International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Volume 8 Issue 4
July-August 2026

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Online Return and Refund of Electronic Products: An Assessment of Customer Satisfaction

Author(s) Rashmita Borgohain, Mithu Deb
Country India
Abstract The rapid proliferation of e-commerce has substantially increased the volume of online purchases of electronic products, simultaneously escalating product return and refund requests. This study examines the key determinants influencing online product return behaviour and evaluates consumer satisfaction with return and refund policies for electronic products purchased through e-commerce platforms in Guwahati, Assam, India. Using primary data collected from 62 valid respondents through a structured questionnaire employing a five-point Likert scale, this research applies exploratory factor analysis (Principal Component Analysis with Varimax Rotation) and multiple regression analysis to investigate the relationships among identified constructs. Four major factors were extracted: expectation–specification mismatch, delivery issues, impulsive buying behaviour, and product quality and value concerns. Regression results confirm that all four factors significantly influence both return frequency and customer satisfaction with return and refund policies. Among all predictors, expectation–specification mismatch emerged as the strongest determinant of product return behaviour. The findings reveal that customer satisfaction is critically shaped by product reliability, accuracy of product information, delivery efficiency, and the transparency and speed of refund processing. The study provides important managerial implications for e-commerce companies to improve product information quality, strengthen logistics systems, enhance quality control, and streamline return and refund processes. These strategies are essential for reducing reverse logistics costs, mitigating customer dissatisfaction, and building long-term consumer loyalty in an increasingly competitive digital marketplace
Keywords E-commerce, online returns, refund policy, customer satisfaction, electronic products, reverse logistics, expectation–specification mismatch, factor analysis.
Field Business Administration
Published In Volume 8, Issue 4, July-August 2026
Published On 2026-07-19
DOI https://doi.org/10.36948/ijfmr.2026.v08i04.84090
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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