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
DisciplineTietojärjestelmätiedeSustainable BusinessMarkkinointiKestävä liiketoiminta ja talous (painoala)Basic or discovery scholarshipInformation Systems ScienceSustainable BusinessMarketingSustainable Business and Economy (focus area)Basic or discovery scholarship
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. ...
PublisherUniversity of Maribor
Parent publication ISBN978-961-286-385-9
Is part of publication34th Bled eConference : Digital Support from Crisis to Progressive Change
Publication in research information system
MetadataShow full item record
Showing items with similar title or keywords.
The usage intention of online payment methods and the effects of willingness to pay, pain of paying and perceived ownership Jakupovic, Elvira (2018)Työn tavoitteena oli tutkia kuluttajan maksumenetelmän valintaan vaikuttavia tekijöitä sekä näiden valintojen vaikutusta kuluttajakäyttäytymiseen. Aikaisemmat tutkimukset ovat pääsääntöisesti keskittyneet perinteisiin ...
Karjaluoto, Heikki; Shaikh, Aijaz A.; Leppäniemi, Matti; Luomala, Roope (Emerald, 2019)Purpose: This study develops and tests a conceptual model that combines the modified Unified Theory of Acceptance and Use of Technology (UTAUT2) with a consumer brand engagement model to predict consumers’ usage intentions ...
The Effects of General and Mobile Online Shopping Skilfulness and Multichannel Self-Efficacy on Consumer Showrooming Behaviour Makkonen, Markus; Nyrhinen, Jussi; Frank, Lauri; Karjaluoto, Heikki (University of Maribor, 2022)Although showrooming behaviour is a characteristic aspect of modern omnichannel retailing, our understanding of its antecedents remains limited. In this study, we aim to address this gap in prior research by examining how ...
Consumer behavior in digital era : general aspects and findings of empirical studies on digital music with a retrospective discussion Halttunen, Veikko (University of Jyväskylä, 2016)
The Effects of Positive and Negative Emotions During Online Shopping Episodes on Consumer Satisfaction, Repurchase Intention, and Recommendation Intention Makkonen, Markus; Riekkinen, Janne; Frank, Lauri; Jussila, Jari (University of Maribor, 2019)The aim of this study is to examine the emotions that consumers experience during their online shopping episodes as well as their effects on consumer satisfaction and two types of post-purchase behavioural intentions: ...