Customer's Perception and Expectation for Reverse Logistics Implementation

DOI

10.2991/gcbme-16.2016.38How to use a DOI?

Keywords

Reverse Logistics, Customer Perception, Quality Function Deployment

Abstract

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. HRL effectively can minimize the customer complaint. Literature showed 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)

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Farida Pulansari
AU  - Dwi Sukma Donoriyanto
AU  - Nisa Masruroh
PY  - 2016/08
DA  - 2016/08
TI  - Customer's Perception and Expectation for Reverse Logistics Implementation
BT  - Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship
PB  - Atlantis Press
SP  - 208
EP  - 211
SN  - 2352-5428
UR  - https://doi.org/10.2991/gcbme-16.2016.38
DO  - 10.2991/gcbme-16.2016.38
ID  - Pulansari2016/08
ER  -