An evaluation of reverse logistics responsiveness and customer satisfaction in retailing

Toyin Adebayo

doi:10.20525/ijrbs.v11i1.1570

Authors

Toyin Adebayo https://orcid.org/0000-0002-9736-928X

DOI:

https://doi.org/10.20525/ijrbs.v11i1.1570

Keywords:

Reverse logistics, Authorization, Customer satisfaction, Responsiveness

Abstract

The study evaluates the effect of reverse logistics operational responsiveness on customer satisfaction in retailing. Data was gathered from 223 online shoppers and the data was analyzed using descriptive analysis to analyze the type of product return and the reasons for return while the effect of reverse logistics operational responsiveness on customer satisfaction was analyzed using multiple regression in accordance with the output of SPSS 21.0 Findings indicated that operational responsiveness in the reverse logistics process significantly influences customer satisfaction.

Downloads

Download data is not yet available.

References

Autry, Chad W., Patricia J. Daugherty, and R. Glenn Richey (2001). The Challenge of Reverse

Logistics in Catalog Retailing, International Journal of Physical Distribution & Logistics Management, 31(1), 26-37. https://doi.org/10.1108/09600030110366384

Bernon, M., Rossi, S., & Cullen, J. (2011). Retail reverse logistics: a call and grounding framework for research. International Journal of Physical Distribution & Logistics Management, 41(5), 484-510,

Cooper, J. & Stephan, R. (1994), Reinventing Logistics: Is Business Process Re-engineering the Answer? Logistics Information Management, 7(2), 39-41.

Daugherty, P. J., Myers, M. B., & Richey, R. G., (2002). Information support for reverse logistics: The influence of relationship commitment, Journal of Business Logistics, 23(1) 85-106.

De Brito, M. P., & Dekker, R. (2002). A framework for reverse logistics, Erasmus University, Rotterdam, Netherlands.

Genchev, S. E. (2007). Assessing reverse logistics complexity: Conceptual model, scale development, and a case study. Doctoral Dissertation, University of Oklahoma.

Güldem, E. & Fevzi, E. (2011). The importance of reverse logistics. International Journal of Business and Management Studies, 3(1), 161-171.

Hsu, H. S., Alexander, C. A., & Zhu, Z. (2008). Understanding the reverse logistics operations of a retailer: A pilot study. Industrial Management & Data Systems, 109(4), 515-531,

Jack, E. P., Powers, T. L.& Skinner, L. (2010), Reverse logistics capabilities: antecedents and cost savings, International Journal of Physical Distribution & Logistics Management 40(3), 228–246.

Malone, R. (2004). Closing the supply chain loop: Reverse logistics and the SCOR model. Inbound Logistics, 24(1), 217-222.

Nel, J. D & Badenhorst, A. (2020). A conceptual framework for reverse logistics challenges in e-commerce. International Journal of Business Performance Management, 21(1-2), 114-131.

Ogunleye, A. (2013). Reverse logistics return policies and their possible impacts on customer loyalty in the e-retailing environment [Ebook]. Helsinki: Aalto University. Retrieved: http://urn.fi/URN:NBN:fi:aalto-201609083545.

Oliver, R. L. (2014). Satisfaction: A behavioral perspective on the consumer: a behavioral perspective on the consumer. Routledge, 3(8), 2-123,

Pollock, W.K. 2007. Using reverse logistics to enhance customer service and competitive performance. Reverse Logistics Magazine, Available from: www.RLmagazine.com

Richey, R. G., Daugherty, P. J., Genchev, S. E. & Autry, C. W. (2004). Reverse logistics: strategic program timing. Journal of Business Logistics, 25(2), 229-250.

Rogers, D. S., & Tibben-Lembke, R. S. (1999). Going backward: reverse logistics trends and practices. Pittsburgh, PA. RLEC Press.

Rogers, D. S., Lambert, D. M., Croxton, K. L., & Garcia-Dastugue, S. J. (2002). The returns management process. International Journal of Logistics Management, 13(2), 1-17.

Somuyiwa, A. O. & Adebayo, I. T. (2014). An empirical study of the effect of reverse logistics objectives on the economic performance of food and beverages companies in Nigeria. International Review of Management and Business Research, 3(3), 1484-1493.

Sciarrotta, T. (2003). How Philips reduced returns. Supply Chain Management Review, 7(6), 32-38.

Souza, M. T. S., Vasconcelos, M. W., & Pereira, R. S. (2006). The contribution of reverse logistics to the adequacy of the solid residue national policy: A case study in packing sector. Symposium of Business Management and Strategy, July 10-13, Rio de Janeiro, Brazil.

Tan, A. W. K., Yu, W. S., & Kumar, A. (2003). Improving the performance of a computer company in supporting its reverse logistics operations in the Asia-Pacific Region. International Journal of Physical Distribution and Logistics Management, 33(1), 59.

Turrisi, M., Bruccoleri, M., & Cannella, S. (2013). Impact of reverse logistics on supply chain performance, International Journal of Physical Distribution & Logistics Management, 43(7), 564-585. https://doi.org/10.1108/IJPDLM-04-2012-0132