RETURN IT OR NOT? : HOW INFORMED  E-COMMERCE CUSTOMERS ARE IN RELATION TO ENVIRONMENTAL EFFECTS CAUSED BY E-PURCHASE RETURNS?

Abstract: Abstract Date:                         2020 June 08 Level:                        Bachelor thesis in Business Administration, 15 cr Institution:                School of Business, Society and Engineering, Mälardalen University Authors:                   David Kuwa                                   Sajjad Ahmed                                  (87/01/12)                                      (88/01/03) Title:                         Return it or not?                                  How informed e-commerce customers are in relation to environmental effects caused by e-purchase returns. Tutor:                       DAVID FREUND Keywords:                E-commerce, Returns and return policies, Customer behaviour, Environmental factors Research question:                   How informed are e-commerce customers regarding negative environmental impacts of e-commerce returned goods? Aim & Purpose:        To understand the environmental effects caused by E-commerce purchase returns and research on how informed the E-commerce consumers in Sweden are on these effects in subject to their buying and returning behaviour. Method:         Qualitative research method approach is used where focus groups are organized and discuss with the help of semi-structured discussion questions   Conclusion:   Online buyers concentrate more on the return policy a company gives, and many will utilize the free policies to order goods impulsively, just to later make returns of the extra goods that they do not require. They found using e-commerce to return goods to be very beneficial. This is as a result of little knowledge of the environmental effects caused by goods returns. Given ample information by retailers, (which many consumers suggest is necessary), customer could practice more caution in making order returns.