Measuring the impact of factors affecting reverse e-logistics' performance in the electronic industry in Lebanon and Syria

Abstract

Reverse e-logistics has proven to have high significance in terms of profits, customer satisfaction, competition, and performance’s efficiency. However, several firms in the Business-to-Consumer (B2C) e-commerce field, especially in developing countries such as those in the Middle East, still neglect its importance for the survival of the firm because they don’t know how to improve reverse e-logistics (REL) performance. Therefore, the objective of this article is to identify the main factors that impact reverse e-logistics’ performance and to analyze their effect. The methods used in this article are: scientific literature review, synthesis, questionnaires, and structural equation modelling. The study is done in Lebanon and Syria with a sample of 459 companies in the electronic industry who are engaged in B2C e-commerce and is faced with reverse e-logistics’ challenges. The estimated results prove the significant impact of the identified factors: customer satisfaction, guarantee, and organization structure on reverse e-logistics’ performance, which in turn has a significant impact on the efficiency of the performance of B2C companies engaged in reverse e-logistics activities as well.