The Impact of Reverse Logistics and Delivery on Customer Satisfaction in the supply chain in Vietnam

Abstract

Introduction: In the current context, when the market in Vietnam has many great fluctuations, the competitive pressure of businesses is increasing, the strong development of information technology and e-commerce is extremely exciting, making it difficult to increase customer satisfaction in the supply chain.

Objectives: This study focuses on reverse logistics and examines the impact of reverse logistics and delivery on customer satisfaction in the supply chain.

Methods: Based on a survey of 446 consumer customers in Vietnam, using regression using SPSS software.

Results: Research shows that reverse logistics and delivery both have a positive impact on customer satisfaction.

Conclusions: Some of the recommendations made include: first, businesses need to include the content of reverse logistics activities in their sales and operation policies. Second, enterprises need to invest in strengthening transportation activities through self-investment, being proactive in transportation activities or establishing the selection of strategic transportation service providers to ensure the requirements of speed, time and quality of delivery.