Research on Reverse Logistics Service as Moderator between Service Quality and Customer Satisfaction and Loyalty

Abstract

The main purpose of business is to be able to long-term relationship between customers and businesses seeking to improve customer loyalty. For the 3C industry, the positive quality of logistics services need to be important, but for the  reverse logistics services such as change or return goods, increasing, so its service quality also need to be taken significantly.

In this study, the method adopted the convenient sampling, the questionnaires interviewees were been to purchase the 3C products and has a experience related returned the goods. The research analysis method were adopts description statistical analysis, regression analysis, and hierarchical analysis.

Empirical results show that customer satisfaction has a positive and significantly impact on attitude loyalty; and customer satisfaction also has a positive and significantly impact on behavioral loyalty. Reverse logistics service quality had a significant moderating effect between customer satisfaction and attitude loyalty. Also, reverse logistics service quality between customer satisfaction and behavioral loyalty, has the effect of moderating.