Earticle

The rapid expansion of e-commerce has highlighted several operational challenges, including product quality not meeting customer expectations, order quantity discrepancies, and high return rates due to impulsive consumer purchases. These challenges necessitate enhancing return logistics service quality to retain existing customers and attract new ones in a competitive market. This study explores the impact of return logistics service quality on customer satisfaction and how it varies based on the reasons for returns. Additionally, it examines the relationship between customer satisfaction and repurchase intentions. The research draws on existing literature on return reasons, reverse logistics, and service quality to establish a theoretical foundation. Service quality in return logistics was analyzed under four categories: responsiveness, speed, cost-effectiveness, and convenience. To achieve these objectives, we used a survey based on respondents' answers to collect data and conduct statistical empirical analysis as the methodology of this study. Findings indicate that the quality of return logistics significantly influences customer satisfaction and repurchase intentions. The study also demonstrates that the reasons for returns can moderate the effect on customer satisfaction, which in turn mediates the impact on repurchase intentions. These insights suggest that improving return logistics could significantly enhance customer loyalty and increase repurchase rates.

이 글은 러·일이 미국 등 서방의 대러시아 경제제재가 지속되고 있고 일본도 경제제재에 참여하고 있는 상황에서 활발한 정상외교와 경제협력을 통해 관계개선에 적극 나서고 있어 그 배경과 의도, 동북아 및 한반도에 미칠 정책적 함의 등을 살펴보는 데 목적이 있다. 특히 양국이 동아시아 질서구축에 영향력이 큰 데다, 시기적으로 미·러간 대립 심화, 러시아의 지정학적 회귀, 일본의 안보법제 완료, 미·중간 질서 주도권 다툼 심화, 북한의 핵 및 미사일 도발 등으로 동아시아 역내 안보경색이 깊어지고 있는 상황에서 향후 어떤 행보를 보일지를 가늠하는 것은 역내 정세안정 여부와 함께 한반도에 중요한 의미가 있다고 본다. 러·일의 관계강화는 영토문제 타결 등 국익·안보 측면에서 서로 조율이 필요한데다 양국 모두 중국 딜레마를 해소해야 하는 지정학적 전략 구상과 맞닿아 있으며, 결과적으로 동아시아 역내 위상 제고, 중국에 대한 견제, 일본을 통한 러시아의 대미 관계 개선, 러시아의 동방정책 성공과 동북아 영향력 확대, 일본의 전략적 위상 강화 등을 가능케 하고 극동·북극 지역 개발협력을 촉진시킬 것으로 보인다. 그러나 미러 및 미중 관계 수준에 따라 영향을 받게 될 것이라는 점도 염두에 두어야 한다. 한국으로서는 러·일 관계 강화를 한반도 통일여건 조성에 활용하고, 역내 역학구도 변화 흐름을 정확히 파악하여 우리의 입지를 보다 강화시킬 전략적 방안을 강구해 나가야 한다.

The purpose of this paper is to look at the backgrounds and intentions of both Russia and Japan in taking active moves to improve their bilateral relations through active summit diplomacy and economic cooperation, under the situations that western countries including US and even Japan keep imposing economic sanctions against Russia. Based on that, this paper suggests possible implications of these changes to Northeast Asia and Korean Peninsula. In particular, Russia and Japan, both countries can exert huge influence on building the East Asian order, and there are several situations that might tighten infraction security in the East Asian region, such as an increasing tension and conflict between US and Russia, an escalating US-China rivalry over the East Asian region, Russia’s return of geopolitics, Japan’s legislation for peace and security, and North Korea's nuclear and missile provocations. In this sense, it is important to predict what steps Russia and Japan would take in the future in terms of establishing stable order in the East Asian region, especially in the Korean Peninsula. Improvement of Russia-Japan relations requires both countries to adjust its own position by solving their territorial conflicts and their dilemmas over China in geopolitical aspects. Accordingly, the improved Russia-Japan relations would lead to following results: Improvement of both countries’ images in the East Asia, enhancement of US-Russia relations through Japan, counterbalance China, success of Russia’s Eastern policy, expansion of both countries’ influences in the Northeast Asian region, improvement of Japan’s strategic position, and promotion in development cooperation in the Far East and the Arctic. However, it should be kept in mind that Russia-Japan relations will be affected by US-Russia relations and US-China relations. Under these circumstances, Korea should be able to take advantage of the strengthened Russia-Japan relations in a way to foster the atmosphere for Korean Unification. In addition, Korea should have an exact understanding about the dynamics in the composition of the East Asian order in order to figure out possible strategies to strengthen its own position in the region.