A Critical Study of Reverse Logistics & Impact on Customer Satisfaction in E-Commerce: With Special Reference to Mumbai

Authors

  • Sunil S. Saxena
  • Satish R. Billewar
  • D Henry Babu

Abstract

E-Commerce is becoming one of the most convenient medium for all daily needs. Even the offline customers often compare the prices of the products online first to confirm the reel value. But before taking the final call, every customer always finds the availability of Cash on Delivery (COD) facility to the product as he is not yet satisfied with reverse logistics services of the product. Reverse logistics are not only crucial to the customer but also to the companies which want to survive in business and also to satisfy the customer with the quality product and good services. Most of the times, it has also been observed that the bad reviews of the customers are the outcome of the unfulfilled expectations of support and reverse logistics services. The paper discusses the correlation between customer’s experiences, satisfaction and loyalty which would help to give details of after sell services in terms of reverse logistics to gain customer faith. The paper also focuses the problems of E-Commerce companies regarding reverse logistics and the barriers to implementation the solutions.

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Published

2020-02-24

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Section

Articles