services?

Authors: Jingwen Chen; Yan Ma

Addresses: College of Business Administration, Zhongnan University of Economics and Law, 430073, Wuhan, China ' College of Business Administration, Zhongnan University of Economics and Law, 430073, Wuhan, China

Abstract: More transactions of the commodities are in digital as the development of the internet conditions. However, non-face-to-face transactions may lead to one main problem, which is the possibility that commodities fail to meet consumers' expectations and the inevitable occurrence of return problems. Hence, improving the return service experience of customers and building their trust have become the focus of business considerations. The author studied 1,002 after-sales review samples based on the research model on the influencing factors of online consumers' return service satisfaction. By compiling and labelling the sample data, the author quantified consumers' emotion through emotion analysis and multiple linear regressions. This study provides basis for businesses to improve the quality of return service by validating and explaining the research model.

Keywords: online consumers; e-commerce; return service; return satisfaction; multiple linear regressions analysis.

DOI: 10.1504/IJSTM.2020.107438

International Journal of Services Technology and Management, 2020 Vol.26 No.4, pp.291 - 304

Published online: 29 May 2020 *

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