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September 10, 2025International Journal of Supply Chain ManagementOpen Access

Reverse Supply Chain and Its Effect on Customer Satisfaction: A Comparative and SERVQUAL Analysis of Retail Practices

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JBJeff Bajah

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Overview

Qualitative analysis reveals key drivers of customer satisfaction in reverse supply chain practices, suggesting strategic improvements.

Key Points

  • Customer satisfaction is significantly influenced by reverse supply chain processes, emphasizing the importance of effective return strategies.
  • Key drivers of satisfaction include return process efficiency and clear communication, highlighted through qualitative analysis from industry professionals.
  • The qualitative comparative analysis uncovers five critical condition combinations that lead to high customer satisfaction in reverse supply chain contexts.
  • This study proposes a strategic framework for retailers to improve their reverse logistics, showcasing best practices that align with customer expectations.

Cite This Study

Jeff Bajah (2025) studied this question.

synapsesocial.com/papers/68c1dda254b1d3bfb60fc4d2https://doi.org/10.59160/ijscm.v14i4.6334
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Reverse logistics as a tool to improve customer satisfaction2025
  2. 2Impact of Reverse Logistics Quality on Customer Loyalty and Repurchase Intention in Online Retail: An Evidence- Based Study2026
  3. 3Review of reverse logistics practices and their impact on supply chain sustainability2024 · 3 citations
  4. 4Causal Analysis of Reverse Logistics Determinants for Sustainable E-Commerce Supply Chains2026
  5. 5Prioritizing Critical Success Factors for Reverse Logistics as a Source of Competitive Advantage2024 · 1 citations