Impact of reverse logistics on customer satisfaction: A research on e-commerce platforms in Vietnam

Huong Tran Thi Thu; Khac Huy Nguyen; Minh Hai Vu; Phan The Cong

doi:10.24294/jipd.v8i5.4577

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Impact of reverse logistics on customer satisfaction: A research on e-commerce platforms in Vietnam

Huong Tran Thi Thu

Khac Huy Nguyen

Minh Hai Vu

Phan The Cong

Journal of Infrastructure Policy and Development 2024, 8(5), 4577; https://doi.org/10.24294/jipd.v8i5.4577

Submitted：06 Feb 2024

Accepted：06 Mar 2024

Published：30 May 2024

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Abstract

Vietnamese e-commerce has recently experienced a robust growth, especially e-commerce platforms such as Shopee, Lazada, Tiki. Reverse logistics has been pointed out as having a significant impact on the performance of an e-commerce platform. To capture the actual impact of some reverse logistics factors, i.e, Return Processing Time (RPT), Return Policy (RP), Return Cost (RC), Customer Service (CSR), and Post-Return Product (PRP), on Customer Satisfaction (CS), an OLS model was conducted. The results indicated significant correlation between all independent variables and dependent variables, which CSR shows the greatest correlation and PRP shows the weakest correlation. The study then made some suggestions for e-commerce platforms in Vietnam to enhance their reverse logistics process to get higher customer satisfaction.

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References

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