Skip navigation
Please use this identifier to cite or link to this item:
Title: Modelling and prioritizing the factors for online apparel return using BWM approach
Authors: Kaushik V.
Kumar A.
Gupta H.
Dixit, Gaurav
Published in: Electronic Commerce Research
Abstract: Online apparel industry is suffering from a major issue of return, with a high rate of return for apparels that are sold online it becomes necessary to investigate the probable reasons of return in online apparel industry. The objective of the study is to develop a multi-criterion approach for evaluation of various factors that are responsible for the return of apparels purchased online in context of India. A total of 34 factors were identified through literature review and discussion with experienced experts from the fashion domain. In this study, best–worst method has been employed to prioritize and rank the factors for online return more effectively. Sensitivity analysis has been carried out to check the robustness of the proposed model of the study. The findings of the study show that fit and size variation, defects, found a better product (wisdom of purchase), wrong product delivery, lenient return policy and value for money were identified as crucial factors for online apparel return. The present study provides valuable research implications which can be used for retail policy improvements and also to online selling strategy. © 2020, Springer Science+Business Media, LLC, part of Springer Nature.
Citation: Electronic Commerce Research (2020), (): -
Issue Date: 2020
Publisher: Springer
Keywords: BWM
Fashion apparels
Online business
Online return
Sensitivity analysis
ISSN: 13895753
Author Scopus IDs: 57208644069
Author Affiliations: Kaushik, V., Indian Institute of Management, Kashipur, India
Kumar, A., Department of Operations, Jaipuria Institute of Management, Noida, India
Gupta, H., Indian institute of Technology-Indian School of Mines, Dhanbad, India
Dixit, G., Department of management Studies, Indian Institute of Technology, Roorkee, India
Corresponding Author: Kumar, A.; Department of Operations, Jaipuria Institute of ManagementIndia; email:
Appears in Collections:Journal Publications [MS]

Files in This Item:
There are no files associated with this item.
Show full item record

Items in Repository are protected by copyright, with all rights reserved, unless otherwise indicated.