Logistika povrata u e-trgovini

master's thesis

• Title (english): Reverse logistics in e-commerce
• Author: Petra Paunović
• Mentor: Goran Đukić (mentor)
• Mentor: Maja Trstenjak (komentor)
• Granter: University of Zagreb; Faculty of Mechanical Engineering and Naval Architecture; Zagreb
• Defense date and country: 2023-12-07, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Mechanical Engineering

Abstract

Logistički procesi svuda su oko nas, iako primjećujemo samo mali dio logistike. U pozadini naših svakodnevnih aktivnosti nalaze se složene logističke operacije. Svaki puta kada poželimo nešto kupiti, unajmiti, naručiti ili posuditi netko je dužan pobrinuti se da nam ti proizvodi ili dijelovi budu dostavljeni. Logistika je zapravo zadužena za transport i skladištenje materijala na putu od prodavača do kupca i bez nje ne bi bilo moguće pravilno i kvalitetno upravljati procesima uključenih u kompleksan pojam logistike. Pojam povratna logistika počeo se upotrebljavati još prije nekoliko desetljeća, ali ne može se točno odrediti trenutak njegove prve upotrebe. Proces povratne logistike nije jednostavno implementirati i na tom se putu korisnici susreću s brojnim izazovima. Povratna logistika u okruženju e-trgovine uglavnom se odnosi na logistiku povrata ili razmjene, točnije proces u kojem kupci vraćaju robu koja nije u skladu sa zahtjevima narudžbe. Problem povrata ili zamjene uvijek je jedno od najvećih proturječja između trgovaca i kupaca. Stoga je razvoj povratne logistike imperativ u e-trgovini. U ovom su radu ispitana su mišljenja i stavovi tvrtki koje imaju mogućnost prodaje svojih proizvoda putem interneta. Također su istražene navike kupaca vezane uz povrat i naručivanje proizvoda, a ispitano je i njihovo dosadašnje iskustvo takvom vrstom kupovine i povrata. Na kraju je napravljena usporedba između njihovih odgovora.

Abstract (english)

Logistics processes are all around us, although we only notice a small part of logistics. In the background of our daily activities there are complex logistics operations. Every time we want to buy, rent, order or borrow something, someone is obliged to ensure that these products or parts are delivered to us. Logistics is actually responsible for the transport and storage of materials on the way from the seller to the customer, and without it, it would not be possible to properly and efficiently manage the processes involved in the complex concept of logistics. The term reverse logistics began to be used several decades ago, but the exact moment of its first use cannot be determined. The reverse logistics process is not easy to implement, and along the way users face numerous challenges. Returns logistics in an e-commerce environment mainly refers to return or exchange logistics, specifically the process where customers return goods that do not conform to the order requirements. The issue of return or exchange is always one of the biggest contradictions between retailers and customers. Therefore, the development of reverse logistics is imperative in e-commerce. In this paper, the opinions and attitudes of companies that have the possibility of selling their products via the Internet were examined, and a second survey was also conducted in which the habits of customers related to the return and ordering of products were investigated, as well as their previous experience with this type of shopping and returns. At the end, a comparison was made between their answers.

• Keywords: logistika; logistika povrata; povratna logistika; povrat; online trgovina; anketa
• Keywords (english): logistics; return logistics; return; online store; survey
• Language: croatian
• URN:NBN: urn:nbn:hr:235:557549
• Study programme: Title: Mechanical Engineering; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra inženjer/inženjerka strojarstva (magistar/magistra inženjer/inženjerka strojarstva)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2023-12-03 10:52:07