IMPACT OF REFURBISHED PRODUCT OFFERINGS ON POST-PURCHASE SATISFACTION IN E COMMERCE

The proliferation of refurbished product offerings in e-commerce has transformed consumer markets, yet their impact on post-purchase satisfaction remains understudied. This research investigates how refurbished product attributes warranty, pricing, quality, and after-sales support—shape consumer satisfaction, with trust acting as a mediator. By addressing gaps in existing literature, which predominantly emphasizes purchase intentions over post-purchase outcomes, the study adopts a quantitative cross-sectional approach. Data were collected via a structured online questionnaire from 300 respondents with prior experience purchasing refurbished products. The methodology employed a 5-point Likert scale to measure perceptions, trust, and satisfaction, alongside binary logistic regression to identify predictors of purchase experience, multiple linear regression to assess attribute impacts, and mediation analysis (Smart PLS 4) to evaluate trust’s role. Statistical power analysis ensured sample adequacy, and bootstrapping validated indirect effects, enhancing the robustness of findings. The study advocates for e-commerce platforms to prioritize trust-building mechanisms, such as transparent refurbishment certifications, verified customer reviews, and performance guarantees, to alleviate skepticism among first-time buyers. Segmented marketing strategies are recommended: cost-effectiveness and warranty assurances should target price-sensitive consumers, while quality assurances and robust after-sales support cater to risk-averse segments. Additionally, aligning refurbished offerings with sustainability narratives can attract environmentally conscious buyers, advancing circular economy objectives. By addressing quality concerns through rigorous refurbishment standards and offering competitive pricing, businesses can enhance post-purchase satisfaction, drive repeat purchases, and capitalize on the growing refurbished market. Ultimately, this research provides actionable insights for platforms to balance profitability with sustainable consumption, fostering long-term consumer trust and market expansion. Keywords: Refurbished products, e-commerce, post-purchase satisfaction, consumer perceptions, trust, warranty, pricing attractiveness, after-sales support, quality concerns, sustainable consumption