Return Behavior of Indian Consumers for Apparels and Electronics Purchased Online - Customer Behaviour & Scope of Improvement

Abstract: The logistics industry has changed significantly due to the adoption of newer technologies, resulting in a more complex and multi-locational system. Online shopping companies, like Amazon and Flipkart, now make it easy for individuals in rural areas to purchase goods without having to leave their homes. Additionally, reverse logistics involves taking materials from the consumer destination and redistributing or disposing of them properly. This shift in expectations has been driven by customer- centric policies, encouraging people to make more purchases, but at a higher environmental cost. This paper looks at the Indian ecommerce industry in terms of how customers differ from the industry in terms of quality of service, and how big data and blockchain technology can help to provide modern solutions. We used customer surveys to gain insight into the perspectives of consumers, which we then analysed and visualised using Tableau. This paper will examine the Indian e-commerce industry in terms of how customers vary from the industry in terms of quality of service, and identify strategies to bridge the gap between tier-1 cities and tier-2 or tier-3 cities. Additionally, it will explore ways to achieve cost reductions for companies and reduce environmental impact through the use of big data and blockchain technology to find modern-day solutions.