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The Impact of Consumer Behavior on Returns Condition and Quality of Returns in Fleet Management Reverse Logistics: A Case of a Fleet Management Firm in Malaysia

In: Proceedings of the 3rd International Conference on Business, Finance, Management and Economic (BizFAME 2024)

Author

Listed:
  • Mohd Rizaimy Shaharudin

    (Universiti Teknologi MARA, Faculty of Business and Management)

  • Mohd Fazil Jamaludin

    (Universiti Teknologi MARA, Faculty of Business and Management)

  • Preecha Wararatchai

    (Suan Sunandha Rajabhat University, College of Logistics and Supply Chain)

  • Mohamad Ariff Abd Latif

    (Universiti Teknologi MARA, Faculty of Business and Management)

Abstract

This study aims to examine the relationship between consumer behavior (norms, awareness, and utilization) and the condition of returned vehicles in fleet management reverse logistics, as well as the subsequent impact of return condition on quality. Using a quantitative research design, data were collected from 224 respondents via structured questionnaires. The results reveal significant positive relationships between norms, awareness, and utilization with returns condition, with norms being the strongest predictor. The condition of returns also significantly influences the quality of returns, highlighting the role of consumer behavior in enhancing reverse logistics efficiency. For practical application, fleet managers should adopt norm-based interventions such as peer training and team incentives, simplify reporting systems to bridge the awareness-action gap, leverage telematics for customized maintenance schedules, and enhance refurbishment processes to preserve resale value. The study advances reverse logistics literature by pinpointing key behavioral drivers in fleet management returns. Future research should employ longitudinal designs, extend to commercial fleets for broader applicability, and combine objective vehicle data with user-reported metrics to strengthen insights.

Suggested Citation

  • Mohd Rizaimy Shaharudin & Mohd Fazil Jamaludin & Preecha Wararatchai & Mohamad Ariff Abd Latif, 2025. "The Impact of Consumer Behavior on Returns Condition and Quality of Returns in Fleet Management Reverse Logistics: A Case of a Fleet Management Firm in Malaysia," Advances in Economics, Business and Management Research, in: Mohd Rizaimy Shaharudin & Azyyati Anuar & Preecha Wararatchai & Natpatsaya Setthachotsombut & Wissaw (ed.), Proceedings of the 3rd International Conference on Business, Finance, Management and Economic (BizFAME 2024), pages 445-454, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-827-1_30
    DOI: 10.2991/978-94-6463-827-1_30
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