References
- Abdul-Muhmin, A. G. (2010). Repeat purchase intentions in online shopping: The role of satisfaction, attitude, and online retailers' performance. Journal of international consumer marketing, 23(1), 5-20.
- Amini, M. M., & Retzlaff-Roberts, D. (1999). Reverse logistics process reengineering: improving customer service quality. Issues in supply chain management, 5(1), 31-41.
- Bajar, K., Kamat, A., Shanker, S., & Barve, A. (2024). Blockchain technology: a catalyst for reverse logistics of the automobile industry. Smart and Sustainable Built Environment, 13(1), 133-178.
- Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 2(3), 244-249.
- Choi, D., Chung, C. Y., & Young, J. (2019). Sustainable online shopping logistics for customer satisfaction and repeat purchasing behavior: Evidence from China. Sustainability, 11(20), 5626.
- Dabees, A., Barakat, M., Elbarky, S.S., & Lisec, A. (2023). A Framework for Adopting a Sustainable Reverse Logistics Service Quality for Reverse Logistics Service Providers: A Systematic Literature Review. Sustainability, 2023, 15, 1755.
- Farquhar, J. D., & Rowley, J. (2009). Convenience: a services perspective. Marketing theory, 9(4), 425-438.
- Gajewska, T., Zimon, D., Kaczor, G., & Madzik, P. (2020). The impact of the level of customer satisfaction on the quality of e-commerce services. International Journal of Productivity and Performance Management, 69(4), 666-684.
- Griffis, S. E., Rao, S., Goldsby, T. J., & Niranjan, T. T. (2012). The customer consequences of returns in online retailing: An empirical analysis. Journal of operations management, 30(4), 282-294.
- Khan K.A., Ma F., Akbar M.A., Islam M.S., Ali M., & Noor S. (2024). Reverse Logistics Practices: A Dilemma to Gain Competitive Advantage in Manufacturing Industries of Pakistan with Organization Performance as a Mediator. Sustainability, 16(8):3223.
- Li, Y., & Lu, L. (2019). Research on B2C reverse logistics service quality evaluation system. In Proceedings of the 2019 5th International Conference on E-Business and Applications ,10-15.
- Liu, C., Jia, Y.F., & Kong, B. (2019). Impact of Logistics Information Service on Customer Satisfaction: An Empirical Study with Assurance as the Moderator. International Journal of Advanced Science and Convergence, 1(1), 1-6.
- Lysenko-Ryba, K. (2017). The impact of reverse logistics on customers satisfaction. Przedsiebiorczosc I Zarzadzanie, 18(8.2), 137-146.
- Mpinganjira, M. (2014). Understanding online repeat purchase intentions: A relationship marketing perspective. Management: journal of contemporary management issues, 19(2), 117-135.
- Phuong, N. H. (2019). A Short Communication On Reverse Logistics Role In The Supply Chain. Information Management and Computer Science (IMCS), 2(1), 10-14.
- Sajjanit, C., & Rompho, N. (2019), "Measuring customer-oriented product returns service performance", The International Journal of Logistics Management, 30(3):772-796.
- Srivastava, K., & Sharma, N. K. (2013). Service quality, corporate brand image, and switching behavior: The mediating role of customer satisfaction and repurchase intention. Services Marketing Quarterly, 34(4), 274-291.
- Tao, X., Li, X., & Shang, S. (2021). Research on Service Quality Evaluation System Oriented to E-commerce Reverse Logistics. Scientific Journal of Economics and Management Research, 3(10), 1-7.
- Tiwari, R. K. (2013). Reverse Logistics: Strategy to Achieve Total Customer Satisfaction and Enhancing Competitive Performance. Inventi Rapid: Supply Chain & Logistics, 2, 1-9.
- Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management: An International Journal, 13(1), 1-10.