Analyzing the Factors Responsible for Product Return for E-Commerce Industry

The apparel market in India expanded by fifteen percent in 2022-23 as per a report by Economic Times indicating the growth in sales but this is merely due to increase in price. In actual, the volume has decreased by three percent (according to Clothing Manufacturers Association of India). With the increased usage of online shopping especially during and post Covid-19, led to an increase of product return too. The researchers have tried to analyze the factors responsible foe the return of various types of products in the e-commerce industry. For this, they have gathered responses of 132 undergraduate management students in Punjab on a five-point Likert scale using a structured questionnaire. The measurement scale comprising twenty-three items has been used to frame the questionnaire. Factor analysis technique has been applied and five dimensions have been evolved as ‘User Friendly’, ‘Customer Expectations’, ‘Return Service Process’, ‘Returns of Promotion Items’ and ‘Shipping Fee of Returns’ respectively.