A Study on the Influence of E-commerce Reverse Logistics on Cost Control in Tamil Nadu, India

Abstract

The rapid expansion of e-commerce in Tamil Nadu has resulted in a pressing demand for the development of effective and affordable reverse logistics systems. This research explores the impact of customer satisfaction, return behaviour, and return policies on the reduction of reverse logistics costs. A quantitative method was used to collect 230 valid responses from e-commerce consumers, which were then analysed in SPSS, including reliability tests, descriptive statistics, correlation analysis, and regression analysis. The results show that customer satisfaction, to a large extent, as a result of clear communication, convenient processes, and a service that is quick to react, contributes significantly to cost control. Return behaviour, i.e., return frequency and the reasons for returns, is the most significant factor in predicting cost increases. Moreover, properly designed and transparent return policies enable customer convenience to be aligned with operational efficiency. The research suggests that policy clarity should be enhanced, product information accuracy refined, return monitoring data-driven, and return systems technology-enabled. Although the study is limited to a specific area and relies on self-reported data, it offers significant insights into consumer-driven logistics planning. It underscores the strategic role of reverse logistics in maintaining competitiveness in the e-commerce sector.