Interpretive Structural Modeling Technique to Analyze the Interactions Between the Factors Influencing the Performance of the Reverse Logistics Chain
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The aim of this study is to analyze the interactions among the different factors influencing the performance of the reverse logistics chain. We attempted to explore the factors touching performance of reverse logistics relatively to customer satisfaction. We have proposed a structural analysis based on MICMAC (Impact Matrix Cross-Reference Multiplication Applied to a Classification) method to classify factors rendering their direct/indirect influences and dependencies. The upshot of this research is to identify the relationship between the 31 variables used in the experimentation. It observed that this exploration might cooperate in reverse logistics policy development arrangement, motivated by customer necessity.
KeywordsCustomer satisfaction Performance Reverse logistics Structural analysis
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Conflict of interest
There is no conflict of interest
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