Pošta, telekomunikácie a elektronický obchod 2023, 18(1):8-17 | DOI: 10.26552/pte.C.2023.1.2

Analýza vybraných aspektov ovplyvňujúcich vrátenie tovaru nakúpeného na internete

Lucia Madleňáková¹, Radovan Madleňák¹, Stanislava Komačková¹

¹ Katedra spojov, FPEDAS, Žilinská univerzita v Žiline

Online shopping continues to grow in popularity across all ages. The Covid-19 pandemic contributed to an increase in sales also in online markets that were not a priority segment before, such as food and medicine. Even though some shoppers returned to preferring brick-and-mortar stores after the pandemic, the online space remained active and attracts more and more shoppers. New opportunities are opening to buy exactly what the customer is looking for and at a price that is acceptable. At the same time, however, there is a risk of non-compliance with the declared quality of the offered goods in an online customized problem, and at the same time associated with the return of goods, payment or warranty and post-warranty service. The purpose of the post is to point out various aspects related to the return of goods purchased on the Internet. Secondary research of the conditions points to various reasons for returning goods as well as the perception of returning goods by customers, which is also confirmed by the authors' primary research.

Kľúčové slová: return policy, product return, online shoping, customer service

Vložený: July 21, 2023; Revidovaný: July 24, 2023; Přijatý: July 24, 2023; Uverejnené online: October 9, 2023; Uverejnené: May 1, 2023  Zobraziť citáciu