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International Journal of Creative and Open Research in Engineering and Management

A Peer-Reviewed, Open-Access International Journal Supporting Multidisciplinary Research, Digital Publishing Standards, DOI Registration, and Academic Indexing.
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ISSN: 3108-1754 (Online)
Crossref DOI: Available
ISO Certification: 9001:2015
Publication Fee: 599/- INR
Compliance: UGC Journal Norms
License: CC BY 4.0
Peer Review: Double Blind
Volume 02, Issue 6

Published on: June 2026

MEASURING THE IMPACT OF RETURNS AND REVERSE LOGISTICS ON CUSTOMER LOYALTY

Dr.Shamsi Sukumaran Srikanth Raju Dr.Ranjith Somasundaran Chakkambath

AMITY KOCHI, Ernakulam, Kerala, India
DOI:https://doi.org/10.55041/ijcope.v2i6.242

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Abstract

This research examines the impact of returns management and reverse logistics processes on customer loyalty within the e-commerce sector, recognizing the strategic importance of post-purchase experiences in shaping consumer behaviour. Employing a descriptive research design, the study utilized convenience sampling to collect primary data from 245 consumers across Kerala through structured questionnaires. Statistical analysis incorporated chi-square tests to examine relationships between gender and consumer attitudes, Pearson correlation to assess variable associations, and factor analysis with varimax rotation to identify underlying dimensions of reverse logistics experiences. The findings reveal that reverse logistics attributes, including convenience, transparency, and procedural simplicity, significantly influence customer loyalty, with a strong positive correlation observed between consumer attitudes and reverse logistics factors. Three distinct dimensional components emerged from factor analysis, highlighting the direct loyalty impact of returns, the role of trust and information in building consumer confidence, and the isolated consequences of negative returns experiences. The study further establishes that gender does not moderate consumer perceptions of reverse logistics, enabling organizations to adopt standardized service frameworks. These findings contribute to the growing body of literature on logistics service quality and offer practical guidance for retailers seeking to leverage reverse logistics as a strategic tool for building lasting customer loyalty and competitive advantage in the evolving e-commerce landscape.

Keywords— Reverse Logistics; Customer Loyalty; Returns Management; E-commerce; Consumer Behaviour;

How to Cite this Paper

Sukumaran, S., Raju, S. & Chakkambath, R. S. (2026). Measuring The Impact of Returns and Reverse Logistics on Customer Loyalty. International Journal of Creative and Open Research in Engineering and Management, <i>02</i>(6). https://doi.org/10.55041/ijcope.v2i6.242

Sukumaran, Shamsi, et al.. "Measuring The Impact of Returns and Reverse Logistics on Customer Loyalty." International Journal of Creative and Open Research in Engineering and Management, vol. 02, no. 6, 2026, pp. . doi:https://doi.org/10.55041/ijcope.v2i6.242.

Sukumaran, Shamsi,Srikanth Raju, and Ranjith Chakkambath. "Measuring The Impact of Returns and Reverse Logistics on Customer Loyalty." International Journal of Creative and Open Research in Engineering and Management 02, no. 6 (2026). https://doi.org/https://doi.org/10.55041/ijcope.v2i6.242.

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References


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  • •All submissions are screened under plagiarism detection.
  • •Review follows editorial policy.
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  • •Peer Review Type: Double-Blind Peer Review
  • •Published on: Jun 18 2026
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