Reverse logistics with regards to return services and its impact on customer satisfaction

Tran Van Khai (2023) Reverse logistics with regards to return services and its impact on customer satisfaction. Külkereskedelmi Kar. (Kéziratban)

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Absztrakt (kivonat)

REVERSE LOGISTICS WITH REGARDS TO RETURN SERVICES AND ITS IMPACT ON CUSTOMER SATISFACTION 1. Questions examined in the paper In this research paper, we will tackle these research questions: What are the reasons that made customers return in the first place? What services/features are most wanted by customers during the return procedure? How can product return management impact customer satisfaction and brand loyalty? 2. Research methodology used in the paper This research paper investigated the effect of reverse logistics, with an extensive focus on product return services, on customer satisfaction. We employed a mix of qualitative and quantitative methods . Qualitative research focused on obtaining the services available from current logistics companies and the application of such services to reverse logistics processes, while quantitative research analyzed the statistical data based on participants’ rates. As for the qualitative data, we utilized prestigious academic tools such as Google Scholar, Emerald and Science Direct to find out information about the current return services and their application in reverse logistics. As for the latter, we conducted a survey in the form of a questionnaire to investigate the impact of product return policies on customer satisfaction and brand loyalty. We believe that including both existing data/secondary research and our own survey/primary research would be the most optimal approach as we are able to investigate the topic from various angles. 3. Short presentation of the research results The result of this paper has suggested that there are various reasons that can lead to the initiation of a return such as changing of mind or products no longer required and defective items. In addition, monetary factors and customer support have a significant role to play in return policies. Customer satisfaction in product return management is greatly influenced by having a convenient and stress-free process. There are various factors contributing to this such as Return insurance, real-time tracking, exchange options or return reminders; however, the most satisfactory element should lie in “Instant Refunds”. Given that these concerns are fulfilled, customers would be likely to become loyal to a brand. Simultaneously, they are very likely to exhibit reluctance to maintain their brand loyalty after encountering a bad product experience.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Külkereskedelmi Kar

Tanszék

Nemzetközi Kereskedelem és Logisztika Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Nemzetközi gazdálkodás

Konzulens(ek)

Mű típusa:	TDK dolgozat
Kulcsszavak:	consumers' preferences, logikai programozás, logisztika, logisztikai controlling, logisztikai rendszer, logisztikai szolgáltatások
SWORD Depositor:	Archive User
Felhasználói azonosító szám (ID):	Archive User
Rekord készítés dátuma:	2024. Már. 22. 12:51
Utolsó módosítás:	2024. Már. 22. 12:51

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