The Effect of Product Information Quality, Last-Mile Service Quality, and Shipment Trackability on The Decision Not to Return Furniture in E-Commerce Purchases Through Customer Trust
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The growth of e-commerce has made furniture purchasing more convenient for customers; however, it has also introduced risks associated with discrepancies in product information, shipping damage, unclear delivery status, and product returns. This study aims to examine the effects of Product Information Quality, Last-Mile Service Quality, and Shipment Trackability on the Decision Not to Return Furniture, both directly and indirectly through Customer Trust as a mediating variable. The study employed a quantitative approach with a cross-sectional design. Primary data were collected through a questionnaire comprising 46 indicators administered to 301 customers who had purchased furniture through e-commerce platforms within the preceding 12 months. Respondents were selected using purposive sampling, and the data were analyzed using partial least squares structural equation modeling (PLS-SEM) with SmartPLS software. The results indicate that Last-Mile Service Quality and Shipment Trackability have significant effects on Customer Trust, whereas Product Information Quality does not. Product Information Quality, Shipment Trackability, and Customer Trust significantly influence the Decision Not to Return Furniture, while Last-Mile Service Quality has no significant direct effect. Furthermore, Customer Trust mediates the relationships between Last-Mile Service Quality and the Decision Not to Return Furniture and between Shipment Trackability and the Decision Not to Return Furniture, but does not mediate the relationship between Product Information Quality and the Decision Not to Return Furniture. The model explains 55.4% of the variance in Customer Trust and 60.8% of the variance in the Decision Not to Return Furniture. These findings highlight the importance of high-quality last-mile delivery services, shipment tracking transparency, and customer trust in minimizing preventable furniture returns in e-commerce transactions.
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