An evaluation of reverse logistics responsiveness and customer satisfaction in retailing

Toyin Adebayo
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Toyin Adebayo: Department of Transport Management, Ladoke Akintola University of Technology, PMB 4000, Ogbomoso, Oyo State, Nigeria

International Journal of Research in Business and Social Science (2147-4478), 2022, vol. 11, issue 1, 93-98

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

Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:rbs:ijbrss:v:11:y:2022:i:1:p:93-98

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