The Effects of Consumer Demographics and Payment Method Preference on Product Return Frequency and Reasons in Online Shopping
Makkonen, M., Frank, L., & Kemppainen, T. (2021). The Effects of Consumer Demographics and Payment Method Preference on Product Return Frequency and Reasons in Online Shopping. In A. Pucihar, M. Kljajic Borstnar, R. Bons, H. Cripps, A. Sheombar, & D. Vidmar (Eds.), 34th Bled eConference : Digital Support from Crisis to Progressive Change (pp. 567-580). University of Maribor. https://doi.org/10.18690/978-961-286-385-9.2
Toimittajat
Päivämäärä
2021Oppiaine
TietojärjestelmätiedeSustainable BusinessMarkkinointiKestävä liiketoiminta ja talous (painoala)Basic or discovery scholarshipInformation Systems ScienceSustainable BusinessMarketingSustainable Business and Economy (focus area)Basic or discovery scholarshipTekijänoikeudet
©Authors, 2021
In online shopping, product returns are very common. In order to reduce them, one must first understand who are making them and why are they being made. In this study, we aim to address these questions by examining product return behaviour from a consumer-centric rather than the more traditional product-centric, retailer-centric, and order-centric perspectives. More specifically, we focus on the effects of four demographic characteristics of consumers (i.e., gender, age, education, and income) as well as their payment method preference on their product return frequency and product return reasons. As the data, we use the responses from 560 Finnish online consumers, which were collected with an online survey and are analysed both quantitatively and qualitatively. We find gender, age, payment method preference, and average online shopping frequency to affect average product return frequency, whereas product return reasons were found to be affected by only gender and average product return frequency.
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Julkaisija
University of MariborEmojulkaisun ISBN
978-961-286-385-9Konferenssi
Bled eConferenceKuuluu julkaisuun
34th Bled eConference : Digital Support from Crisis to Progressive ChangeAsiasanat
Alkuperäislähde
https://press.um.si/index.php/ump/catalog/view/581/744/1568-1Julkaisu tutkimustietojärjestelmässä
https://converis.jyu.fi/converis/portal/detail/Publication/98888278
Metadata
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