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@article{192119,
        author = {Revanth and Yakshith Poojary and Keerthi A},
        title = {Impact of Reverse Logistics Quality on Customer Loyalty and Repurchase Intention in Online Retail: An Evidence-Based Study},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {9},
        pages = {355-357},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=192119},
        abstract = {The growing popularity of e-commerce has brought about a major shift in the purchasing behavior of consumers and the manner of managing supply chains. Although the concept of forward logistics has gained prominence, reverse logistics, especially return, refund, and exchange, has become a major factor in determining customer satisfaction and loyalty. The research study employs a descriptive research design and primary data collection techniques in the form of a structured questionnaire among 100 online shoppers. The results are analyzed using percentage analysis and mean score techniques. The results show that effective return procedures, refund, and communication have a significant impact on customer satisfaction, which in turn leads to improved customer loyalty and repeat purchase intentions. The research concludes that reverse logistics should be considered a strategic activity and not just an operational expense, and online retailers need to work on improving return procedures.},
        keywords = {reverse logistics, customer loyalty, repurchase intention, e-commerce, Mangalore.},
        month = {February},
        }