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An evaluation of reverse logistics responsiveness and customer satisfaction in retailing

Author

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  • 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
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    References listed on IDEAS

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    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.
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    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.

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