Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship

Customer's Perception and Expectation for Reverse Logistics Implementation

Authors
Farida Pulansari, Dwi Sukma Donoriyanto, Nisa Masruroh
Corresponding Author
Farida Pulansari
Available Online August 2016.
DOI
https://doi.org/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)
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This is an open access article distributed under the CC BY-NC license.

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Proceedings
2016 Global Conference on Business, Management and Entrepreneurship
Part of series
Advances in Economics, Business and Management Research
Publication Date
August 2016
ISBN
978-94-6252-268-8
ISSN
2352-5428
DOI
https://doi.org/10.2991/gcbme-16.2016.38How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

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  - 2016 Global Conference on Business, Management and Entrepreneurship
PB  - Atlantis Press
SN  - 2352-5428
UR  - https://doi.org/10.2991/gcbme-16.2016.38
DO  - https://doi.org/10.2991/gcbme-16.2016.38
ID  - Pulansari2016/08
ER  -