Do Reverse Logistics Practices Enhance Customer Satisfaction in the E-Commerce Industry: A Systematic Literature Review.

Abstract

Due to the increasing prevalence of E-commerce, people tend to purchase products online. Consequently, a proper reverse logistics (RL) process is needed to manage online returns and ensure customer satisfaction. This study aims to study the current reverse logistics practices implemented by E-tailers and their impact on customer satisfaction in the E-commerce industry. In pursuit of this aim, a systematic literature review (SLR) was conducted based on published research. The 54 articles used in this study have been selected using the Preferred Reporting Items for Systematic Reviews and Meta Analyses (PRISMA) approach and thematic analysis was used to derive the major findings of this study. These articles were obtained from major research databases such as Scopus, ScienceDirect, and Emerald Insight. The analysis identified four main practices in reverse logistics: lenient return policy, green practices, RL outsourcing and reverse logistics information system integration. The findings manifest that above mentioned RL practices make a significant impact on customer satisfaction. The review offers valuable insights for E-tailers to optimise their reverse logistics processes, create awareness among E-commerce customers of the returning process, and educate individuals who are engaged in the logistics field.