IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v11y2022i1p93-98.html
   My bibliography  Save this article

An evaluation of reverse logistics responsiveness and customer satisfaction in retailing

Author

Listed:
  • Toyin Adebayo

    (Department of Transport Management, Ladoke Akintola University of Technology, PMB 4000, Ogbomoso, Oyo State, Nigeria)

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. Key Words:Reverse logistics, Authorization, Customer satisfaction, Responsiveness

Suggested Citation

  • Toyin Adebayo, 2022. "An evaluation of reverse logistics responsiveness and customer satisfaction in retailing," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(1), pages 93-98, January.
  • Handle: RePEc:rbs:ijbrss:v:11:y:2022:i:1:p:93-98
    DOI: 10.20525/ijrbs.v11i1.1570
    as

    Download full text from publisher

    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/1570/1140
    Download Restriction: no

    File URL: https://doi.org/10.20525/ijrbs.v11i1.1570
    Download Restriction: no

    File URL: https://libkey.io/10.20525/ijrbs.v11i1.1570?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Jacobus D. Nel & Amanda Badenhorst, 2020. "A conceptual framework for reverse logistics challenges in e-commerce," International Journal of Business Performance Management, Inderscience Enterprises Ltd, vol. 21(1/2), pages 114-131.
    2. de Brito, M.P. & Dekker, R., 2002. "Reverse logistics - a framework," Econometric Institute Research Papers EI 2002-38, Erasmus University Rotterdam, Erasmus School of Economics (ESE), Econometric Institute.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Nourhan Ah. Saad & Sara Elgazzar & Sonja Mlaker Kac, 2022. "Investigating the Impact of Resilience, Responsiveness, and Quality on Customer Loyalty of MSMEs: Empirical Evidence," Sustainability, MDPI, vol. 14(9), pages 1-20, April.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Al-Adwan, Ahmad Samed & Al-Debei, Mutaz M. & Dwivedi, Yogesh K., 2022. "E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions," Technology in Society, Elsevier, vol. 71(C).
    2. Md. Abdul Moktadir & Towfique Rahman & Syed Mithun Ali & Nazmun Nahar & Sanjoy Kumar Paul, 2020. "Examining barriers to reverse logistics practices in the leather footwear industry," Annals of Operations Research, Springer, vol. 293(2), pages 715-746, October.
    3. Ene, Seval & Öztürk, Nursel, 2017. "Grey modelling based forecasting system for return flow of end-of-life vehicles," Technological Forecasting and Social Change, Elsevier, vol. 115(C), pages 155-166.
    4. Vitor William Batista Martins & Denilson Ricardo de Lucena Nunes & André Cristiano Silva Melo & Rayra Brandão & Antônio Erlindo Braga Júnior & Verônica de Menezes Nascimento Nagata, 2022. "Analysis of the Activities That Make Up the Reverse Logistics Processes and Their Importance for the Future of Logistics Networks: An Exploratory Study Using the TOPSIS Technique," Logistics, MDPI, vol. 6(3), pages 1-17, August.
    5. Yıldız, Gazi Bilal & Soylu, Banu, 2019. "A multiobjective post-sales guarantee and repair services network design problem," International Journal of Production Economics, Elsevier, vol. 216(C), pages 305-320.
    6. Josip Marić & Marco Opazo-Basáez, 2019. "Green Servitization for Flexible and Sustainable Supply Chain Operations: A Review of Reverse Logistics Services in Manufacturing," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 20(1), pages 65-80, December.
    7. de Brito, M.P. & Flapper, S.D.P. & Dekker, R., 2002. "Reverse logistics," Econometric Institute Research Papers EI 2002-21, Erasmus University Rotterdam, Erasmus School of Economics (ESE), Econometric Institute.
    8. Agrawal, Saurabh & Singh, Rajesh K. & Murtaza, Qasim, 2016. "Outsourcing decisions in reverse logistics: Sustainable balanced scorecard and graph theoretic approach," Resources, Conservation & Recycling, Elsevier, vol. 108(C), pages 41-53.
    9. Carolina Bozzi & Marco Neves & Claudia Mont’Alvão, 2022. "Fashion E-Tail and the Impact of Returns: Mapping Processes and the Consumer Journey towards More Sustainable Practices," Sustainability, MDPI, vol. 14(9), pages 1-39, April.
    10. de Brito, M.P. & de Koster, M.B.M., 2003. "Product Return Handling," ERIM Report Series Research in Management ERS-2003-013-LIS, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    11. de Brito, M.P. & van der Laan, E.A., 2002. "Inventory control with product returns: the impact of (mis)information," Econometric Institute Research Papers EI 2002-29, Erasmus University Rotterdam, Erasmus School of Economics (ESE), Econometric Institute.
    12. Murat Selim Selvi & Yasemin Kayar, 2016. "Reverse Logistics Activities in Enterprises and Implementation Reasons," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 5(1), pages 15-29, January.
    13. Agrawal, Saurabh & Singh, Rajesh K. & Murtaza, Qasim, 2015. "A literature review and perspectives in reverse logistics," Resources, Conservation & Recycling, Elsevier, vol. 97(C), pages 76-92.
    14. Sumalee Pumpinyo & Vilas Nitivattananon, 2014. "Investigation of Barriers and Factors Affecting the Reverse Logistics of Waste Management Practice: A Case Study in Thailand," Sustainability, MDPI, vol. 6(10), pages 1-15, October.
    15. Pauline Keh & Florence Rodhain & Régis Meissonier & Virginie Llorca, 2012. "Financial performance, environmental compliance, and social outcomes: The three challenges of reverse logistics," Post-Print hal-01965596, HAL.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rbs:ijbrss:v:11:y:2022:i:1:p:93-98. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.