Browsing by Author "Sanyal, Nicholas"

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    Assessment of the Effect of Reverse Logistics on Customer Satisfaction in India
    (Indian Maritime University, 2023-05) Sanyal, Nicholas; Pattanaik, Krushna Mohan
    The main question that this paper seeks to answer is: How does customer expectation and experiences of the reverse logistics process in India affect the level of customer satisfaction? Factors such as ease of initiating the process, interaction with customer care, on-time pickup, quick dispatch and delivery of correct or replacement items effect the overall satisfaction of customers and decide whether they will prefer to continue to use their services or not. Reverse logistics involves managing the movement of goods and materials back from their point of consumption to their point of origin for recapturing value or proper disposal. The process includes several stakeholders, such as retailers, manufacturers, logistics providers, recycling facilities, and customers. It involves activities like product returns, refurbishing, remanufacturing, recycling, and disposal. Reverse logistics is gaining importance as companies aim to minimize waste, retrieve value from pre-owned items, and follow environmental guidelines. Efficient reverse logistics management can help firms reduce waste, recoup value from used products, improve customer satisfaction, and adhere to environmental rules. The efficient movement of goods is essential for the success of modern supply chains, which have become complex and multi-locational. The logistics industry deals with the movement of goods from one point to another, and reverse logistics involves the process of returning materials from the consumer back to the manufacturer or distribution center for recycling or proper disposal. This movement of goods in the opposite direction is equally important to the forward movement. With the rise of c-commerce and digitalization, consumer and industry expectations have increased significantly. This paper focuses on the Indian ecommerce industiy and the gap between end-consumer and industiy perspectives. Using customer surveys, this paper proposes solutions based on big data and blockchain to address these challenges. It should be noted that the survey data is limited to Indian consumers and may not be applicable to other demographics.