The Impact of Flipkart’s Reverse Logistics Service Quality (Ease of Returns, Speed of Processing and Communication) on E-Commerce Customer Satisfaction and Loyalty

Abstract

Reverse Logistics deals with the processes associated with the flows of products, components and materials from users/owners to re-users. The main purpose of reverse logistics is to make the final product flow from customer back to seller or manufacturer in order to reuse the product by recycling this reduces the cost of remanufacturing the product also it adds value to the customer through recycling the product. With the rapid growth of E-Commerce and Increasing environmental concerns, reverse logistics has become an important component of modern supply chain management. The aim of this research is to investigate the Impact of Flipkart’s Reverse Logistics Service Quality (Ease of returns, Speed of Processing and Communication) on E-Commerce customer satisfaction and Loyalty. This study uses a Descriptive and Quantitative research design based on survey data collected from 160 Flipkart customers. In this study we uses both primary and secondary data. Secondary data collected from Articles of Flipkart Reverse logistics and E-Commerce reports. Population of study is all Flipkart customers who have experienced the return process. The results Indicates that Flipkart’s replacement/exchange process is timely, communication during return process also an effective, It’s return service is better than other E-Commerce Platforms, also Flipkart’s customer support for return related issues is helpful, Speed of refund/replacement is most Influenced factor during the return related process and It is easy to Initiate a return on Flipkart.