The Impact of Reverse Logistics on Customers Satisfaction
The Impact of Reverse Logistics on Customers Satisfaction

Summary/Abstract: The deficit and the research gap in this field has led the author to undertake research in the area of reverse logistics, especially taking into account the role and the importance of full value product returns, as well as the complaints in the context of their importance for customer satisfaction. Achieving the customer satisfaction seems to be increasingly conditioned by the efficiency and the speed of delivery of returns and complaints. What is more, it can be assumed that each perceived customer who will be able to smoothly return the product will be satisfied and will make the purchase once again. Consequently, each company seeking to generate the competitive advantage is required to implement the concept of reverse logistics and to treat it as an integral element of its strategy. In this context, reverse logistics can be perceived as the element of forming positive relationships with clients and can contribute to the growth of their loyalty. The subject of research is the reverse logistics in relation B2C, and particularly the relationship between the customer return management and customer satisfaction.

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