Measuring the impact of diverse factors on reverse e-logistics’ performance in Lebanon

Abstract

Reverse e-logistics is a crucial procedure for organisation performing B2C e-commerce since it yields several benefits. However, firms often neglect it due to lack of knowledge on which factors they should concentrate to improve it. Thus, the purpose of this study is to identify the factors that influence the performance of reverse e-logistics and to determine their impact on it, and to know the impact of reverse e-logistics on profit, resources’ efficiency, and customer satisfaction. The methods used in this study are literature review, synthesis, survey methods, and structural equation modelling. The study is done in Lebanon with a sample of 212 companies in the electronic industry who does B2C e-commerce and is faced with reverse e-logistics’ challenges. The results show that, the seven factors identified in this article have a positive and a significant correlation with reverse e-logistics, which in turn results in more profits, resources’ efficiency, and customer satisfaction.