Building Trust through Reverse Logistics for Shaping Purchase Decision in E-commerce Platforms

This paper examines the mediating function of trust in the connection between online purchase decisions and reverse logistics capabilities.A structured questionnaire was used to collect data from 275 online shoppers as part of a descriptive-correlational study design applying structural equation modeling (SEM) for analysis of the research model.The study reveals strong reverse logistics capabilities impressively build customers trust, which in turn has a beneficial impact on online purchase decisions.The relationship between purchasing behavior and reverse logistics is found to be partially affected through trust, highlighting critical role of trust in bridging the gap between operational efficiency and consumer loyalty and satisfaction.Therefore, this study comes to the conclusion that ecommerce platforms need to show that their return policies are simple and that they can manage the full return process effectively if they want to maintain the trust of online consumers.The strategic significance of investing in reverse logistics to draw in and keep clients is highlighted by this study, which offers insightful information for Nepalese ecommerce platforms.By providing a dependable and consistent purchasing experience, companies may increase consumer trust and encourage positive buying behavior.