Received:
2025-11-20 | Accepted:
2026-02-17 | Published:
2026-03-30
Title
Improving reverse e-logistics performance in the Middle East
Abstract
B2C e-commerce companies are increasing in number due to the significant benefits e-logistics provides, boosting profits and improving customer satisfaction. Moreover, the COVID-19 pandemic increased demand for online shopping due to lockdowns and safety concerns. Despite this, several B2C companies entering the field eventually leave due to inefficient handling of returned products and ineffective reverse e-logistics systems. This article identifies recent methods to improve Reverse Logistics performance for B2C e-commerce firms. The methodology is based on literature review, synthesis, DELPHI, and multi-scoring survey methods. The results showed that management, quality management, organisational structure and culture, IT, customer satisfaction and service, employees, and infrastructure are factors with a direct effect on REL's performance, and this study suggests methods to improve these factors.
Keywords
reverse logistics, e-logistics, e-commerce, reverse e-logistics, reverse e-logistics’ performance, supply chain, sustainability
JEL classifications
D30
, L23
, Q27
URI
http://jssidoi.org/jesi/article/1417
DOI
Pages
457-466
Funding
This is an open access issue and all published articles are licensed under a
Creative Commons Attribution 4.0 International License
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