Evaluation Of Relationship Causes Of The Return Process In The Supply Chain Of The Textile Industry

Evi - Yuliawati(1), Vitara Injang Ridhani Ferninda Putri(2), Clora Widya Brilliana(3),

(1) Institut Teknologi Adhi Tama Surabaya
(2) Institut Teknologi Adhi Tama Surabaya
(3) Faculty of Industrial Technology and system engineering, ITS Surabaya
Corresponding Author


This research focuses on the return process, the process where consumers decide to return the product after receiving an order or after making a purchase. This incident is not desired by the company, because it has the potential to reduce profits and consumer loyalty. However, the company is aware that the return process cannot be avoided. So this research aims to evaluate the factors that have the potential to cause the return process by using the Interpretive Structural Modeling (ISM) Methodology. This research case study was conducted on a textile company that serves orders for school uniforms, office uniforms, moslem clothes, etc. Nine factors were identified, that are: off-season, overstock, delivery error, incorrect size, incorrect color, quality issue, change mind, damaged item, and incorrect product, which are the reasons consumers carry out the return process. The results of the ISM-based model and MICMAC analysis mapping show that the quality issue factor is the key reason for consumers to make the return process. The strategy of handling presses return in connection with these factors is carried out by developing a system that supports customer support work to maintain consumer loyalty. Through the ISM methodology, companies can simplify complex problems, so they focus on the factors that are the root of the problem to be able to design strategies to deal with them.


textile industry; interpretive structural modeling; return process; supply chain


T. Rintamäki, M. T. Spence, H. Saarijärvi, J. Joensuu, and M. Yrjölä, “Customers’ perceptions of returning items purchased online: planned versus unplanned product returners,” Int. J. Phys. Distrib. Logist. Manag., vol. 51, no. 4, pp. 403–422, 2021.

T. Foscht, K. Ernstreiter, C. Maloles, I. Sinha, and B. Swoboda, “Retaining or returning?: Some insights for a better understanding of return behaviour,” Int. J. Retail Distrib. Manag., vol. 41, no. 2, pp. 113–134, 2013.

T. L. Powers and E. P. Jack, “Understanding the causes of retail product returns,” Int. J. Retail Distrib. Manag., vol. 43, no. 12, pp. 1182–1202, 2015.

J. N. Warfield, “Developing Subsystem Matrices in Structural Modeling,” IEEE Trans. Syst. Man Cybern., vol. SMC-4, no. 1, pp. 74–80, 1974.

K. Mukherjee and S. Mondal, “Analysis of issues relating to remanufacturing technology - A case of an Indian company,” Technol. Anal. Strateg. Manag., vol. 21, no. 5, pp. 639–652, 2009.

E. Yuliawati, Pratikto, and O. N. Sugiono, “Linkage analysis among factors in obtaining return quantity / volume: An interpretive structural modelling on construction machinery remanufacturing industries,” Ind. Eng. Manag. Syst., vol. 19, no. 4, pp. 730–743, 2020.

A. Kumar and G. Dixit, “An analysis of barriers affecting the implementation of e-waste management practices in India: A novel ISM-DEMATEL approach,” Sustain. Prod. Consum., vol. 14, pp. 36–52, 2018.

C. Vasanthakumar, S. Vinodh, and K. Ramesh, “Application of interpretive structural modelling for analysis of factors influencing lean remanufacturing practices,” Int. J. Prod. Res., vol. 7543, no. June, 2016.

J. A. Petersen and V. Kumar, “Are Product Returns a Necessary Evil? Antecedents and Consequences,” J. Mark., vol. 73, no. 3, pp. 35–51, 2009.

G. Kannan, S. Pokharel, and P. S. Kumar, “A hybrid approach using ISM and fuzzy TOPSIS for the selection of reverse logistics provider,” Resour. Conserv. Recycl., vol. 54, no. 1, pp. 28–36, 2009.

K. Ahsan and S. Rahman, “An investigation into critical service determinants of customer to business (C2B) type product returns in retail firms,” Int. J. Phys. Distrib. Logist. Manag., vol. 46, no. 6, pp. 606–633, 2016.

X. Xu and J. E. Jackson, “Investigating the influential factors of return channel loyalty in omni-channel retailing,” Int. J. Prod. Econ., vol. 216, no. March, pp. 118–132, 2019.

T. Li and Z. Meshkova, “Examining the impact of rich media on consumer willingness to pay in online stores,” Electron. Commer. Res. Appl., vol. 12, no. 6, pp. 449–461, 2013.

A. Azar and K. Bayat, “Designing a model for ‘Business process-orientation’ using interpretive structural modeling approach (ISM),” African J. Bus. Manag., vol. 7, no. 26, pp. 2558–2569, 2013.

V. Ravi and R. Shankar, “Analysis of interactions among the barriers of reverse logistics,” Technol. Forecast. Soc. Chang., vol. 72, no. April 2004, pp. 1011–1029, 2005.

S. Chandramowli, M. Transue, and F. A. Felder, “Analysis of barriers to development in landfill communities using interpretive structural modeling,” Habitat Int., vol. 35, no. 2, pp. 246–253, 2011.

R. Ramanathan, “An empirical analysis on the influence of risk on relationships between handling of product returns and customer loyalty in E-commerce,” Int. J. Prod. Econ., vol. 130, no. 2, pp. 255–261, 2011.

Full Text: PDF - full text

Article Metrics

Abstract View : 35 times
PDF - full text Download : 19 times

 DOI: 10.30988/jmil.v6i1.982


  • There are currently no refbacks.