G. Thiyagarajan ¹, Saifil Ali ²

Affiliations
1 Sathyabama University, Rajiv Gandhi Salai, Chennai - 600119, Tamil Nadu, IN
2 St. Theresa International College, TH

Abstract

After e-Commerce and m-Commerce boom in India the customer purchasing style is changed totally. The online retailers try to make a confidence among the customers through on time delivery and replacement of damaged goods soon. Not only Forward Logistics, but also Reverse Logistics is too critical for online retailer since the products and transactions are huge. The returns will be high since the customer is purchasing products without touch and feel. To avoid land-filling and also environmental concerns forced by Governments making Reverse Logistics function critical for many organizations. But there are many barriers for online retailers to implement Reverse Logistics. The aim of the study is to identify the barriers that deter the Reverse Logistics implementation with respect to different online retail industries. Empirical evidence and statistical analysis provide insights in implementing Reverse Logistics by online retailer. In this paper, Analytical Network Process is used to identify the most affecting barriers for Reverse logistics implementation in four online retail industries.

Keywords

Analytical Network Process, Electronics Industry, Forward Logistics, Reverse Logistics

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M. Raja ¹, Saifil Ali ²

Affiliations
1 Sathyabama University, Chennai – 600199, Tamil Nadu, IN
2 St.Theresa International College – 26120,, TH

Abstract

Objectives: Studying behavior of the customer such as when, where, why, how the purchase is happening is very important to the retailers in the competitive scenario. The study aims to understand the consumer preference towards retailer’s brand in Chennai Region. Methods/Statistical Analysis: The study is descriptive in nature and well structured. A self-administered questionnaire was developed on the basis of the review of the literature and the store intercept survey was conducted. The percentage analysis, ANCOVA Test is used to analyze the data and to examine the relationship between store reputation, store brand factors, consumer satisfaction and store loyalty. Findings: The research identified that value for money, wide range of promotional offers an extensive variety of products are the important store choice attributes. Finally, the research work implies that the positive association exists in store reputation, consumer satisfaction and store loyalty but not with store brands. Application/Improvements: The research has implications for organised retailers in terms of store choice and store brand strategy which also have an impact on consumer satisfaction and loyalty towards store brands in the future.

Keywords

Consumer Perception, Consumer Loyalty, Store loyalty, private labels, store brand, etc.

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