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September 10, 2025Edelweiss Applied Science and TechnologyOpen Access

The impact of return policies on consumers' online shopping intentions in Ho Chi Minh city, Vietnam

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Authors

LSLe Van SonPKPham Ngoc Khanh

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Overview

Analysis reveals reimbursement factors significantly boost online shopping intentions via perceived service quality.

Key Points

  • Return policies significantly enhance consumers' online shopping intentions, improving e-commerce trust.
  • Findings indicate that reimbursement effort, cost, exchange, and period positively impact shopping intentions.
  • The study employed Structural Equation Modeling to analyze 303 valid questionnaires collected from consumers.
  • Governance implications suggest businesses should revise return policies to enhance consumer satisfaction and loyalty.

Cite This Study

Son et al. (2025) studied this question.

synapsesocial.com/papers/68c1b35954b1d3bfb60ea226https://doi.org/10.55214/25768484.v9i7.8723
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Also Consider

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  5. 5The Impact of Restaurant Service Quality on Online Word-Of-Mouth of Customers in Ho Chi Minh City: The Mediating Role of Customer Satisfaction2024