Open AccessAn evaluation of reverse logistics responsiveness and customer satisfaction in retailing
Author(s) -
Toyin Adebayo
Publication year - 2022
Publication title -
international journal of research in business and social science
Language(s) - English
Resource type - Journals
ISSN - 2147-4478
DOI - 10.20525/ijrbs.v11i1.1570
Subject(s) - customer satisfaction , reverse logistics , business , marketing , descriptive statistics , product (mathematics) , regression analysis , process management , operations management , supply chain , computer science , statistics , engineering , mathematics , geometry , machine learning
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.