Paper Details

Name: S SENTHILKUMAR , P.GURUSAMY,SAME
Country: India

Year: 2026
Volume: Volume No: 13, Issue No: 1, Year: 2026
Page Number: 259-282
DOI: https://doi.org/10.5281/zenodo.20355087

ABSTRACT
This study examines the influence of reverse logistics management (RLM) practices on customer satisfaction among online shoppers in Coimbatore, an area experiencing rapid e-commerce growth alongside rising product return rates. While forward logistics receives immense strategic focus, reverse logistics often suffers from inefficiencies. E-commerce consumers frequently face delayed product pickups, slow refund processing, lack of tracking transparency, and poor communication. These gaps lead to customer dissatisfaction, diminished brand loyalty, and increased operational costs for platforms. The research analyzes the systematic process of return handling, inspection, and refund mechanisms across major digital marketplaces (e.g., Amazon, Flipkart, Myntra, Meesho) within the Coimbatore region to evaluate how operational efficiency impacts post-purchase behavior. The findings highlight that efficient reverse logistics is not merely an operational necessity but a strategic, value-creating tool. Optimizing returns minimizes financial losses, rebuilds consumer trust, improves repeat purchase intentions, and ensures sustainable growth in the digital retail landscape.
Keywords: Reverse Logistics Management (RLM), Customer Satisfaction, E-Commerce, Product Returns, Refund Processing, Retail Logistics, Coimbatore.