Structural analysis of acute success factors of performance of reverse logistics relative to customer satisfaction

Structural analysis of acute success factors of performance of RL relative to CS

Abstract

The aim of this paper is to analyze the interactions between the factors influencing the performance of the reverse logistics chain. We attempted to explore the factors touching performance of reverse logistics relatively to customer satisfaction. We have proposed a structural analysis based on MICMAC method to classify factors rendering to their direct / indirect influences and dependencies. The outcome of this research is to identify the relationship between the 31 variables used in the experimentation. It can be observed that this exploration may cooperative in reverse logistics policy development arrangement, motivated by customer necessity.