Customer’s Perception and Expectation for Reverse Logistics Implementation
Farida Pulansari, Dwi Sukma Donoriyanto, Nisa Masruroh
University of Pembangunan Nasional “Veteran” East Java, Indonesia
Good communication between buyers and sellers are important strategy for company to maintain the customer satisfaction, loyalty and enhance financial performance. Complaint is a signal that indicates important information that needs quick response. On the other hand, environmental problems i.e. waste, unused product and limitation of natural resources become growing concern through the decade. This paper proposed House of Reverse Logistics (HRL) for connecting between customer needs and environmental problems. Literature shows that Customer Needs and Reverse Logistics (RL) are effective method to solve these problems. The design of HRL was adopted from Quality Function Deployment (QFD).
Topic: Innovation, Operations and Supply Chain Management