The Role of Reverse Logistics Capabilities in Improving Trust and Purchase Decision in Indonesian E-Commerce

Anggun Triani, B. Anastaqiya, Edhie Budi Setiawan, Yoanita Octora

Abstract


In e-commerce businesses, reverse logistics services are among those deserving special attention. The aim of this research is to measure the effect of the reverse logistics capabilities on purchase decision and the mediating role of trust. The research method employed was the partial least squares path modeling (PLS-PM) and data were collected by a questionnaire with the involvement of 100 respondents. The results show that reverse logistics capabilities had a positive effect on trust and purchase decision on account of availability of accurate product return or refund information, that trust had a positive effect on purchase decision on account of competent e-commerce vendors, and that trust served as an intervening variable that influenced the relationship between reverse logistics capabilities and purchase decision.


Keywords


reverse logistics, trust, purchase decision

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DOI: https://doi.org/10.25292/atlr.v2i0.199

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