Performance of reverse logistics in electronic commerce: a case study from Lebanon and Syria
Abstract
The technological advancements facilitated the progress of the Business-To-Consumer (B2C) e-commerce business tremendously. B2C e-commerce has several benefits such as saving costs by decreasing the use of resources, increasing profits, and competitive advantage, especially in the pandemic context. However, this opportunity comes with challenges, and one of such is related to a significant number of products that are returned to the vendor or manufacturer. These challenges in the Reverse Logistics’ (RL) in the context of e-commerce become a new phenomenon – Reverse E-Logistics’ (REL), because the product in the e-commerce is physical goods or electronic ones like videos, music, books, etc. This study focuses on identifying the most critical factors that impact REL performance and discusses how REL can affect its performance. The methodology used is mainly a literature review, synthesis, survey methods, and Structural Equation Modelling (SEM). This study is done in Lebanon and Syria with a sample of 412 companies that perform B2C e-commerce and are faced with REL’ . The results showed that out of the ten factors identified during the literature review, eight factors (management, employees, IT and technology, return policy and procedures/guarantee, infrastructure, organizational structure and culture, customer services/satisfaction, and quality management) have a positive correlation with REL performance. Moreover, improved REL performance results increase in companies’ performances. The business research model was created based on performed REL performance in Lebanon and Syria, and this gives new scientific insights and knowledge about REL specificity in developing countries.
First published online 21 May 2021
Keyword : reverse logistics, e-logistics, e-commerce, reverse e-logistics, reverse e-logistics’ performance, supply chain, performance measurement
How to Cite
Davidavičienė, V., & Al Majzoub, M. (2021). Performance of reverse logistics in electronic commerce: a case study from Lebanon and Syria. Transport, 36(3), 260-282. https://doi.org/10.3846/transport.2021.14956
This work is licensed under a Creative Commons Attribution 4.0 International License.
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Davidavičienė, V.; Raudeliūnienė, J.; Tvaronavičienė, M.; Kaušinis, J. 2019. The importance of security aspects in consumer preferences in electronic environment, Journal of Security and Sustainability Issues: International Entrepreneurial Perspectives and Innovative Outcomes 8(3): 399–411.
El Rassi, M. A. B. 2020. Why one e‐business adoption model won’t fit all firm sizes: the case of Lebanon’s e‐service industry, The Electronic Journal of Information Systems in Developing Countries 86(5): e12135. https://doi.org/10.1002/isd2.12135
Eskandarpour, M.; Masehian, E.; Soltani, R.; Khosrojerdi, A. 2014. A reverse logistics network for recovery systems and a robust metaheuristic solution approach, The International Journal of Advanced Manufacturing Technology 74(9–12): 1393–1406. https://doi.org/10.1007/s00170-014-6045-7
Euchi, J.; Bouzidi, D.; Bouzid, Z. 2019. Structural analysis of acute success factors of performance of reverse logistics relative to customer satisfaction, International Journal of Combinatorial Optimization Problems and Informatics 10(2): 39–56.
Ghasemzadeh, F.; Pishdar, M.; Antuchevičienė, J. 2017. Prioritization of petroleum supply chains’ disruption management strategies using combined framework of BSC approach, fuzzy AHP and fuzzy Choquet integral operator, Journal of Business Economics and Management 18(5): 897–919. https://doi.org/10.3846/16111699.2017.1380075
Govindan, K.; Bouzon, M. 2018. From a literature review to a multi-perspective framework for reverse logistics barriers and drivers, Journal of Cleaner Production 187: 318–337. https://doi.org/10.1016/j.jclepro.2018.03.040
Han, H.; Trimi, S. 2018. A fuzzy TOPSIS method for performance evaluation of reverse logistics in social commerce platforms, Expert Systems with Applications 103: 133–145. https://doi.org/10.1016/j.eswa.2018.03.003
Huang, Y.-C.; Rahman, S.; Wu, Y.-C. J.; Huang, C.-J. 2015. Salient task environment, reverse logistics and performance, International Journal of Physical Distribution & Logistics Management 45(9/10): 979–1006. https://doi.org/10.1108/IJPDLM-08-2014-0182
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Jianu, Iu.; Jianu, Io.; Turlea, C. 2017. Measuring the company’s real performance by physical capital maintenance, Economic Computation and Economic Cybernetics Studies and Research 51(1): 37–57.
Keshavarz Ghorabaee, M.; Amiri, M., Olfat, L.; Khatami Firouzabadi, S. M. A. 2017. Designing a multi-product multi-period supply chain network with reverse logistics and multiple objectives under uncertainty, Technological and Economic Development of Economy 23(3): 520–548. https://doi.org/10.3846/20294913.2017.1312630
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