Fatma, Erika and Kartika, Winanda (2016) Improving reverse logistics performance in e-retailing: a consumer’s perspective. APIEMS.

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Abstract

Unlike conventional shopping, in online shopping, consumers make buying decisions based solely on pictures and descriptions provided in the website. Unclear description of the goods, images and specifications might fail to please the consumer which will eventually cause high return rate. E-retailers need to consider their return policy and reverse logistics strategy, since e-retailer’s return policies play major role in gaining gain consumer’s intention. This study is aimed at studying factors that play a role in determining the strategy and performance of the company's reverse logistics of return products, based on the consumer’s perspective. On the e -retailer’s side, processing the returned item will generate a significant cost to manage their reverse logistics. This study was conducted in two stages. At first stage, factors which drive consumers to return the purchased item were evaluated. Then, in the next stage, e-retailer’s efforts to improve their reverse logistics performance were evaluated. This paper utilizes the Interpretive Structural Modeling (ISM) methodology to understand e-retailing reverse logistics performance based on consumer's perspective. This research provides valuable information for e-retailing to design their reverse logistics strategy

Item Type:	Article
Uncontrolled Keywords:	reverse logistics, logistics performance, e-retailing, interpretive structural modeling
Subjects:	Manajemen Transportasi dan Distribusi
Divisions:	Publikasi Ilmiah > Seminar Internasional
Depositing User:	Muhammad Al Akbar Era
Date Deposited:	13 Jan 2022 03:16
Last Modified:	13 Jan 2022 03:16
URI:	http://repository.poltekapp.ac.id/id/eprint/2126

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