전자상거래 반품물류 서비스품질이 재구매의도에 미치는 영향: 반품사유의 조절효과와 고객만족도의 매개효과 검증

The rapid expansion of e-commerce has highlighted several operational challenges, including product quality not meeting customer expectations, order quantity discrepancies, and high return rates due to impulsive consumer purchases. These challenges necessitate enhancing return logistics service quality to retain existing customers and attract new ones in a competitive market. This study explores the impact of return logistics service quality on customer satisfaction and how it varies based on the reasons for returns. Additionally, it examines the relationship between customer satisfaction and repurchase intentions. The research draws on existing literature on return reasons, reverse logistics, and service quality to establish a theoretical foundation. Service quality in return logistics was analyzed under four categories: responsiveness, speed, cost-effectiveness, and convenience. To achieve these objectives, we used a survey based on respondents' answers to collect data and conduct statistical empirical analysis as the methodology of this study. Findings indicate that the quality of return logistics significantly influences customer satisfaction and repurchase intentions. The study also demonstrates that the reasons for returns can moderate the effect on customer satisfaction, which in turn mediates the impact on repurchase intentions. These insights suggest that improving return logistics could significantly enhance customer loyalty and increase repurchase rates.