Title: Impact of reverse logistics application in terms of return policy and remanufactured product quality on customer satisfaction
Authors: Sahar Sobhy El Barky
Addresses: Department of Supply Chain Management, College of International Transport and Logistics, Arab Academy for Science and Technology and Maritime Transport, P.O. Box 1029, Abou Keer, Alexandria, Egypt
Abstract: Extension of reverse logistics for product recovery is increasing in both the industrial and service sectors. This increase is due to its environmental, economic and social benefits. The steady supply of returns is critical for the product recovery strategies as it clearly cannot proceed without reverse them. This movement of returns from the consumer to the producer in the distribution channel is defined as reverse logistics. This research investigates the implementation of reverse logistics for remanufacturing as product recovery strategy in terms of return policies, the quality of remanufactured products and its impact on customer satisfaction levels. A case study approach is followed to investigate the application and test the research hypothesis in real life context. Results achieved confirmed the hypothesis; significant impact of reverse logistics on customer satisfaction in terms of the remanufactured products price, quality and a lower impact done by the service representatives and acquisition processes.
Keywords: reverse logistics; product recovery; remanufactured products; returns policy; green SCM; supply chain management; GSCM; green supply chains; remanufacturing; product quality; customer satisfaction.
International Journal of Supply Chain and Operations Resilience, 2016 Vol.2 No.2, pp.95 - 113
Received: 30 Aug 2015
Accepted: 26 Dec 2015
Published online: 02 Aug 2016 *