The Effect of E-Commerce’s Service Quality on Reverse Logistics towards Customer Satisfaction in Malaysia.

Abstract

Most companies that offer reverse logistic services face obstacles due to the lack of poor e-commerce service quality. This has a great impact on customer satisfaction. Sellers find that the use of reverse logistic services is increasing day by day. While user satisfaction with the service is decreasing. The purpose of this study is to examine the effect of e-commerce service quality on reverse logistics on customer satisfaction. The objectives of this study are to determine the relationship of service team support and reverse logistic towards customer satisfaction. Second, to identify the relationship between site return friendliness and reverse logistic towards customer satisfaction. Third, to identify the relationship between return diligence and reverse logistic towards customer satisfaction. There were 115 consumers who have been involve as respondents in this research. Data which obtained from questionnaire were analysis by using SPSS. This study provided numerical data about the effect of e-commerce service quality on reverse logistics on customer satisfaction. The findings revealed that all variables in the study have positive correlation with customer satisfaction. Finally, the analysis of key findings, discussion of this study, implication and limitation of study and suggestion for future research also presented in end of the study.