CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • harvard-cite-them-right
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Användarupplevelse och den nya returneringskulturen: en studie som granskar samband mellan en webbplats användarupplevelse (UX) och dess inverkan över andelen returer
2019 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
User experience and the new return culture : a study that examines the relationship between a website´s user experience (UX) and its impact on the proportion of returns (English)
Abstract [en]

The aim of the study is to examine if usability (UX) can have an impact on the proportion of returns on a website in the fashion industry. The growing trade through e-commerce has contributed to the fact that the proportion of returned goods is higher today than ever before. From a company's perspective and from a sustainability perspective, it is of interest to reduce the proportion of returns. The literature review shows that there are ways in which UX can influence the proportion of returns for e-retailers. It also shows that the return policy can induce certain customer behavior, the so-called new return culture, which contributes to the high proportion of returns. In this study, two quantitative studies are conducted that investigate how UX can affect the proportion of returns and customers' views on returns. The results of the studies show that UX has a small impact on the proportion of returns. This may imply that there are other aspects that have a greater impact on the proportion of returns, such as target group, policy and prices. Further research is needed to exclude a connect on between usability and the proportion of returns.

Place, publisher, year, edition, pages
2019.
Keywords [sv]
Användarupplevelse, returer, e-handel, modebranschen, returneringskultur, hållbarhet
National Category
Information Studies
Identifiers
URN: urn:nbn:se:hb:diva-22452OAI: oai:DiVA.org:hb-22452DiVA, id: diva2:1386117
Subject / course
Informationsarkitektur - Webbredaktör
Available from: 2020-01-17 Created: 2020-01-16 Last updated: 2020-01-17Bibliographically approved

Open Access in DiVA

fulltext(637 kB)29 downloads
File information
File name FULLTEXT01.pdfFile size 637 kBChecksum SHA-512
050c3a5f543e20ed4334b570c63076ca74dcccf7ee030631ae6861185b548fcae4d787a2cbf74c2e283931d4b53fafea05ffc4e00a800129f295813fe207a7cc
Type fulltextMimetype application/pdf

Information Studies

Search outside of DiVA

GoogleGoogle Scholar
Total: 29 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 83 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • harvard-cite-them-right
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf