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

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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

Authors
Mohd Rizaimy Shaharudin1, *, Mohd Fazil Jamaludin1, Preecha Wararatchai2, Mohamad Ariff Abd Latif1
1Faculty of Business and Management, Universiti Teknologi MARA, 08400, Kedah, Malaysia
2College of Logistics and Supply Chain, Suan Sunandha Rajabhat University, 111/3-5 Moo 2 Khlongyong Sub-District, Phutthamonthon District, Nakhon Pathom, 73170, Thailand
*Corresponding author. Email: rizaimy@uitm.edu.my
Corresponding Author
Mohd Rizaimy Shaharudin
Available Online 22 August 2025.
DOI
10.2991/978-94-6463-827-1_30How to use a DOI?
Keywords
Reverse logistics; consumer behavior; fleet management; returns condition; quality of returns
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.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd International Conference on Business, Finance, Management and Economic (BizFAME 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
22 August 2025
ISBN
978-94-6463-827-1
ISSN
2352-5428
DOI
10.2991/978-94-6463-827-1_30How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Mohd Rizaimy Shaharudin
AU  - Mohd Fazil Jamaludin
AU  - Preecha Wararatchai
AU  - Mohamad Ariff Abd Latif
PY  - 2025
DA  - 2025/08/22
TI  - 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
BT  - Proceedings of the 3rd International Conference on Business, Finance, Management and Economic (BizFAME 2024)
PB  - Atlantis Press
SP  - 445
EP  - 454
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-827-1_30
DO  - 10.2991/978-94-6463-827-1_30
ID  - Shaharudin2025
ER  -