Title: House of reverse logistics: an approach to analyse the factors influencing company performance and customer complaint

Authors: Farida Pulansari; Suparno; Sri Gunani Partiwi

Addresses: Department of Industrial Engineering, University of Pembangunan Nasional 'Veteran' Jawa Timur, Raya Rungkut Madya, Surabaya 60294, Indonesia; Department of Industrial Engineering, Sepuluh Nopember Institute of Technology, Campus ITS Keputih, Surabaya 60111, Indonesia ' Department of Industrial Engineering, Sepuluh Nopember Institute of Technology, Campus ITS Keputih, Surabaya 60111, Indonesia ' Department of Industrial Engineering, Sepuluh Nopember Institute of Technology, Campus ITS Keputih, Surabaya 60111, Indonesia

Abstract: This paper presents a house of reverse logistics (HRL). HRL is proposed as an effective design method for integrating reverse logistics (RL) problems and creating consumers satisfaction. HRL explicitly addressed the translation of customer needs into reverse logistics perspective. HRL is very important because this approach successfully meets customer expectations, requirement and complaint. The complaint is signalling of customer dissatisfaction that indicates the important information directly from customers. The design of HRL was adopted from quality function deployment (QFD).

Keywords: reverse logistics; customer; satisfaction; complaint.

DOI: 10.1504/IJSOM.2018.095561

International Journal of Services and Operations Management, 2018 Vol.31 No.3, pp.349 - 369

Received: 16 May 2016
Accepted: 09 Dec 2016
Published online: 11 Oct 2018 *

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