Transformations  in
Business & Economics

CONSUMER PERSPECTIVE TOWARD DELIVERY AND RETURN POLICIES OF ONLINE STORES: AN EXPLORATORY RESEARCH FROM ROMANIA
Irina Albastroiu, Cristinel Vasiliu, Vasile Dinu

ABSTRACT. This paper mainly deals with issues concerning the delivery and return policies of online retailers, but addressed in terms of the importance that online customers give to these aspects and satisfaction they experience when shopping online. The first goal of this article is to analyse various theoretical approaches related to delivery and return policy of online retailers and, secondly, aims to present the findings of a research among undergraduate and master students from The Bucharest University of Economic Studies in order to identify the attitude of the young educated people related to the same policies of the e-Tailers. The results outline that respondents choose to shop online due to saving time and convenience and, generally, they are satisfied with the delivery and return policies of the online stores. However, the respondents invoke the inconsistency between the received products and their descriptions on site as the main reason to opting out of acquisitions on certain sites .

KEYWORDS:  electronic commerce, online shopping, online consumer behaviour, delivery policy, return policy.

JEL classification:  L81.